Resort Concierge Lead | Full Time Seasonal

Boyne Resorts • Lincoln, NH

101d

About The Position

The Concierge & Reservation Agent Lead primary responsibility is to call guests that have already made a reservation and garner all the information necessary for their reservation needs including but not limited to: All Snowsports Information such as date of birth, program, ski/ride ability, rental information such as shoe size, height, and weight. Upsell the guest into other programs that they may be interested in such as tubing, adventure center, cross country. Greet and help the reservation guest in the rental shop and guiding them through the rental/lesson process. Handle other duties, as assigned, to help the resort achieve superior guest service. Work with Concierge Agents for a smooth, pleasant and productive work environment.

Requirements

• A high school education; or up to one month related experience or training; or equivalent combination of education and experience.
• Ability to read, write, type and communicate effectively with a professional manner in the English language.
• Basic math skills such as addition, subtraction, multiplication and division.
• Ability to apply common sense understanding and to solve practical problems.

Responsibilities

• Maintain & enhance a guest focused culture in all aspects of responsibility.
• Effective communication skills with all levels of employees, guests and others with a more specific concentration on phone communications.
• Makes outgoing phone calls (also incoming) to guests to gain information for their up-coming reservation for any number of activities but with a concentration of snowsports and ski and snowboard rentals.
• Provide information on services and activities at the resort and in the resort area.
• Gather information needed for a reservation including address, phone number, e-mail address, date of birth, height, weight, shoe size, ski or ride ability for all members of the reservation.
• Confirm dates and activities and up-sell the guest into other programs and activities that might interest them.
• Take payment for all reservations if needed.
• Confirm policies, times, and other pertinent information to the guest to enhance their whole experience and more specifically their arrival experience.
• Hire and schedule Concierge Agents for the Season.
• Work through Reservation issues with Concierge Agents and departments involved.
• Input all data into various computer systems such as RTP.
• Work in the rental shop greeting reservation guests as well as regular rental guests and guiding them through the rental/lesson process.
• Keep abreast of resort’s departmental activities (i.e. rates, rentals, lessons and events).
• Contribute to team effort by participating in job sharing, assuming responsibility for the cleanliness of the resort and safety of guests and employee.
• Participate in safety meetings; accept diverse assignments; maintain a positive and friendly attitude and demeanor in all internal and external interactions.
• Some evening hours and weekends and holidays required.
• Maintain a high degree of communication and cooperation between Central Reservations, Snowsports, Children’s Center and Rental departments.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 501-1,000 employees