What are the responsibilities and job description for the Outdoor Guest Experience Asst. Manager position at Berkshire East Mountain Resort?
Berkshire East and Zoar Outdoor Guest Experience Assistant Manager
19.00-21 per hour Hourly rate of pay Full Time Health, Dental & Vision
benefits, 401K, PTO, FSA & HSA plans. 160 hours of accrued paid time
off. Complimentary use of all companies: Zoar Outdoor, Berkshire East &
Catamount Ski Areas. Guest Experience Assistant Manager Work alongside
the Guest Experience Manager to ensure the guest experience team
provides excellent guest service whether the experience is via email,
phone or in person. This involves working closely with our call center
and ticket selling team as well as other departments throughout
Berkshire East And Zoar Outdoor. Duties And Responsibilities Include
Assisting with day to day management of the Welcome Center including but
not limited to: Answer phones as needed and stay connected with email
communications Assist the Guest Experience Manager as they hire, train
and supervise call center and ticket staff Frequent staff check-ins
Reward and recognize staff for achievements and celebrate office success
Assist in coaching, correcting and providing feedback for office staff
Lead by example and promote a positive interaction and experience with
all guests. Assist with onboarding training and documentation to new
staff Assist with maintaining and updating training documents Assist in
delegating important and daily tasks to staff Assist with creating and
maintaining call center/ticket work schedule Assist with communicating
office procedures to all Welcome Center staff Work with the Guest
Experience team to maintain a positive, professional and playful office
atmosphere. Assist with monitoring AR reports for FareHarbor (summer)
and Outstanding Balances and Payment Plans in Intouch Assist with
maintaining office documents. Ensuring adequate digital or physical
copies of program paperwork and waivers are easily accessible for the
customer service staff. Communicate office procedures, seasonal pricing,
promotions and changes to office staff when necessary. Assist with
tracking free trip benefits for summer staff / issuing employee comp
benefits for winter staff. Maintenance of the point-of-sale and
reservation system including: Assist in creating winter and summer
products, discounts/promos and availabilities. Work with outside support
for system problems and fixes. Assist in close-out duties and cash
transactions handled by Ticket Booth/ Customer Service staff. Assist in
tracking all review platforms and delegating responses to testimonials
in a timely manner and resolve and handle negative reviews with guidance
Of The Guest Experience Manager. Preferred Qualifications Include, But
are not limited to: Ability to relate well to the public, in person and
on the telephone. Dependable, well-organized, friendly, and
professional. Able to work effectively with multiple supervisors. Daily
collaboration and communication with other managers and staff.
Supporting Guest Experience Manager and other staff with daily needs.
Able to balance and prioritize multiple requests. Willingness to flex
and assist with other departments and tasks as needed. Effective office
(clerical / secretarial), time management, and organizational skills. Be
very familiar with Google Drive, Google Sheets, Google Docs, Microsoft
Word and Excel. Customer Service: Show leadership in partnership with
the Management team. Demonstrate the three P\'s and lead by example:
Positive, Professional and Playful. Exhibit pride and responsibility for
the office by showing exceptional customer service towards our guests.
Prior supervisory experience is preferred. Schedule: Schedule: 5 days a
week 40 hours. weekends required. Weekends and holiday periods are
typically very busy and scheduling may be adjusted to accommodate the
needs of the business. Work on holidays is expected as it\'s when we\'re
busiest.
19.00-21 per hour Hourly rate of pay Full Time Health, Dental & Vision
benefits, 401K, PTO, FSA & HSA plans. 160 hours of accrued paid time
off. Complimentary use of all companies: Zoar Outdoor, Berkshire East &
Catamount Ski Areas. Guest Experience Assistant Manager Work alongside
the Guest Experience Manager to ensure the guest experience team
provides excellent guest service whether the experience is via email,
phone or in person. This involves working closely with our call center
and ticket selling team as well as other departments throughout
Berkshire East And Zoar Outdoor. Duties And Responsibilities Include
Assisting with day to day management of the Welcome Center including but
not limited to: Answer phones as needed and stay connected with email
communications Assist the Guest Experience Manager as they hire, train
and supervise call center and ticket staff Frequent staff check-ins
Reward and recognize staff for achievements and celebrate office success
Assist in coaching, correcting and providing feedback for office staff
Lead by example and promote a positive interaction and experience with
all guests. Assist with onboarding training and documentation to new
staff Assist with maintaining and updating training documents Assist in
delegating important and daily tasks to staff Assist with creating and
maintaining call center/ticket work schedule Assist with communicating
office procedures to all Welcome Center staff Work with the Guest
Experience team to maintain a positive, professional and playful office
atmosphere. Assist with monitoring AR reports for FareHarbor (summer)
and Outstanding Balances and Payment Plans in Intouch Assist with
maintaining office documents. Ensuring adequate digital or physical
copies of program paperwork and waivers are easily accessible for the
customer service staff. Communicate office procedures, seasonal pricing,
promotions and changes to office staff when necessary. Assist with
tracking free trip benefits for summer staff / issuing employee comp
benefits for winter staff. Maintenance of the point-of-sale and
reservation system including: Assist in creating winter and summer
products, discounts/promos and availabilities. Work with outside support
for system problems and fixes. Assist in close-out duties and cash
transactions handled by Ticket Booth/ Customer Service staff. Assist in
tracking all review platforms and delegating responses to testimonials
in a timely manner and resolve and handle negative reviews with guidance
Of The Guest Experience Manager. Preferred Qualifications Include, But
are not limited to: Ability to relate well to the public, in person and
on the telephone. Dependable, well-organized, friendly, and
professional. Able to work effectively with multiple supervisors. Daily
collaboration and communication with other managers and staff.
Supporting Guest Experience Manager and other staff with daily needs.
Able to balance and prioritize multiple requests. Willingness to flex
and assist with other departments and tasks as needed. Effective office
(clerical / secretarial), time management, and organizational skills. Be
very familiar with Google Drive, Google Sheets, Google Docs, Microsoft
Word and Excel. Customer Service: Show leadership in partnership with
the Management team. Demonstrate the three P\'s and lead by example:
Positive, Professional and Playful. Exhibit pride and responsibility for
the office by showing exceptional customer service towards our guests.
Prior supervisory experience is preferred. Schedule: Schedule: 5 days a
week 40 hours. weekends required. Weekends and holiday periods are
typically very busy and scheduling may be adjusted to accommodate the
needs of the business. Work on holidays is expected as it\'s when we\'re
busiest.