Guest Services Manager

Description

(FT Year Round Benefited Position) 

The Guest Services Manager sets the standard for mountain wide customer interaction and strives to continuously improve and deliver exceptional customer service. As a primary cheerleader for company vision, mission and values the Guest Services Manager inspires a team that makes every decision with a Freedom to Ski mindset.

Qualifications

Customer Service: 

• Lead by example and inspire others to approach every guest with a smile and helpful attitude and serve them using empathy, compassion, humility, and gratitude, ensuring guests feel welcomed to the Snowbowl family.

• Guide the overall Snowbowl customer service experience by connecting with guests, humanizing interactions, delivering personalized experiences, and building positive connections.

• Act with a level of emotional intelligence that encourages active listening to understand the guests overall situation, keeping policy as a reference point while the primary focus and filter is providing the Freedom to Ski.

• Regulate emotions and behaviors to deliver optimal outcomes, positive interactions, and high-valued guest experiences

• Defuse confrontations through a high degree of tact and diplomacy.

Teamwork and Communication:

• Motivate, and coach a team of guest services professionals to live our company values in their interactions with our guests through knowledge, guidance, training, and support. 

• Serve and make others better.  Add value to others through empowerment by providing regular constructive and positive feedback.. 

• Develop and execute winter and summer hiring plans, prioritizing hiring for culture fit, and alignment with providing the freedom to ski. 

• Create schedules, assign, and delegate tasks and projects, performance appraisals, and disciplinary discussions.

• Overall responsibility for all ticket, rental and ski school cashiers through effective representation by Guest Services Leadership.

• Attend weekly meetings with Marketing, the Revenue Manager, and the Base Area Manager to discuss customer relations, guest feedback, products and specials..

• Proactively communicate changes in Internal operations, policies, and procedures in a clear and timely manner, ensuring that all team members are informed and updated. 

• Be there for your team. This role requires active collaboration with all other departments to gain a comprehensive understanding of all mountain operations and commitment to supporting the team in every way possible. Attend other department training and present an overview of Snowbowl policies, and general guest service philosophy.

• Oversee Fort Valley Lodge operations.

Back End Guest Services 

• Budgetary duties for the Guest Services Department; maintain budget needs, such as: purchase orders, invoices, expenses, daily labor management. etc. 

• Monitor back stock of supplies, such as: tickets stock, reloadable media, pass supplies, receipt paper, trail maps, etc. and complete orders as needed.

• Oversee group sales and establish efforts of welcoming more groups to the resort.

• Determine software interface conflicts, troubleshoot when possible and communicate when assistance is needed. 

• In collaboration with the Marketing, Revenue Manager, IT department, and other necessary personnel, plan, develop, and execute product launches. 

• Lead all testing of products through the webstore, sales, products and specials 

Guest Research: 

• Implement and lead appreciation efforts focused on promoters such as letters of gratitude.

• Spearhead adjustments to guest research surveys and send weekly data.

• Arizona Snowbowl’s point of contact for Guest Research 

• Increase the importance of a guest research mindset through communication efforts by preparing presentations, implementing recurring leadership meetings or correspondences that focus on promoters. 

• Establish more celebration of accomplishments showing the WHY we do what we do and that the job everyone does leads to guest satisfaction. 

Other Responsibilities:

• Maintain confidentiality in guest service budgets, expenses, and revenues, guest information, software interfaces, and any other sensitive information. 

• Uphold company policies, procedures, purpose, cultures, and values. 

• Demonstrate proficiency in quickly learning and adapting to various computer software programs.

• Outstanding work ethic and attendance; willingness to work extra hours, holidays, and weekends.