Guest Services Supervisor

Blue Mountain Resort•Palmerton, PA

7d•Onsite

About The Position

Seasonal Guest Services Supervisors are responsible for providing exceptional customer service to our guests at the resort, along with leading other associates to create guests for life. This role involves ongoing training and development for team members, motivating and inspiring the team to deliver exceptional guest experiences, and serving as a point of contact for guests, handling complex inquiries, concerns, and complaints. The supervisor will resolve guest issues promptly and effectively, ensure all guest interactions are handled with professionalism and courtesy, and monitor the smooth operation of guest services, including ticketing and reservations. Additionally, the role involves managing and reporting on guest services metrics and addressing and resolving guest complaints, escalating issues to higher management as necessary.

Requirements

Must be at least 18 years of age.
A willingness to work a flexible schedule in-person, including days, nights, weekends, and holidays.
Must be available to attend paid training sessions mid-November, with a tentative season start (weather permitting) the first week of December.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
A friendly, guest-focused, and responsive attitude.
A high level of organization and time management abilities.
The ability to juggle and prioritize changing tasks and various guest needs in a fast-paced environment.
Exceptional listening and communication skills.

Nice To Haves

Prior experience leading or managing a team is preferred.

Responsibilities

Provide ongoing training and development for team members to ensure high levels of customer service.
Motivate and inspire the team to deliver exceptional guest experiences.
Serve as a point of contact for guests, handling complex inquiries, concerns, and complaints.
Resolve guest issues promptly and effectively, ensuring satisfaction.
Ensure that all guest interactions are handled with professionalism and courtesy.
Monitor and ensure the smooth operation of guest services, including ticketing and reservations.
Manage and report on guest services metrics, including guest satisfaction scores and service times.
Address and resolve guest complaints, escalating issues to higher management as necessary.