Guest Services Lead

Description

SUMMARY


While working as a Guest Services Lead, you will be responsible for supporting the Guest Services Supervisor and overseeing Guest Services team. This role is a hybrid format of customer-facing responsibilities such as selling tickets and supporting the front-line team, as well as serving as an event coordinator for departmental events. You will be the first line of leadership presence for both employees and guests. This position oversees and executes daily departmental functions and plays an active role in our department's long-term development. Our number one goal is delivering phenomenal guest service!


A key part of every employee's job is to serve as a Targhee ambassador, engaging the guest at every opportunity.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Act as a resort ambassador to staff and guests.
2. Provide guest-facing customer service, promote product sales, problem solve, and guest de-escalation.
3. Balance till and handles electronic and physical payments.
4. Assist in seasonal staff onboarding and training.
5. Collaborate with other Team Leads to manage daily operations.
6. Oversee Guest Services Representatives and Pool Attendants.
7. Create and implement small-scale departmental events focused on engaging local clientele.
8. Play an active role in developing this position in alignment with our long-term vision.
9. Manage inventory.
10. Assist in monthly staff performance coaching and daily staff feedback.Lead morning staff meetings.

RESPONSIBILITIES TO SAFETY:

1. Protect the safety of self, workers, and Grand Targhee Resort guests.
2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
3. Report safety-related accidents and incidents at once to immediate supervisor.
4. Follow all company and department safety policies and procedures as outlined in the Resort's Occupational Safety & Health Compliance Manual and department-specific procedures or manuals.
5. Operate equipment safely so that it will not lead to injury to yourself or others.
6. Drive in accordance with the law and Grand Targhee Resort policies.

SUPERVISORY RESPONSIBILITIES

This position oversees Guest Service Representatives and Pool Attendants. Guest Services Leads are responsible for playing an active role in daily department responsibilities and event coordination. This role assists the department managers with seasonal performance coaching and is responsible for their team's daily feedback and support.


WORK SCHEDULE

Due to the nature of the recreation industry, we are in operation seven days a week. This includes weekends and holidays and there is no guarantee of hours. Flexible working hours may be required based on the business levels.


EDUCATION and/or EXPERIENCE


Prior guest service experience is required, and experience in ski resort ticketing and/or event management is preferred. Experience with RTP, Aspenware, and/or equivalent POS and online product platforms is a bonus. Event coordination experience preferred.


QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prior guest service experience required.
• Computer skills required and must be confident in troubleshooting errors within our RFID product network.

MATHEMATICAL SKILLS

Calculating discounts and percentages is a daily function of this role, as well as keeping a balanced till, managing event contracts and billing, and handling electronic and physical payments. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to accurately read and make measurements.

LANGUAGE SKILLS


Fluency in English required. Spanish proficiency also preferred. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Excellent verbal communication skills.

REASONING ABILITY


Ability to carry out detailed but uninvolved written or verbal instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands and work environment described here are representative of those that must be met and may be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee frequently is required to stand. The employee is occasionally required to walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


WORK ENVIRONMENT


This position is based indoors, at a customer-facing computer station. You will work daily alongside the Guest Services Representatives, the Mountain Hosts, and the Pool Attendants. Part of this role is event coordination, requiring working outside in the Grand Targhee Plaza area to set up event equipment and oversee events from start to finish. While performing the duties of this job, the employee is exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Grand Targhee Resort is an equal opportunity employer. In accordance with anti-discrimination law, GTR prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.