Director of Guest Services

Boyne Resorts • Snoqualmie Pass, WA

10d

About The Position

Come and join an amazing team and help create the corner stone of amazing mountian experiences!
This senior leadership role oversees the Ticket, Season Pass, Ambassador and Contact Center operations across multiple base areas while driving strategic initiatives that enhance guest experience and operational excellence.
Come work and play at Seattle’s home mountain, The Summit at Snoqualmie. Located an hour from Seattle, at the junction where the Pacific Crest Trail crosses Interstate 90. With summer activities ramping up with spectacular Mountain Biking trails and Scenic Lift Rides, there is lots to do all year long.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Minimum 7+ years of progressive leadership experience in guest services, hospitality, mountain resort or guest experience roles
• Proven track record of managing large, multi-departmental teams (50+ employees)
• Strong analytical skills with experience interpreting and utilizing guest satisfaction metrics and survey data
• Excellent communication, interpersonal, and problem-solving abilities
• Demonstrated ability to develop and manage departmental budgets

Nice To Haves

• Experience with Salesforce Service Cloud, RTP, CRM systems, contact center operations, and ticketing systems preferred

Responsibilities

• Champion exceptional guest service delivery and brand standards across all touchpoints, departments and base areas
• Utilize data insights to implement systems for rapid resolution of guest concerns, process enhancements, product builds, website user experience and service improvement
• Serve as a positive role model and provide guidance to the Guest Services team demonstrating a solutions-focused approach that emphasizes problem-solving
• Develop and oversee all aspects of Ticket, Season Pass, Ambassador and Contact Center operations utilizing various software platforms, CRM and POS systems to create efficiencies in team member management, product management and fiscal responsibilities
• Collaborate with the Mountain Commerce Product Building team to ensure timely, accurate and best practice use in products and redemption for resort services
• Develop, manage, and monitor departmental budgets to ensure fiscal responsibility, cost efficiency, and alignment with operational and financial goal

Benefits

• health
• dental
• vision
• Team member will accrue PTO and will earn 2 weeks or more in a 12 month period.
• All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).
• All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager