SOHO GUEST SERVICES LEAD (TUBING HILL)

Utah Olympic Legacy Foundation • Midway, UT

4d • Onsite

About The Position

A Guest Service Lead is responsible for overseeing the guest service team, ensuring exceptional service delivery, and addressing athletes, coaches, and guests’ inquiries and complaints. They manage daily operations and coordinate with other departments to enhance the overall guest experience. Additionally, they handle escalated issues, monitor service quality, and implement improvements to maintain high standards of guest satisfaction.

Requirements

• Must be at least 18 years of age.
• General knowledge of any point-of-sale system.
• Leadership experience.
• Flexible work schedule – may need to work late and weekend hours.
• Ability to work outdoors in all temperature/weather extremes.
• Ability to lift or move up to 20 pounds.
• Must be able to stand on feet for extended periods of time.
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
• Hearing - to converse with other is a normal conversation.
• Balancing, bending, climbing, kneeling, walking, pushing, reaching above shoulders, and sitting.

Responsibilities

• Check-In and Check-Out:
• Explain and sell Tubing Public Programs, to guests.
• Verify guest information, process reservations, and issue tickets.
• Check-in guests for tubing and ensure all guests have signed a waiver via Smartwaiver.
• Customer Service:
• Present a professional and knowledgeable welcome to guests.
• Responsible for providing the public with current events information, answering questions about Solider Hollow functions and Team SoHo Programs.
• Address guest inquiries, requests, and complaints in a professional and courteous manner.
• Handle phone calls, emails, and other forms of communication professionally.
• Escalate more complex problems to Supervisor or management if necessary.
• Address guest inquiries, complaints, and requests promptly and professionally.
• Staff Supervision and Training:
• Oversee the performance of guest service staff, provide guidance as necessary, and ensure that all team members adhere to service standards.
• Operational Oversight:
• Manage daily operations of the guest service department, task delegation, and ensuring smooth workflows.
• Maintain accurate records of guest information and transactions.
• Responsible for the daily operation of the Guest Services Desk area, set-up, open, close and communication protocols.
• Assist in receiving inventory, inventory control and selling inventory for Retail Shop and Concessions.
• Assist with any additional administrative and projects duties as assigned by Lead, Supervisor or Manager.
• Coordination with Other Departments:
• Work closely with other departments (tubing, maintenance, Nordic ski) to ensure that guest needs are met and that service disruptions are communicated.
• Reporting and Documentation:
• Maintain records of guest interactions, incidents, and feedback.
• Billing and Payments:
• Process payments, credit/debit card transactions, and checks.
• Process nightly deposits, reports, and accounting forms.

Benefits

• Unlimited Winter Tubing for you, and 6 free friends/family vouchers (employee vouchers are non-transferable and cannot be sold).
• Unlimited Cross-Country Skiing
• Unlimited Cross Country Skiing Rentals
• Discounts in Retail and Concessions
• Discounts on Bob Sledding at the UOP in Park City
• Unlimited Ice Skating at the Oval in Salt Lake
• Unlimited Ice Skate Rentals
• Free Admission to Utah Olympic Foundation Events
• Employee Parties

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees