Job Description

Guest Experience Representative

Are you passionate about the outdoors and delivering unforgettable guest experiences? Join the team at Berkshire East and Zoar Outdoor as a Guest Experience Representative, where you'll play a key role in welcoming and supporting guests as they explore our adventure-filled destinations in the beautiful hills of Charlemont, Massachusetts.

As the first point of contact for many of our visitors, you'll assist guests with questions, bookings, and on-site needs - ensuring every interaction is friendly, informative, and efficient. You'll also work closely with departments across the company to help create seamless, high-quality experiences for all who visit.

We're a company that values both guest satisfaction and employee well-being. In this role, you'll be part of a supportive team that thrives on collaboration, problem-solving, and a shared love of outdoor adventure.

Responsibilities include, but are not limited to:

• Respond to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
• Answer phones and take reservations for customers based on their various requests and our booking requirements.
• Process payments and send confirmation details to customers in a timely manner.
• Assist other team members for any issues that may arise with reservations.
• Assist Group Coordinators with group bookings and quotes.
• Work in the ticket window when necessary.
• Answer any questions customers might have about the reservation process.
• Upsell, when appropriate, by informing customers of additional services or special packages.
• Provide support to customers who may need to amend or cancel a reservation
• Review and respond to emails and phone messages in a timely fashion.
• Document and record conversations with customers in our booking system.
• Assist in opening and/or closing of the facility at the beginning and/or ending of each day as needed
• Support the Manager and Director in ensuring that company policies and expectations are being met by all staff members.
• Assist with communicating and upholding office procedures and changes to Guest Experience Staff.
• Stay informed of important logistical information and promotions from other departments to make sure it is communicated accurately with Guest Experience Staff.
• Assist with incoming and outgoing mail and managing of office supplies with approval of the department Manager.
• Assist with tracking and set up of free trip benefits for staff.
• Assist with reviewing office procedures and training manuals to ensure they are up to date.
• Assist with setup of booking and POS software including FareHarbor and Intouch.
• Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.
• Assist with reviewing and updating automated messaging and confirmation emails to guests.

Preferred qualifications include, but are not limited to:

• Ability to relate well to the public, in person and on the telephone.
• Dependable, well-organized, friendly, and professional.
• Able to work effectively with multiple supervisors.
  • Daily collaboration and communication with other managers and staff
  • Supporting Customer Service Manager and Assistant Manager with daily tasks and projects.
• Able to balance and prioritize multiple requests.
• Willingness to flex and assist with other departments and tasks as needed.
• Effective office (clerical / secretarial), time management, and organizational skills.
• Be very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
• Comfortable with cold calling local schools, camps and organizations.
• Customer Service:
  • Demonstrate the three P's and lead by example: Positive, Professional and Playful.
  • Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.

Schedule:

4 days a week - 30 hours. Weekend days are required.

Hours may be reduced during the offseason.

Work on holidays is expected as it's when we're busiest.

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