This role is dedicated to delivering exceptional guest experiences through our unique "Guest of One" approach. You will oversee the daily functions of the Guest Service Desk and Ski & Ride/Activities desk, including the management of Guest Service Agents, Customer Service Coordinators, Switchboard Operators, and Night Audit staff. The role involves recruitment, training, customer facing interactions, and team development to ensure top-notch guest interactions. Weekends, holidays, and evening shifts are a must.

Key Qualities

• Passion for customer service
• Proactive and driven in a dynamic environment
• Skilled in organizing, training, and leadership
• Excellent at interpersonal communication and team building
• Proficient in resolving guest issues to achieve maximum satisfaction
• Capable of multitasking with attention to detail

Main Responsibilities

• Oversee Guest Services Department & Ski & Ride department operations
• Customer Facing
• Recruit, evaluate, and manage the performance of staff
• Schedule and oversee 15-20 team members across various roles
• Manage essential Guest Service Desk & Ski & Ride functions and liaise with Accounting for financial tasks
• Handle guest concerns and ensure a thorough understanding of lodging options and discounts
• Facilitate communication between operational departments for efficiency
• Implement and lead training sessions focusing on our "Guest of One" philosophy
• Organize and lead team meetings and manage emergency situations effectively