Resort Services Supervisor

POWDR•Copper Mountain, CO

3d•$22 - $24•Onsite

About The Position

The Resort Services Supervisor (RSS) is part of the Resort Services Department and is responsible for the supervision and quality assurance of the customer service and sales in Copper Mountain's Guest Service/Rental/Retail locations. Guest Service and Rental/Retail locations at Copper Mountain are responsible for the sales, registration and fulfillment of all of Copper Mountain's winter and summer activities both on and off mountain. The RSS will be assigned a specific location(s) where he/she will supervise staff and ensure delivery of exceptional customer service and sales. The RSS works in conjunction with his/her manager to deliver fiscally responsible supervision of labor resources, opex/adminex and capital expenditure for all Business Units reporting to this position. Concurrently, he/she focuses on expense management as well as driving topline revenues and margin at every opportunity. The RSS is responsible for making sure important information gets translated to staff members to enable them to service the customer effectively. The RSS needs to provide the necessary tools and training to assist employees in doing their jobs. This includes developing special operating procedures as well as other communication documents and procedures. In addition, he/she is responsible for handling guest escalations as needed. During the Summer operating season the RSS will take their place in the team responsible for the sale and services of activity, retail and rental products. The RSS will be involved in the set up and maintenance of the retail store, summer projects and keeping an eye focused forward on preparing for the coming winter. Motivating, encouraging and effective supervision of a large team of diverse employees reporting to this position is required in this role. As a member of the supervisory team, the RSS will be asked to participate in the development of business plans, budgeting, hiring of seasonal staff and operational decisions as well as work on special projects. In addition, The RSS supports the Rental and Retail departments in his/her location, or other locations as needed, during the winter & summer operating seasons.

Requirements

Minimum 3 years previous supervisory experience in a high-volume customer-oriented environment required.
Must be able to lift and carry items up to 50 lbs.
Must be able to physically move throughout the resort (including potentially skiing/riding on-mountain) comfortably and quickly
Must be able to stand for long periods of time
Must be able to communicate in English for long periods of time
Must have a valid US Driver’s license
Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
Must be at least 18 years old
Minimum 3 years' supervisory experience required
Minimum 3 years' customer service experience required
Strong leadership, communication and organizational skills required
Computer proficiency required and should include MS Office: Word, Excel and PowerPoint

Nice To Haves

Previous destination resort experience in a high volume, customer-oriented environment preferred
Training experience an asset

Responsibilities

Day-to-day oversight of all front-of-house and back-of-house service/ sales operations in a designated zone.
QA on service delivery, assuring high quality and consistent sales and service to all guests.
QC on new products by testing sales, verbiage, scanning, etc.
Weekly Over/short auditing of their locations and other locations
Report on and be the subject matter expert on all multi mountain products (Real Deal, etc.)
Manage scheduling requests and changes. Flex daily labor to meet business volume needs.
Foster effective working relationships with key strategic partners (internal and external).
Disseminate timely and accurate information to direct reports in a clear and consistent fashion.
Loss Prevention monitoring, education & policies/procedures.
Support and create Reward, Recognition & Animation programming.
Support the development of effective relationships with 3rd Party Vendors/Outfitters; suppliers.
Assist with the recruiting and on-boarding process.
Focus on safety.
Develop a strong working knowledge of the POS system and its effective utilization in maintaining an efficient operation.
Ensure accurate accounting of daily sales and fulfillment.
Create and drive a sales culture where agents are upselling and sales targets are clearly understood, and accurately reported.
Work closely with supervisor peers from other divisions to ensure a culture of teamwork, best practices sharing and peer to peer support.
Support and coach direct reports to ensure the fundamentals of guest service and sales are consistent between all locations and that the teams in every location are working to create a guest environment which is "helpful, animated, and friendly" while assuring sales, service & professional standards are being communicated and upheld.
Attend any/all resort, divisional, departmental and/or external meetings as needed.
Present professional appearance and behavior at all times - lead by example, embody our service standards.
Become a subject matter expert in all Resort Services policies and procedures and be willing & able to assist the frontline wherever/whenever required.
Responsible for the execution of the Resort Services business plan, employee opinion survey action plan and budgets as they pertain to your specific locations through fiscally responsible management of all aspects of the operation under your direct supervision.
Sundry duties as they come up and any task assigned by the Resort Services Director.
Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees. Upholds the most professional image. Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events.
Works with manager on the scheduling of various employee categories to match staffing to business volumes, ensuring excellent service delivery while remaining within budget parameters.
Ensure daily recording of labor in timekeeping system.
Responsible for balancing cash over/shorts for all areas & reconciling exception reports.
Assists with interviewing and hiring of staff.
Responsible for ensuring all staff receive proper training and periodic performance evaluations as outlined by departmental procedure.
Responsible for all disciplinary/coaching actions of staff and must ensure they are handled in a timely manner.
Responsible for the dissemination of all communications to staff regarding any/all resort activities and departmental matters.
Conducts regular 1:1s with core team members providing growth and development opportunities.