Guest Services Supervisor - Winter 206/27

Priority Dispatch Corp.; Jay (VT); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Season passes for employees and depend

Paid sick time

401k with employer match after 1,000+”

Employee recognition programs

Seasonal employee parties

Free meals / breakfasts

Job summary

Jay Peak is seeking a Customer Service Supervisor to oversee ticketing and waterpark/guest services operations. You will train and coach agents, ensure top-quality service, and coordinate across departments to resolve guest issues.

This is a hands-on leadership role in a fast-paced resort environment. The ideal candidate has strong customer service skills, solid communication, and experience with ticketing systems.

Qualifications

• High school diploma or GED; guest service experience preferred.
• Strong reading/writing and presentation skills for one-on-one and group settings.
• Basic math and money handling; ability to learn Sirius software and MS Office.

Responsibilities

• Supervise 10–15 Customer Service/Ticketing staff across locations.
• Assist with interviewing, hiring, and training Ticket Sellers and Guest Service Agents.
• Develop orientation/training plans and maintain a Guest Services Training Guide.
• Collaborate with IT, Security, and Accounting to improve guest services processes.

Skills

Customer service

Communication

Organizational skills

Microsoft Excel

Education

High school diploma or GED

Tools

Sirius software

Outlook

Excel

Job description

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/hrPaid Sick Time401k program eligibility with employer match after a year of employment with 1,000 hours of serviceFREE or deeply discounted season passes for you and your dependentsEmployee Recognition Programs (including daily, monthly, yearly, and seniority programs)Seasonal employee partiesRegular free employee breakfasts/lunches, family events, and partiesFor a full listing of employee perks both on and off-property, click hereSUMMARYSupervises 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 parkMaintenance 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 RESPONSIBILITIESShared supervision of 10 -15 employees in all Customer Service/Ticketing outlets. Carries out supervisory responsibilitiesin accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, andtraining employees; planning, assigning, and directing work; appraising performance; rewarding and discipliningemployees; addressing complaints and resolving problems. Filling in for call outs, and shift discrepancies. Ability torespond quickly to multiple locations depending on business levels.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therequirements listed below are representative of the knowledge, skill and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and/or EXPERIENCEHigh school diploma or general education degree (GED); Guest service-related experience and/or training; or equivalentcombination of education and experience.LANGUAGE SKILLSAbility to read and write common business levels of correspondence, memos, and formatted letters. Ability toeffectively present information in one-on-one and group situations to customers, clients, and other employees of theorganization.MATHEMATICAL SKILLSAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, anddecimals.REASONING ABILITYAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagramform. Ability to respond calmly to problems/guest issues and help provide resolutions.COMPUTER SKILLSMust have basic computer skills and the ability to learn Sirius software. Experience with Outlook, Excel, and Microsoftpreferred but not required.OTHER SKILLS & ABILITIESProven Customer Service skills and organizational ability in a fast-paced environment.OTHER QUALIFICATIONSMust have professional appearance and demeanor. Ability to become familiar with clerical procedures and goodrecordkeeping, including accurate handling of large sums of money. Proper phone etiquette required.PHYSICAL DEMANDSThe 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 ENVIRONMENTThe 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 CONDITIONSThis 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.