Member Services Associate

Member Services Associate

Powder HQ - Eden, UT

Overview

Salary Range $24.00 - $26.00

Summary

Powder Haven, Powder Mountain's exclusive private community, is seeking a hospitality professional to join our team as a Member Services Associate. This role is essential to creating an exceptional and highly personalized experience for our members and their guests.

The ideal candidate will take pride in going above and beyond, anticipating needs, creating thoughtful surprise and delight moments, and building genuine, lasting connections within the Powder Haven community. This position requires polished communication, strong attention to detail, and close collaboration with the Real Estate, Powder Haven Property Management (PHPM), Membership, and resort teams to ensure a seamless member experience

About This Role

Job Title: Member Service Associate Department: Club Member Services Status: Seasonal FT Reporting To: Member Services Manager

Key Responsibilities:

• Serve as the front desk host by providing a warm welcome to members and guests, delivering five star customer service, and maintaining a polished and professional presence.
• Address and resolve Member and guest questions, concerns, and service issues promptly and professionally, involving management or the appropriate department as needed while maintaining ownership through completion.
• Listen for and communicate relevant member and guest feedback, suggestions, compliments, and recurring concerns to leadership and the appropriate departments.
• Receive and print Winter Lift Ticket requests during the Winter Season and ensure waivers are signed upon pick up.
• Monitor and respond to the Member Services email inbox, phone calls & texts, HubSpot Service Hub, and Member Services chat in a timely and detailed manner.
• Maintain strong knowledge of resort amenities, dining options, activities, special events, local attractions, excursions, entertainment, and cultural experiences.
• Assist members and guests with on and off property reservations, transportation arrangements, booking changes, and cancellations.
• Process transactions for member guests on the TEI pos (lessons, gear rentals, etc)
• Receive and respond to lesson bookings from members, making sure all requests are sent to the Membership Ski School Manager.
• Receive and input all gear rental requests from members and make sure all requests are sent to the Skylodge retail team.
• Monitor access to Skylodge by confirming that each person entering is a Powder Haven member or an approved affiliated guest. Verify guest authorization through registration records and follow established procedures when access cannot be confirmed.
• Perform daily tasks as requested by guests, i.e., grocery shop and delivery, specific guest requests, special deliveries.
• Dedication to quick response time and detailed execution of request and follow up.
• Support food and beverage operations at Skylodge, including managing dinner reservations through Sevenrooms, hosting during dinner service, organizing menus, and assisting with related operational needs.
• Possess strong problem solving, ability to multi-task, work with little guidance at time, and demonstrate leadership.
• Work with our project management tools, such as Asana and Hubspot Service Hub
• As needed, assist with coordinating or completing deliveries involving FedEx, UPS, and USPS, including gathering parcels from the Eden Post Office and transporting them to the Skylodge Mail Hut.
• Other duties as assigned.

Requirements and/or Qualifications:

• Bachelor's degree or associates Degree preferred
• High school diploma or GED - required
• 18+ years of age - required
• Clean driving record- required
• Must be able to pass a Background Check
• Able to work - weekdays/weekends, holidays, and nights
• Basic computer proficiency with excellent communication - written and in person.
• Maintain a professional and polished appearance.
• Desire to work at both Powder Mountain and Powder Haven resorts in inclement weather and at peak season.

Physical Requirements- Must be able to perform physical activities such as, but not limited to:

• Reach, push, pull, lift, and carry objects that may be heavy (40+lbs)
• Prolonged periods of standing, walking, bending, and twisting
• Walk on even/uneven/slippery terrain
• Climb/descend stairs/ladders

Working Environment:

Must be willing to work inside and outdoors intermittently throughout the seasons - including periods of time outside during inclement weather, and shifts outside during events in the summer. Must be willing to work in spaces that become crowded/noisy during peak hour