Soho Guest Services Supervisor; Tubing Hill

SOHO GUEST SERVICES SUPERVISOR (TUBING HILL)

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About The Utah Olympic Park

Soldier Hollow Nordic Center is home to a state-of-the-art biathlon range that was used for the Salt Lake 2002 Winter Olympic Games. The facility also features a 31-kilometer trail system for cross-country skiing and snowshoeing in the winter, as well as mountain biking and hiking in the summer. It is a dynamic multi-use facility focused on developing and growing participation in winter sports in Utah.

As a part of the Utah Olympic Legacy Foundation, our mission is to cultivate champions in sport and in life, deliver experiences that inspire communities, and celebrate our Olympic Legacy for years to come.

About The Role

The Guest Services Supervisor is responsible for overseeing the daily operations of the guest services team, ensuring exceptional customer service and a positive experience for all guests at the Soldier Hollow Nordic Center. This role includes training and supervising staff, communicating custodian requests, producing end-of-month discard, retail and concession requisition forms, resolving guest inquiries and complaints, and maintaining high standards.

Major Tasks and Responsibilities

• Check-In and Check-Out
• Explain and sell Public Programs, membership, sport programs and events to guests.
• Verify guest information, process reservations, and issue tickets.
• Ensure all guests have signed a waiver via Smart waiver.
• Customer Service
• Act as the primary point of contact for guest concern/complaints, providing timely and effective resolutions.
• Present a professional and knowledgeable welcome to athletes, coaches, and guests.
• Responsible for providing the public with current events information, answering questions about Solider Hollow functions and Team SoHo Programs.
• Address guest inquiries, requests, and complaints in a professional and courteous manner.
• Handle phone calls, emails, and other forms of communication professionally.
• Escalate more complex problems to management if necessary.
• Ensure incoming telephone calls are being answered and handled appropriately.
• Staff Supervision and Training
• Oversee the performance of guest service staff, provide guidance as necessary, and ensure that all team members adhere to service standards.
• Train Guest Services Staff, ensuring they provide outstanding customer service and adhere to organizational policies.
• Conduct Team Meetings to communicate goals, updates and feedback.
• Schedule Basecamp Staff via Paycom.
• Operational Oversight
• Manage daily operations of the guest service department, task delegation, and ensuring smooth workflows.
• Maintain accurate records of guest information and transactions.
• Responsible for the daily operation of the Guest Services Desk area: set-up, open, close and communication protocols.
• Assist in receiving inventory, inventory control and selling inventory for Retail Shop and Concessions.
• Assist with any additional administrative and projects duties as assigned by Managers.
• Ensure minimal disruption to guest experiences by addressing and resolving any operational issues.
• Oversee cleanliness and organization of guest services areas, ensuring a welcoming environment for visitors.
• Order food and beverages from vendors for the Day Lodge and Sport Discovery Center.
• Coordination with Other Departments
• Work closely with other departments (events, tubing, maintenance, Nordic ski) to ensure that guest needs are met and that service disruptions are communicated.
• Billing and Payments
• Process payments, credit/debit card transactions, and checks.
• Process nightly deposits, reports, and accounting forms.
• Process refunds and reservation moves or changes.
• Responsible for cash, safe handling, deposit reporting, and bank deposits.

All Other Duties As Assigned.

Required Knowledge and Essential Skills

• Previous experience in guest services, customer service, or a supervisory role in a hospitality or recreational environment.
• Previous barista experience.
• Excellent communication skills, both verbal and written.
• Ability to handle stressful situations and resolve…