Hospitality and Guest Services Team Lead

Pottawattamie County•Honey Creek, IA

8d•Hybrid

About The Position

Pottawattamie County Conservation is hiring a Hospitality and Guest Services Team Lead for the winter season (November through March, or the duration of the ski season). This role will lead front office operations, including staff scheduling, ticketing, lesson booking, managing communications (emails, phones), and opening/closing duties. The Team Lead will collaborate with the Administrative Assistant of Conservation to ensure the front office meets guest expectations with efficiency and accuracy.

Requirements

Must be eighteen (18) years old at the time of hire.
Ability to communicate effectively, both orally and in writing.
Ability to understand and follow both oral and written instructions.
Ability to work both indoors and outdoors.
Ability to use Microsoft Office programs such as Word and Excel.
Work well under pressure.
Ability to follow policies and procedures.
Demonstrates ability to work as a team.
Can foster a positive, fun, and safe work environment.
Must be reliable and punctual.
Have own transportation.

Nice To Haves

Prior Front Office experience is preferred.
Prior supervisor experience is preferred.
1-2 years of experience working in the snow sports industry or hospitality.
1-2 years of experience supervising other employees.
Flexibility to work during evenings, weekends, and holidays.

Responsibilities

Oversee all aspects of hospitality and guest services operations, including ticket sales, guest services (emails, phone calls, inquiries), scheduling, group sales, season passes, and resolution of guest issues.
Assist with training of front office staff on POS systems, closing procedures, cash drawer balancing, and sales documentation.
Assist with scheduling of Front Office employees to meet demand based on hours of operation, special events, and business levels.
Maintain inventory of front office supplies and retail items.
Assist with documentation of all training and ensure records are filed correctly.
Lead staff members, supervising daily activities and operations within the front office based on demand.
Delegate daily job assignments, considering business levels and customer needs.
Ensure full knowledge of emergency procedures and protocols and train office staff on these procedures.
Assist guests with all aspects of ticketing, including lift tickets, rental equipment, retail merchandise, season passes, and ski and snowboard school.
Perform all opening and closing tasks daily.
Stay informed of all resort information and collaborate with other departments on business levels, group business, and special events.
Maintain an orderly, clean, and well-displayed front office work environment.
Provide excellent customer service.
Effectively interact with management and co-workers across all departments to support organizational goals.
Work in other departments when needed and perform other duties as assigned.