Lead Guest Services Attendant

Vail Resorts•Truckee, CA

3d•Onsite

About The Position

The Lead for this department will be part of the CLUBHAUS and Ski Valet team. This department offers private lockers and slopeside equipment storage and is responsible for providing exemplary guest service while facilitating resort concierge services, locker services, valet ski/snowboard check, lessons, season pass and lift ticket needs. This position assists in leading the team through communication with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing guests in resort details. If you have a passion for guest service, becoming a leader and providing guests with an Experience of a Lifetime, this is the perfect position for you!

Requirements

Previous guest service experience.
Must be enthusiastic, friendly, well-presented, well-spoken, polite, guest-focused, and tech-savvy.
Must have excellent communication skills and the ability to handle guest interactions in a professional and courteous manner while under pressure.
Must be able to communicate fluently in English.
Must be highly organized, and capable of handling and prioritizing multi-dimensional tasks in a fast-paced environment.
Must be self-directed, and time efficient with a strong attention to detail, ability to problem solve, multi-task, and work quickly.
Ability to work as a team, maintain a positive attitude, and work well with the public and other departments.
Experience with Microsoft Word, Teams, Excel, Outlook and the ability to learn new technology.
Ability to lift 30lbs, transport ski/snowboard equipment, and move large rolling ski racks SAFELY.
Must be able to sit, stand and/or be moving for extended periods of time.
Attain California Alcohol Server Certification within 30 days of employment - paid for by department.
Maintains regular and consistent attendance, punctuality, and in uniform work ready by 7:30AM.
Flexible schedule and the ability to work weekends, holidays, and extra shifts as needed.

Nice To Haves

Previous guest service experience.

Responsibilities

Model exceptional guest service by creating meaningful, personalized interactions, and consistently bringing Vail Resorts’ commitment to Epic Service to life.
Acknowledge all guests promptly, establish a strong rapport with guest, strive to learn 400+ members names, anticipate guest needs, and deliver exceptional guest service while maintaining high level professionalism and attention to detail in a fast-paced environment.
Handle guest information and records with a high degree of confidentiality and integrity.
Serve as the on-floor operational leader and trusted expert for the CLUBHAUS and Ski Valet ensuring a seamless experience for guests and employees.
Take ownership of complex guest needs, de-escalation, and service recovery situations, resolving concerns with confidence, empathy, and sound judgement.
Direct bigger issues to upper management while upholding department rules and guest policies.
Lead daily operations with presence and accountability, including opening and closing procedures, real-time decision making, break coordination, and service flow oversight.
Support team success through training, hands-on coaching, knowledge sharing and in the moment guidance that builds confidence and capability across the team.
Promptly respond to or delegate staff to respond to guest inquiries with accurate information and direction and make detailed reservations or recommendations according to individual needs.
Active in the promotion of in-house events, resort activities and events, weather and grooming reports, and assist in maintaining a current collection of vendor information.
Monitor guest arrivals & check outs, assist guests with access to all CLUBHAUS and Ski Valet perks.
Make sure all their equipment is well cared for, all reservations are made in a timely manner, assist with questions related to the product and Northstar.
Promote a safe, organize and welcoming environment for guests and employees ensuring that operational standards are consistently met by maintaining cleanliness and organization in all work areas, inside and out, performing daily cleaning procedures such as restroom upkeep, vacuuming, snow removal, trash disposal, etc.
Develop strong work relationships with other departments to ensure communication and teamwork is optimal while communicating guest requests.
Demonstrate flexibility, ownership and team first mindset while supporting evolving business needs and performing other duties as assigned.
Be proficient in our Resort Point of Sale system to sell/up-sell resort products such as locker rentals, equipment valet, ski school lessons, tickets, and season pass needs.
Dress appropriately for the work environment, arriving on time regardless of weather conditions, and have the ability to work in all department locations as needed.
Takes initiative, is team-oriented, performs additional tasks or projects as required or assigned, and participates in all mandatory staff meetings and trainings.
Willing to cross train for other departments and help around the resort where needed.
Adherence to all department and company policies and procedures, promote a positive and safe work environment, uphold Vail Resorts mission and values, support team, assist in the resolution of guest concerns, create work schedules, and hold staff accountable.