Jackson Hole Mountain Resort
JOB DESCRIPTION
Position job Title: Guest Experience Specialist
Reports To: Contact Center Assistant Manager
Department: Guest experience
FLSA Status: Non-Exempt
GENERAL PURPOSE
To provide an excellent guest experience and the highest level of customer service to all JHMR guests and employees. Produce efficient sales and reservation orders of all JHMR products including JShop, lift Tickets, Rentals, Vouchers, Mountain Sports School and Kids Ranch products. Promote lodging reservations through JHRL and create upsell opportunities.
ESSENTIAL FUNCTIONS
- Answering multiple phones lines, voicemails, and emails.
- The ability to quickly understand and deliver the guests needs.
- Through active participation in training, gain knowledge of all JHMR products & operations as well as essential RTP modules.
- Assist JHMR guests with selecting the products that best meet their expectations and goals.
- Increase revenue through cross selling and up selling all JHMR profit centers and JHRL properties.
- Understand operations and sales procedures for lift tickets, season passes, rentals, all Mountain Sports School and all Kids Ranch products.
- Understand what each location at JHMR can provide to JHMR guests.
- Accurately receive guest payment through credit card, gift card, or correct voucher/Jshop redemption.
- Assist in other aspects of Guest Services as needed.
- Assist guests with the most accurate, up-to-date information for all JHMR products and general inquiries.
- Troubleshoot JShop account and product problems including; log ins, all MSS and Kids Ranch products, retail/rental products, gift cards, lift tickets, season passes, Marketing & Special Events.
- Work with Contact Center supervisors/Managers with special guest or employee needs.
OTHER FUNCTIONS
- Communication with all JHMR departments and Chamber of Commerce.
- Gift Card processing; the ability to fulfill gift card orders, check balances, and understand charges.
- Product pre-fulfillment for pre-ordered tickets, Wholesale & Lodging orders, etc.
- Transporting of ticketing materials from Contact Center to Teton Village and vice versa.
- Delivery of wholesale and lodging tickets.
- Cleaning, organizing, and stocking all areas of use.
- Keeping assigned area fully stocked, organized and clean.
Employees are held accountable for all duties of this job-
COMPETENCIES KNOWLEDGE, SKILLS & ABILITY
- Customer focused
- Strong work ethic
- Strong organizational skills and attention to detail
- Problem solving skills
- Proficient computer skills, and ability to learn new software and POS
- Ability to handle high business volume and multi-task
- Ability to work as part of a team
- Basic knowledge and interest in skiing/snowboarding
- Communication proficiency, both oral and written, in person, email and on the phone
- Knowledge of JHMR & Valley Information, products, locations, vendors, activities, and events.
WORK ENVIRONMENT This position operates primarily in an office setting that uses computers and phones daily. Most work is completed in an indoor environment; however, occasional outdoor work may be performed, which will cause exposure to extreme temperatures and varying weather conditions.
PHYSICAL DEMANDS - Ability to sit for long periods of time at a desk, working on a computer and answering phones.
- Ability to move around the office when needed to ask questions or assist other members of staff.
- Extensive use of fingers to type and perform other computer work.
- Visual acuity to record reservations into a computer system.
- Hearing and ability to give and receive detailed information through oral communication at normal speaking level both in person and over the phone.
POSITION TYPE AND EXPECTED HOURS OF WORK This position is full time or part time, seasonal. Shifts are during normal business hours, however, may be required to work evenings on a night shift. Schedules and hours may fluctuate depending on business needs.
REQUIRED EDUCATION AND EXPERIENCE - High school diploma, GED, or equivalent years of experience.
PREFERRED EDUCATION AND EXPERIENCE - Minimum 1 year customer service experience
- Previous experience working with a computer-based point of sale system
- Local Jackson Hole valley and ski industry knowledge
- Possess a valid driver's license and ability to drive a motor vehicle in varying weather conditions
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
AAP/EEO STATEMENT Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.