Guest Services Team Lead

KILLINGTON PICO SKI RESORT • Killington, VT

12d • $21 - $21 • Onsite

About The Position

At Killington Resort and Pico Mountain, we're committed to providing excellent guest service and experience, and we need a Guest Services Team Lead to oversee daily operations in our Guest Services locations and bag check. In this role, you'll lead the guest services team to assist guests and resolve guest experience issues. Your friendly demeanor and commitment to issue resolution and prevention will drive guest satisfaction.

Requirements

• Strong written and verbal communication skills
• Expert knowledge of Microsoft Office programs
• High School Diploma or GED Equivalent (college degree preferred)
• This is an in-person indoor position requiring weekend and holiday availability
• Flexibility to occasionally work outdoors required
• 3+ years of experience in a customer/guest service role with at least 1 year of supervisory experience preferred
• Ability to quickly learn new computer-based systems and software.
• Strong administrative and organizational skills
• Demonstrated conflict resolution skills
• Ability to collaborate and work cross-departmentally

Responsibilities

• Oversee and manage the daily operations of guest services locations and bag check
• Lead and supervise front-line staff, including training, scheduling, and performance management
• Manage inventory and supplies for the guest services areas
• Serve as an escalation point for complex guest issues, working to resolve them efficiently and effectively
• Collaborate with other departments to gather information and resources needed 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 provide regular information on guest issues to the leadership team to improve operational processes to enhance guest satisfaction

Benefits

• Seasonal position eligible for a season pass for employee/dependents and privileges at several other resorts.
• Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED