Guest Services Lead
About The Position
The Guest Services Lead oversees daily front-desk and kiosk operations at Lee Canyon Resort to ensure a positive experience for mountain visitors. The role combines hands-on guest support with operational leadership, including team scheduling, complex guest escalations, and group sales coordination from inquiry through arrival. The position requires handling high-volume interactions in person, by phone, and by email, maintaining knowledge of resort offerings, processing reservations and transactions, and keeping ticketing equipment operational. This is a seasonal position at Lee Canyon Resort in Las Vegas, Nevada. The role works outdoors in variable weather and includes physical activities such as prolonged standing, lifting and carrying, bending, kneeling, climbing, reaching, and shoveling snow. The description states that duties may be revised by management and is not an exhaustive list of responsibilities.
Requirements
- Be self-motivated, dependable, and able to work effectively with others.
- Have strong attention to detail, organizational skills, and basic math and point-of-sale abilities.
- Be willing to develop new skills and adapt to changing needs.
- Have strong interpersonal skills and a friendly, patient, guest-focused attitude.
- Be able to work a flexible schedule, including weekends, holidays, and peak resort days.
- Stand for extended periods, up to 4 hours.
- Frequently lift and carry up to 25 pounds and occasionally lift and carry up to 50 pounds over distances up to 50 yards.
- Perform physical activities such as bending, squatting, kneeling, climbing, reaching, and shoveling snow.
- Work outdoors in variable weather, including temperatures below 32°F.
Responsibilities
- Manage team scheduling, daily meal and rest breaks, and employee time-off requests.
- De-escalate and resolve complex guest situations and complaints in person, by phone, and by email.
- Direct group sales inquiries from initial contact through execution, including collecting payment and issuing passes on arrival dates.
- Serve as the primary point of contact for guest inquiries and provide in-person customer service.
- Answer high-volume incoming phone calls and respond to customer emails promptly and professionally.
- Provide current information about the mountain, resort amenities, day tickets, season passes, rental equipment, and ski school lessons.
- Manage lost and found intake, logging, storage, and returns to guests.
- Process rental equipment and ski school lesson reservations through online and in-person channels.
- Assist customers with account access, login troubleshooting, and online portal navigation.
- Facilitate season pass transactions and assist guests with payment plan processing.
- Issue approved refunds and resort credits in accordance with resort policy.
- Process compensation forms and issue complimentary tickets, rentals, and lessons.
- Print and issue guest passes at the front desk and through self-service kiosks.
- Restock pass inventory and perform routine kiosk maintenance.
- Troubleshoot technical issues, including clearing pass printer jams on kiosks and front-desk hardware.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
