Guest Services Team Lead

Job Details

Job Location:

Killington Resort - Killington, VT, Position Type:
Full-Time Year Round, Salary Range: $21.00 - $22.05

Hourly, Job Category:
Guest Services

Compensation:
Hourly wage, adjusted based on experience.

• Optional company subsidized medical, dental, vision, flexible spending account, health savings account, employer paid short term disability & long-term disability offerings
• 401(k) retirement plan (with company match up to 5%)
• Paid parental leave
• Paid time off, holiday and sick pay
• Free season pass for employee/dependents
• Privileges at several other resorts
• Several discount programs (i.e. food & beverage, retail/rental, friends & family tickets, etc.)

At Killington Resort and Pico Mountain, we're committed to providing excellent guest service and experience, and we need a Guest Services Team Lead to oversee daily operations in our Guest Services locations and bag check. In this role, you'll help lead the guest services team to assist guests and resolve guest experience issues. Your friendly demeanor and commitment to issue resolution and prevention will drive guest satisfaction.

• Oversee and help manage the daily operations of guest services locations and bag check
• Lead and supervise front-line staff, assist with training, scheduling, and performance management
• Manage inventory and supplies for the guest services areas
• Serve as an escalation point for complex guest issues, working to resolve them efficiently and effectively
• Take ownership of all guest situations utilizing recovery tools provided and recognize when to escal
• Collaborate with other departments to gather information and resources needed for guest issue resolution
• Ensure high standards of customer service are consistently met
• Provide ownership of the lost and found process and system.
• Monitor guest feedback and provide regular information on guest issues to the leadership team to improve operational processes to enhance guest satisfaction
• This is an in-person indoor position requiring weekend and holiday availability

• High School Diploma or GED Equivalent (college degree preferred)
• 3+ years of experience in a customer/guest service role with at least 1 year of supervisory experience preferred
• Proficient knowledge of Microsoft Office programs

• Strong written and verbal communication skills
• Ability to quickly learn new computer-based systems and software.
• Strong administrative and organizational skills
• Demonstrated conflict resolution skills
• Ability to collaborate and work cross-departmentally
• Flexibility to occasionally work outdoors

It is the policy of Killington/Pico Ski Resort Partners, LLC to provide equal opportunity and employment to all staff and applicants. No person shall be discriminated against in any condition of employment because of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, physical or mental condition, or any qualified individual with a disability or veteran status.