Guest Services Supervisor - Winter 206/27

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, click here

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 with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and

training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining

employees; addressing complaints and resolving problems. Filling in for call outs, and shift discrepancies. Ability to

respond quickly to multiple locations depending on business levels.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); Guest service-related experience and/or training; or equivalent

combination of education and experience.

LANGUAGE SKILLS

Ability to read and write common business levels of correspondence, memos, and formatted letters. Ability to

effectively present information in one-on-one and group situations to customers, clients, and other employees of the

organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and

decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram

form. Ability to respond calmly to problems/guest issues and help provide resolutions.

COMPUTER SKILLS

Must have basic computer skills and the ability to learn Sirius software. Experience with Outlook, Excel, and Microsoft

preferred but not required.

OTHER SKILLS & ABILITIES

Proven Customer Service skills and organizational ability in a fast-paced environment.

OTHER QUALIFICATIONS

Must have professional appearance and demeanor. Ability to become familiar with clerical procedures and good

recordkeeping, including accurate handling of large sums of money. Proper phone etiquette required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

RESORT CONDITIONS

This is a Winter Resort Area. It requires that work venues are varied, and in many cases include steep stairways, multi-level buildings and outdoor work areas, subject to very cold, sometimes wet or very sunny work sites. Some facilities are located at the base or bottom area and some are semi-remote and can only be reached by traveling via chair lift(s), skis or snowboards. Walking surfaces are frequently frozen, sloped and slippery. Proper footwear is a must, indoors and out. Work days and hours, as well as the number of hours required will vary, with an emphasis on weekends and holidays.