Guest Services Supervisor - Winter

Position: Guest Services Supervisor - Winter 206/27
Location: Jay

WHY WORK AT JAY PEAK?

We’re a team of good-natured folks at the heart and soul of a growing resort community. Our co-workers are our friends, so we happily go the extra mile for each other and our guests. We’re rewarded fairly for our collective efforts and encouraged to pursue individual goals. We’re a family, one that gets to choose its members. We strive for an authentic, community driven Resort that derives its vitality from the on-mountain experience, respect for its history & what has come before it, and its employees whose energy and spirit are its foundation.

It’s not for everyone but we’re not looking for everyone-we’re looking for you.

IF YOU HAVE WHAT IT TAKES, HERE'S WHAT YOU’LL GET $19.00/hr Paid Sick Time
401k program eligibility with employer match after a year of employment with 1,000 hours of service FREE or deeply discounted season passes for you and your dependents

Employee Recognition Programs (including daily, monthly, yearly, and seniority programs)
Seasonal employee parties

Regular free employee breakfasts/lunches, family events, and parties

For a full listing of employee perks both on and off-property, SUMMARY Supervises and coordinates activities of Customer Service Agents engaged in handling ticket and pass requests for skiing and waterpark admission, addressing customer complaints, as well as provides training to Agents by performing the following duties.

ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, other duties may be assigned)
• Assists with interviewing, hiring and training Ticket Sellers and Guest Service Agents for both Waterpark and winter Ticketing offices.

Assisting with interviewing, hiring and training Ticket Sellers and Guest Service Agents for both Waterpark and Winter Ticketing offices.

Working with the Guest Services Manager to develop orientation and training plans for new Agents including:

Creation and maintenance of a Guest Services Training Guide including general resort information and a practical guide to selling/redeeming all products for both winter ticketing and the water park Maintenance of a Customer Service Standards Manual. The manual should highlight best practices expectations, code of conduct, and upselling of current products. Manual will stress the importance of accountability to end of day cash-up, appropriate attention to professional appearance, and providing friendly and efficient customer service in a professional manner.

Being a role model for the team and, with the Guest Services Manager, set the tone and expectations of the office.

Managing, and helping Agents manage, guest issues and questions. Having flexibility to address concerns but also knowing when to escalate an issue to the Guest Services Manager.

Assisting with staffing for all Guest Service locations, team oversight, and management including employee recognition, annual reviews, guidance for new Agents and, if necessary, corrective counseling.

Maintenance of filing systems for season pass sales, employee and dependent passes, and waterpark products.

Ensuring the various Guest Services locations are well stocked with supplies (brochures, trail maps, posters, etc), stock for ticketing, season passes, printers, etc.

Keeping up with daily cleaning and organizing of the office.

Ensuring kiosk machines are filled with stock at the end of each shift.

Working closely with the Guest Services Manager, IT, Security, and Accounting to continually discuss and improve Guest Services processes and procedures.

Other duties as assigned by supervisor, which could be directly related, or unrelated to original position.

SUPERVISORY RESPONSIBILITIES Shared supervision of 10
-15 employees in all Customer Service/Ticketing outlets. Carries out supervisory responsibilities in accordance…