Resort Services Agent
Job title: Resort Services Agent in Harbor Springs, MI at The Highlands at Harbor Springs
Company: The Highlands at Harbor Springs
Job description: Overview:The Highlands is seeking an enthusiastic and service-minded Resort Service Agent to join our team! In this role, you'll assist guests across a variety of channels—phone, email, chat, and occasionally in person—by answering questions, making activity and dining reservations, and supporting e-commerce transactions. This is a full-time, year-round position with benefits, offering an exciting opportunity to be part of an incredible resort environment.Employee Perks:
- Free Golf and Ski Passes – Enjoy outdoor activities with free access for you and your family.
- Downhill Mountain Bike Park Pass – Complimentary access for biking enthusiasts.
- Dining Discounts – Receive 25% off at Boyne restaurants.
- Resort Discounts – Save 30% on spa treatments and other services at Boyne Resorts.
- Free Water Park Passes – Access to Avalanche Bay Water Park.
- Lodging Discounts – Special rates for friends and family.
- Tuition Reimbursement – Support for continuing education.
- Housing Availability – First-come, first-served team member housing.
- Health Insurance – Available for Full-Time Year-Round Team Members.
- AllyHealth – Access to health services for all employees.
- Long-Term Thinking
- Excellence in Execution
- Attitude is Everything
- Develop Create People
- Serve our team members first so they can, in turn, serve our guests and community
- Provide prompt, friendly, and professional support to guests via phone, email, chat, voicemail, and in-person.
- Assist with booking resort activities and answering guest questions.
- Log guest interactions and updates in the appropriate systems.
- Support guests in navigating the online store, including login issues, account setup, and Boyne Rewards.
- Troubleshoot e-commerce transactions and escalate issues when needed.
- Work at the lift ticket window as needed, especially during peak winter seasons.
- Take initiative in identifying and resolving issues with minimal supervision
- Review website and SharePoint for up-to-date information and flag any inaccuracies.
- Take on other tasks and projects as assigned by the Resort Services Manager.
- Utilize downtime proactively and independently to deepen knowledge of resort offerings, policies, and procedures through internal resources such as SharePoint and the company website Qualifications:
- High school diploma or equivalent; some college experience preferred.
- Previous experience in customer service or hospitality.
- Excellent verbal and written communication skills.
- Strong phone etiquette and professional email/chat writing.
- Detail-oriented and organized; able to manage multiple tasks and conversations at once.
- Tech-savvy with a good understanding of e-commerce platforms and guest service tools.
- Proficient with Microsoft 365 applications.
- Flexible schedule availability, including weekends and holidays.
- Able to problem-solve independently and adapt in a fast-paced environment
- Familiar with RTP or Salesforce software