Guest Services Senior Lead

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 Senior Lead to join the Guest Services Department.**Job Summary:**The Guest Services Senior Lead supports the day-to-day operations and leadership of the Guest Services department, ensuring every guest receives knowledgeable, efficient, and exceptional service throughout their Homewood experience. This role serves as a key connection between guests and the resort’s products and services, helping guests identify and purchase the products that best meet their needs.The Guest Services Senior Lead works across the Guest Services Office and Ski School Sales areas and maintains comprehensive knowledge of resort products, including lift tickets, ski and snowboard school products, rentals, season passes, and other resort offerings. The Senior Lead supports the Services Manager and Resort Services Director with daily operational and leadership responsibilities.**Duties & Responsibilities:*** Deliver exceptional, personalized guest service by answering questions, identifying guest needs, recommending appropriate resort products, and resolving concerns in a timely and professional manner.* Handle guest inquiries and complaints related to resort access, mountain terrain, snow conditions, ski and snowboard school, rentals, billing, tickets, season passes, and other resort products and services.* Oversee daily operations across the Guest Services Office, Ticket Windows, Ski School Sales, Call Center, online ticket sales support, and on-mountain ticket scanning operations.* Support the Services Manager with daily leadership responsibilities, including scheduling, training, coaching, motivating, evaluating, and addressing performance or conduct concerns.* Provide support to the Guest Services team in troubleshooting and resolving ticketing and technology issues, from point-of-sale (POS) systems through on-mountain scanning interfaces.* Maintain a high level of proficiency with resort sales, processing, and database technology platforms, including RTP, and troubleshoot system functionality as needed.* Maintain current knowledge of resort products, services, policies, procedures, rules, regulations, and operational changes; ensure compliance and consistent application across the department.* Actively listen to guest concerns, assess situations, and determine appropriate solutions while protecting the guest experience and company interests.* Snow removal as required.* Other duties as assigned.**Skills & Qualifications:*** A minimum of 1 year of experience in hospitality, ski resorts, or a related field required.* Previous supervisory, lead, or team leadership experience preferred.* Strong attention to detail and ability to communicate information accurately.* Must be at least 18 years old.**Additional Requirements:*** Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.* 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, Seasonal, Non-Exempt* Employer-sponsored 401k* Employee Meals and Recognition Programs* Professional development and upward mobility opportunities* Work-Family CultureThe Company’s good faith estimate of the hourly rate it expects to pay for this role is $25-$28 and is based on applicable and specialized experience and location. #J-18808-Ljbffr