Guest Services Team Lead — Elevate Guest Experience

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

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.