Resort Services Agent

Job title: Resort Services Agent in Harbor Springs, MI at Boyne Resorts
Company: Boyne Resorts
Job description: Job Description:OverviewThe 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.

Visit our website for all of our amazing perks, view testimonials, and more!Our Core Values: LEADS by ServingAt Boyne Resorts, we believe that great leadership is the key to transforming a good work experience into a great one. Our core values guide us every day as we work to create lasting memories for every guest.

• 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

ResponsibilitiesEssential Job Functions (including but not limited to,):

• 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

QualificationsRequired Qualifications (knowledge, skills, certifications, education, etc)

• 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

Preferred Qualifications (knowledge, skills, certifications, education, etc)

• Familiar with RTP or Salesforce software

Expected salary:
Location: Harbor Springs, MI
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