CASY-MSCCN Jobs

This job was posted by https://joblink.maine.gov : For more information, please see: https://joblink.maine.gov/jobs/1070233

JOB SUMMARY

Front desk greeter, customer service agent for Northeast Whitewater store, campground and trips. Answers guests inquiries in person, via phone and email and directs guests to appropriate activities, services and area information. Plans guest adventures, guest overall trip and stay itinerary and provides information about all things Northeast Whitewater and the Moosehead area. Oversees the overall guest experience through all points of contact (phone, online, and in person) to ensure customer satisfaction and fulfilling expectations and satisfaction of our visitors and guests at our outdoor adventure resort.

PRIMARY RESPONSIBILITIES

• Answer phones, greet customers and respond to customer requests.
• Check in the campground and yurt guests.
• Place customer orders for trips and lodging at Northeast Whitewater. Refer to area lodging options as needed.
• Handle reservations from the first point of contact via phone or through our online reservation program, to include reservation confirmations are sent accordingly and charges are handled appropriately.
• Upsell additional trips, tours and / or lodging options to provide the best overall guest experience; example private rafts, yurt lodging stay, and trip photos.
• Identify, research, and resolve customer inquiries using the company website to provide the most information to fulfill a positive trip plan for the guest while planning their travels.
• Respond to customer reviews; TripAdvisor, Facebook, Yelp, Google Reviews. and Northeast Whitewater reviews.
• Oversee Housekeeping assignments each shift to ensure these team members are following through with guest satisfaction, front desk/store/resort cleanliness, and efficiencies in achieving daily tasks.
• Transfer customer calls to appropriate managers on duty, if unable to resolve on their own.
• Work directly with the General Manager to ensure guest trip experiences are positive, as promised and the day to day trip functions flow smoothly in the store and around the facility.

ADDITIONAL RESPONSIBILITIES

1. Front desk, point of sale in store and online, retail merchandising; retail display and store appearance.
2. Oversee housekeeping staff to ensure they have the tools to be successful, as well as are following through with the expectations of their roles. Redirect as needed. Ensure the facility is clean (all buildings and grounds) and if not, provide feedback through examples to make staff better.

KNOWLEDGE AND SKILL REQUIREMENTS

1. Creative writing skills with the ability to put images with creative experiences to showcase the positive vibe that Northeast Whitewater represents and wants guests to see.
2. Professional verbal and written communication skills.
3. Kindness and overall compassion for people, with the ability to listen to their needs.
4. Ability to explain Northeast Whitewater policies to guests and handle guest grievances or dissatisfaction effectively.