Guest Services Team Member - Seasonal (18+)

Guest Services Team Member

The ideal Guest Services Team Member for Bear Creek is focused on enhancing the guest experience by assisting guests with winter season services and solutions. Guest service, problem-solving skills and initiative are necessary for success in this position. This position will be an important member of the Guest Services team as they are often the first person that a guest interacts with, and they set the stage for service expectations.

What We Expect From You:

• Answering telephone and emails, checking voicemail and returning phone calls
• Issue Season Passes and daily tickets
• Process payments in person
• Process Gift Cards
• Issue Employee I.D. cards
• Updating Lost & Found Log and contacting guests as needed
• Being able to communicate effectively with both Auditing & IT as needed
• Ability to multitask is a must

What We Expect From All BCMR Team Members:

• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures

Qualifications:

• Must be at least 18 years of age
• Minimum 3 years guest services, general office, customer service experience; OR an equivalent combination
• Availability during peak operating times, i.e.: weekends, holidays and special events

Job Knowledge & Skills:

• Intermediate Computer Skills & Possess cash handling experience
• Microsoft Office Knowledge (Word, Excel)
• Ability to work effectively in stressful, high-pressure, fast-paced environment & situations while maintaining composure and guest satisfaction
• Excellent problem-solving skills
• Excellent written and verbal communication skills
• Ability to multitask

Physical Demands & Environmental Conditions:

Physical Demands

Physical Demands data elements provide a systematic way of describing the physical activities that an occupation requires of a worker. The assessment of these elements is focused primarily on the physical demands of the job - not the physical capacities of the worker. Physical Demand refers to the level and/or duration of physical exertion generally required to perform occupational tasks (sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling).

• Alternate Sit/Stand or Walk at Will: The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
• Climbing Ramps/Stairs: Ascending or descending ramps and/or stairs using feet and legs. Hands and arms may be used for balance (e.g., to hold a railing). Note: Stairs involved in commute/getting into building are excluded if work is always performed in one building. Stairs onto a vehicle or a piece of machinery/equipment are included.
• Communicating Verbally: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Crouching: Bending body downward and forward by bending legs and spine.
• Far Visual Acuity: Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.
• Fine Manipulation: Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm as in gross manipulation.
• Gross Manipulation: Seizing, holding, grasping, turning, or otherwise working with hand(s). Note: Fingers are involved only to the extent that they are an extension of the hand.
• Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes/alarms).
• One-on-one (in person)
• Group or conference (in person)
• Telephone
• Other sounds
• Keyboarding: Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.
• Lifting/Carrying: Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object -- usually by holding it in the hands or arms but may occur on the shoulder.
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.
• Peripheral Vision: Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point.
• Pushing/Pulling: May involve use of hands/arms, feet/legs, and/or feet only done with one side of the body or both sides.
• Pushing - Exerting force upon an object so that the object moves away from the force
• Pulling - Exerting force upon an object so that the object moves toward the force
• Reaching At/Below Shoulder Level: Extending hand and arms from 0 up to 150 degrees in a vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
• Reaching Overhead: Extending hands and arms in a 150 to 180 degrees vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
• Sitting: Remaining in a seated position.
• Standing/Walking: Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot.

Environmental Conditions:

• Noise Intensity Level: The noise intensity level to which the worker is exposed in the job:
• Quiet
• Moderate
• Indoor / Office Environment