Guest Services Associate

Guest Services Associate

Join the Discovery family, where quality and service are at the heart of everything we do! This role will be located at one of Discovery Land Company's locations: Homewood Mountain & Lake Club, set on the West Shore of Lake Tahoe in Homewood, California. Homewood Mountain & Lake Club is seeking a Guest Services Associate to join the Guest Services Department.

Job Summary:

The Guest Services Associates are responsible for supporting the day-to-day operations of the Guest Services department and delivering an exceptional guest experience at Homewood. This position serves as a key point of contact for guests, helping them identify and purchase the products and services that best meet their needs while providing knowledgeable, professional, and personalized service.

Guest Services Associates work across the Guest Services Office and Ski School Sales areas and are expected to maintain comprehensive knowledge of resort products and services, including lift tickets, ski and snowboard school programs, rental products, season passes, and other resort offerings.

Duties & Responsibilities:

• Deliver exceptional customer service by welcoming guests, responding to inquiries, and providing accurate and timely information regarding resort products and services.
• Develop and maintain comprehensive knowledge of lift tickets, ski and snowboard school programs, rentals, season passes, mountain terrain, snow conditions, and other resort offerings.
• Assist guests with product selection by understanding their needs and recommending appropriate products and services.
• Process sales, reservations, transactions, and other guest requests accurately and efficiently.
• Respond to and resolve guest concerns and complaints with professionalism, empathy, and sound judgment, escalating issues when appropriate.
• Provide information and assistance related to billing, account questions, resort access, and other guest service matters.
• Demonstrate proficiency with the resort's sales, processing, and database technology platforms, including RTP, and troubleshoot routine system and transaction issues.
• Maintain current knowledge of company policies, procedures, standards, rules, and regulations.
• Actively listen to guests and proactively identify both expressed and anticipated needs.
• Ensure the Guest Services office is in accordance with its Department Operating Plan (DOP)
• Snow removal as required.
• Other duties as assigned.

Skills & Qualifications:

• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
• Strong attention to detail and ability to communicate information accurately.
• Previous experience in hospitality, ski resorts, or a related field is preferred.
• Proficiency with standard office technology, including email, web-based applications, Microsoft Office, and other digital communication tools. Previous experience with RTP desirable.
• Must be at least 18 years old.

Additional Requirements:

• Flexibility and ability to pivot to new projects and desire to work in fast-paced environment.
• Ability to work in a team environment.
• Ability to stay calm and focused during the busiest of times.
• Ability to read, write, speak, and understand English; additional languages preferred.
• Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.

Benefits:

• Full-Time or Part-Time, Seasonal, Non-Exempt
• Employer-sponsored 401k
• Employee Meals and Recognition Programs
• Professional development and upward mobility opportunities
• Work-Family Culture

The Company's good faith estimate of the hourly rate it expects to pay for this role is $22-$25 and is based on applicable and specialized experience and location.

About Us:

Located on the west shore of Lake Tahoe, Homewood Mountain & Lake Club is a beloved four-season destination known for its stunning lake views, intimate slopes, and commitment to personalized guest experiences. We pride ourselves on creating a warm, welcoming environment for both guests and employees. If you're passionate about hospitality and want to be a key leader in shaping the future of F&B at one of Tahoe's most scenic resorts, we want to hear from you.

Discovery Land Company is a U.S.-based real estate developer and operator of private residential communities with a world-renowned portfolio of domestic and international properties. The mission of Discovery Land Company is to create one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world.