Job Description

Job Description

Job Description

THIS ROLE REQUIRES TRAINING AND MEETINGS IN BELLAIRE, MI

About Shanty Creek Resort:

Shanty Creek Resorts is committed to providing our guests a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and our surrounding environment allow us to grow our business.

About the Role:

As a Guest Service Agent working remotely, you will be the first point of contact for our guests, ensuring they receive exceptional service throughout their experience. Your primary responsibility will be to assist guests with inquiries, reservations, and any issues they may encounter, all while maintaining a positive and professional demeanor. You will play a crucial role in enhancing guest satisfaction and loyalty by providing timely and accurate information about our services and offerings. This position requires a proactive approach to problem-solving, as you will need to address guest concerns efficiently and effectively. Ultimately, your efforts will contribute to the overall success of our hospitality operations and the reputation of our brand in the industry.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in customer service or a related field.
• Strong verbal and written communication skills.

Preferred Qualifications:

• Experience in the hospitality or tourism industry.
• Familiarity with reservation systems and customer relationship management (CRM) software.
• Multilingual abilities are a plus.

Responsibilities:

• Respond to guest inquiries via phone, email, and chat in a timely and professional manner.
• Assist guests with reservations, modifications, and cancellations while ensuring accurate information is provided.
• Handle guest complaints and issues with empathy and a focus on resolution, escalating when necessary.
• Maintain up-to-date knowledge of our services, promotions, and policies to provide accurate information to guests.
• Collaborate with other departments to ensure seamless guest experiences and address any special requests.

Skills:

The required skills for this role include excellent communication and interpersonal abilities, which are essential for effectively engaging with guests and addressing their needs. Problem-solving skills will be utilized daily as you navigate guest inquiries and resolve issues, ensuring a positive experience. Attention to detail is crucial when managing reservations and providing accurate information about services. Additionally, time management skills will help you prioritize tasks and respond to guest requests promptly. Preferred skills, such as familiarity with hospitality software, will enhance your efficiency in managing guest interactions and contribute to a smoother workflow.

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