Guest Service Representative

Flex Year Round

Work, Play, Get Paid, and Enjoy the Perks!

• Pay: $15.25 per hour

• Start Date: Summer 2025

• This is a Flex position for 9-11 months per year; you can use your off months to travel or visit friends and family

• Schedule: May require working early mornings, evenings, weekends, and holidays

Employee Perks:

• Free skiing and snowboarding privileges at Alterra resorts + Discounts on Ikon Passes!

• 401k plan available to any employee over the age of 18

• Discounted Friends and Family Lift Ticket Vouchers 

• 30% off Snowshoe food & beverage locations (excludes alcohol), 30% off soft goods like clothes, 15% off hard goods like skis at Snowshoe owned retail locations.

• Pro Deals from some of the industry’s top brands such as North Face, Darn Tough, and many many more!

Why Work with Us?

The At Your Service (AYS) Department is responsible for interacting with lodging guests and internal customers through a centralized telephone service with the purpose of providing a solution to guest/owner/colleague requests or inquiries. The Representatives provide answers to questions and dispatch other departments to help ensure that the guest is having the best experience possible.  Representatives work closely with the Front Desk, Maintenance, IT, Homeowner Services and Housekeeping departments. This position will be remote to West Virginia applicants. Will be required to be onsite for training and 1 time per month. 

Job Responsibilities:

• Answer calls on radio and telephone in a courteous and professional manner
• Respond to emails in a courteous and professional manner
• Records incoming requests accurately and efficiently into AYS Teams database
• Dispatches work to Maintenance, Housekeeping, Homeowner Services, and IT through radio, phone, email and systems.
• Follows up in a timely manner on guest requests, questions and concerns in a prompt and attentive manner
• Adds traces and notes to guest’s accounts
• The At Your Service department is the central hub of information/communication for the resort.  Lodging guests contact the Representatives from their rooms and ask general questions about the resort, specific questions about the guest rooms, and call to make requests for room amenities (extra blankets, cots etc.) or for repairs to the room (i.e. dishwasher repairs, light bulb replacements). Internal customers will contact AYS to request IT support, housekeeping needs and electrical and maintenance requests.
• If the guest request is for a room amenity or repair the AYS Representative will then dispatch internal staff members to complete the tasks.  Typically, communication will be with Maintenance, Homeowner Services, Housekeeping and Front Desk.
• AYS Representatives must use clear, concise communication techniques when interacting with the guest (internal & external).  They will typically need to ask clarifying questions and provide detailed instructions.  They must also speak in a professional manner; being polite, courteous, calm and using intelligent language (no slang etc.)
• AYS Representatives are privy to the personal information of lodging guests.

Preferred Experience:

• Proven ability to provide excellent customer service.  A minimum of 2 years’ experience in customer service setting 
• Past dispatch/call center/switchboard experience is an asset
• Knowledge of Front Desk operations is an asset

• Strong communication skills

• Team oriented with an energetic, friendly, cheerful, and animated demeanor

Education:

• High School Diploma or GED

All Information above is subject to change at any time. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Snowshoe is an equal opportunity employer.