Guest Experience Representative

Job Description

Job Description

Guest Experience Representative

Are you passionate about the outdoors and delivering unforgettable guest experiences? Join the team at Berkshire East and Zoar Outdoor as a Guest Experience Representative, where you'll play a key role in welcoming and supporting guests as they explore our adventure-filled destinations in the beautiful hills of Charlemont, Massachusetts.

As the first point of contact for many of our visitors, you'll assist guests with questions, bookings, and on-site needs - ensuring every interaction is friendly, informative, and efficient. You'll also work closely with departments across the company to help create seamless, high-quality experiences for all who visit.

We're a company that values both guest satisfaction and employee well-being. In this role, you'll be part of a supportive team that thrives on collaboration, problem-solving, and a shared love of outdoor adventure.

Responsibilities include, but are not limited to:

• Respond to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
• 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.
• Assist Group Coordinators with group bookings and quotes.
• Work in the ticket window when necessary.
• 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 in opening and/or closing of the facility at the beginning and/or ending of each day as needed
• Support the Manager and Director 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 managing of office supplies with approval of the department Manager.
• Assist with tracking and set up of free trip benefits for staff.
• Assist with reviewing office procedures and training manuals to ensure they are up to date.
• Assist with setup of booking and POS software including FareHarbor and Intouch.
• Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.
• Assist with reviewing and updating automated messaging and confirmation emails to guests.

Preferred qualifications include, but are not limited to:

• Ability to relate well to the public, 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 Customer Service Manager and Assistant Manager with daily tasks and projects.
• 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.
• Be very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
• Comfortable with cold calling local schools, camps and organizations.
• Customer Service:
  • 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 days a week - 30 hours. Weekend days are required.

Hours may be reduced during the offseason.

Work on holidays is expected as it's when we're busiest.