Guest Service Agent

Role Summary

Our Guest Service Agents consistently provide exceptional service by focusing on each guest’s individual needs, proactively anticipating areas of concern and providing informed descriptions and recommendations on all Ziptrek products. The smooth coordination of guest requirements from reservations to signing waivers and final payment is facilitated by the Guest Services team.

What we’re looking for:

- You enjoy helping people...a lot - we’re not kidding, you’ll be chatting all day
- You are an organization and time management fanatic and pay close attention to small details
- You recognize and embrace the flexibility tourism careers require - work hard, play hard
- You understand, or are keen to learn, how to optimize efficiency and sell available products effectively
- You radiate positivity and work productively with other staff

Main Duties

Guest Services
- Interact and greet customers promptly and enthusiastically on a daily basis
- Facilitate all aspects of the guest service experience - from reservations to final payment
- Generate accurate tour bookings within our reservations software system (Zaui), considering optimal tour timing and available staff
- Maintain thorough knowledge of all job related aspects - products, policies and procedures
- Maintain a culture of going above and beyond customer’s expectations. Create a customer experience based on compassion, passion and empathy
- Ensure guest documentation is filled out accurately, completely and filed appropriately
- Maintain guest services documents, tracking sheets, databases and filing systems as needed
- Take ownership of customer needs and address any concerns before they become a problem
- Create and uphold strong working relationships with client base, tour operators and outside professionals
- Ensure all guest inquiries are promptly routed to the appropriate Ziptrek contact as/if required
- Additional duties as required

Communication
- Respond to all guest complaints - requesting supervisor intervention when necessary
- Maintain and protect the confidentiality of guest/payment information
- Maintain strong communication with the entire Operations team throughout the day

Employee Experience
- Adhere to Ziptrek’s Core Values.
- Help fellow staff members - creating a supportive and empowering work environment
- Put team objectives above personal objectives and create a working environment in which fellow employees feel empowered and supported
- Establish and maintain effective working relationships with co-workers, supervisors, managers
- Be mutually responsible for a fun and positive workplace on a day-to-day basis

Financials
- Ensure appropriate cash & credit card handling procedures are adhered to for every transaction
- Ensure the accuracy of sales, discounts, commissions, referrals and payments
- Accurately process payment for all bookings, paying close attention to all aspects of reconciliation.

Hours, Training & Benefits:

- On-call schedule with possible irregular hours - dependent on business levels
- We work in a seasonal town, our staff work hard in the summer and book their holidays during the shoulder seasons (September - mid-December) - if you aim to take time off in July or August this role may not be the best fit
- Hourly wage starting at $21.75 per hour
- All job specific training is done in house

ADVENTURE - EDUCATION - INSPIRATION
We are a guest-focused business that is seasonal in nature - during peak times we may call on our team to get outside, work additional hours and do whatever it takes to deliver the experience we are renowned for.