Guest Experience Representative

The Guest Experience Representative is responsible for assisting customers who are interested in Berkshire East and Zoar Outdoor located in Charlemont, Massachusetts while also collaborating with various departments. As a company, we seek to provide high quality experiences for our guests and our employees.

The Guest Experience Representative reports directly to the Director of Guest Experiences and Customer Service Manager of Berkshire East and Zoar Outdoor. While the position's main focus is providing exceptional guest service and is also expected to participate in the overall tasks and needs of the company as a whole.

Responsibilities and Duties:

• Answer phones and take reservations for customers based on their various requests and our booking requirements.
• Process payments and send confirmation details to customers in a timely manner.
• Assist other team members for any issues that may arise with reservations.
  • If issues or questions are above knowledge or comfortability please loop in the department manager
• Respond to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
• Answer any questions customers might have about the reservation process.
• Upsell, when appropriate, by informing customers of additional services or special packages.
• Provide support to customers who may need to amend or cancel a reservation
• Review and respond to emails and phone messages in a timely fashion.
• Document and record conversations with customers in our booking system.
• Assist with training of Guest Experience Staff to ensure policy and procedures are being followed accurately.
• Support the Director and Manager in ensuring that company policies and expectations are being met by all staff members.
• Assist with communicating and upholding office procedures and changes to Guest Experience Staff.
• Stay informed of important logistical information and promotions from other departments to make sure it is communicated accurately with Guest Experience Staff.
• Assist with incoming and outgoing mail and purchasing of office supplies with approval of the department Manager.
• Assist with tracking and set up of free trip benefits for staff.
• Assist with maintaining a donation voucher program.
• Support 'start of day' and/or 'end of day' tasks.
• Assist with reviewing office procedures and training manuals to ensure they are up to date.
• Assist with setup of booking and POS softwares including FareHarbor and Intouch.
• Assist with sending out an email summary of the coming week to department managers and customer service team.
• Monitor review platforms and ensure responses are accurate and completed in a timely manner.
• Assist with reviewing and updating automated messaging and confirmation emails to guests.

Requirements:

• Ability to relate well to the public, both in person and on the telephone.
• Dependable, well-organized, friendly, and professional.
• Able to work effectively with multiple supervisors.
  • Daily collaboration and communication with other managers and staff
  • Supporting Director of Guest Experiences, Customer Service Manager and other staff with daily needs.
• Able to balance and prioritize multiple requests.
• Willingness to flex and assist with other departments and tasks as needed.
• Effective office (clerical/ secretarial), time management, and organizational skills.
• Very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
• Customer Service:
  • Show leadership in partnership with the Management team.
  • Demonstrate the three P's and lead by example: Positive, Professional and Playful.
  • Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.

Schedule:

• 4-5 days a week - 32-40 hours. Minimum of 1 weekend day required per week.
  • Hours may be reduced during the offseason.
• Work on holidays is expected as it's when we're busiest.
• Shifts will be split between Berkshire East and Zoar Outdoor. Depending on Summer/Winter Season and Guest Experience needs.