Snow Sports Desk Lead: Elevate Guest Experience

Crystal Mountain; Michigan; Hybrid; USD 35,000 - 55,000; Full time

Job summary

Crystal Mountain in Thompsonville, MI is seeking a Snow Sports Desk Lead to support the Snow Sports Desk staff and assist Tickets & Rental as needed. The role involves desk operations, lesson coordination, cash handling, and administrative support for programs.

The ideal candidate will have Flaik and Sales 32 experience, strong MS Office skills, and excellent communication. Evening and weekend work is required at this resort.

Qualifications

• Flaik and Sales 32 experience required.
• Advanced MS Office skills (Excel, Word, Outlook).
• Strong writing, verbal communication, and data interpretation.
• Self-directed with time and resource management.

Responsibilities

• Support Snow Sports Desk daily operations.
• Assist training and onboarding of staff.
• Coordinate lessons with instructors using Flaik and POS.
• Process cash transactions and follow procedures.
• Ensure guest satisfaction and smooth desk operation.
• Provide administrative support for programs.

Skills

Flaik

Sales 32

Microsoft Office

Communication

Data analysis

Education

High School diploma

Tools

POS system

Computers & office equipment

Job description

Job Summary

The role of the Snow Sports Desk Lead will serve as support to the Snow Sports Desk Staff. The Lead will assist Tickets & Rental as needed and support desk operations at the T&R counter as business warrants.

Job Duties and Responsibilities

Support the day-to-day operations at the Snow Sports Desk. Assist in the training and orientation of all Snow Sports Desk and Mountain Adventure Zone staff. Sell and place lessons with available instructors to optimize guest satisfaction using the appropriate standard operating procedures for Flaik, POS, and other systems and technologies. Reconcile cash transactions, bank sheets, and follow accounting procedures. Ensure superior guest satisfaction and the smooth operation of the Snow Sports department with coworkers and other departments. Provide administrative support to special programs: After School Program, Retired Not Tired, Race Programs, Special Events, etc. Contact guests from VIP list to arrange lessons and special needs as they relate to Snow Sports. Ensure a safe, clean, and well-maintained snow sports desk and facility and effective programming. Assist Snow Sports department with suggested staffing levels for desk staff and instructors. Update Flaik – empowered to adjust staffing levels as needed on a daily basis. Maintain desk staff hours on a weekly basis. Maintain records of attendance, participants, incident reports, personnel, etc. Monitor the reservation system for Snow Sports lessons including phone communications, training of staff for guest/parent communications, waiting lists, and interdepartmental communications. Process pre-season Snow Sports requests and assist with Season Pass sales and Ticket & Rental sales. Address or route guest recovery and issues to assure superior guest satisfaction and professionalism. Report guest/staff/operations related concerns of significance to supervisor or appropriate authority. Other duties as assigned.

Job Specifications

Competencies: Proficient level of experience with Flaik and Sales 32. Advanced level of experience with Microsoft Office (i.e. Excel, Word, Outlook) Effective business writing skills (grammar, vocabulary, clarity and brevity). Clear and concise verbal communication skills. Self-directed and able to maximize use of time, resources and technology. Able to analyze, interpret and present data in various formats. Able to work with computers, faxes, copiers, scanners and various other technologies in offices and on resort. Maintains office, employee and company confidentiality at all times. Dependable and meets goals. Exemplifies professional conduct and adherence to company Core Values. Education: High School diploma or equivalent Combination of education and experience that enables performance of all aspects of the position Physical & Other Requirements: While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Evenings, weekends and holidays are a regular part of the schedule. Non-smoking candidates preferred.