Resort Services Agent

Job title: Resort Services Agent in Harbor Springs, MI at The Highlands at Harbor Springs
Company: The Highlands at Harbor Springs
Job description: Overview:The 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

Responsibilities:Essential 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 Qualifications:

Required 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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