Guest Services Team Lead

Paycom; Killington (VT); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401(k) match

Paid parental leave

Paid time off

Season pass

Discount programs

Job summary

Killington/Pico Ski Resort Partners, LLC is seeking a Guest Services Team Lead at Killington Resort to supervise daily operations in guest services locations and bag check. You will guide front-line staff, assist with training and scheduling, and resolve guest experience issues to maintain high service levels.

The role requires weekend and holiday availability, a High School diploma (college degree preferred), and 3+ years in guest service with supervisory experience.

Qualifications

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

Responsibilities

• Oversee and manage 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 guest services areas.
• Serve as an escalation point for complex guest issues and resolve efficiently.
• Own all guest situations using recovery tools and escalate when needed.
• Collaborate with other departments to gather information 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 report issues to leadership to improve processes.

Skills

Customer service leadership

Supervision

Conflict resolution

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Job Details

Job Location: Killington Resort - Killington, VT, Position Type: Full-Time Year Round, Salary Range: $21.00 - $22.05Hourly, Job Category: Guest Services

Compensation and Benefits

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.)

Job Summary

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.

Summary of Key Responsibilities

• 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

Qualifications

• 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

Required Knowledge, Skills and Abilities

• 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.