What are the responsibilities and job description for the Hospitality and Guest Services Team Lead position at Pottawattamie County?
An individual in this role will lead the front office operations including scheduling staff, ticketing, lesson booking, responding to emails, answering phones, and opening/closing duties. The Hospitality and Guest Services Team Lead will work with the Administrative Assistant of Conservation to ensure the front office performs to meet the expectations of guests, while keeping efficiency and accuracy in the forefront.
Don't miss out on the adventures at Crescent Hill at Hitchcock this winter!
Oversee all aspects of hospitality and guest services operations. This includes but is not limited to, ticket sales, guest services (emails, phone calls, inquiries), scheduling, group sales, season passes, and resolution of guest issues.
Assist with training of front office staff, this will include all aspects of the front office such as POS machine, close out the POS terminal, balancing the cash drawer, filling out all paperwork necessary to accurately account for sales.
Assist with scheduling of Front Office employees to meet demand based on hours of operation, special events, and level of business.
Keeping track of all front office supplies and retail items.
Assist with documentation of all training is complete, and records are filed correctly.
Lead staff members, including supervision of daily activities and operations within the front office based on demand. Assist with delegation of daily job assignments keeping in mind business levels and customer needs.
Full knowledge of emergency procedures and protocols with the ability to train office staff on these procedures.
Assist guests with all aspects of ticketing, including but not limited to; lift tickets, rental equipment, retail merchandise, season passes, and ski and snowboard school.
Ability to perform all opening and closing tasks daily.
Be well informed of all resort information, work closely with other departments to collaborate on business levels, group business & special events.
Maintain an orderly and clean work environment. Maintain a neat and well displayed front office.
Provide excellent customer service.
Effectively interact with all management staff and co-workers across all departments to support progress toward the overall organizational goals and objectives.
Work in other departments when needed and perform other duties as assigned.
Ability to communicate effectively, both orally and in writing.
Ability to understand and follow both oral and written instructions.
Ability to work both indoors and outdoors.
Ability to use Microsoft Office programs such as Word and Excel.
Work well under pressure, ability follow policies and procedures, demonstrates ability to work as a team and can foster a positive, fun, and safe work environment.
Must be eighteen (18) years old at the time of hire.
Prior Front Office experience is preferred as well as prior supervisor experience.
1-2 years of experience working in the snow sports industry or hospitality.
1-2 years of experience supervising other employees.
Must be reliable and punctual and have own transportation.
Flexibility to work during evenings, weekends, and holidays.
Salary : $16 - $19