SOHO GUEST SERVICES SUPERVISOR (TUBING HILL)

Utah Olympic Legacy Foundation • Midway, UT

2d • Onsite

About The Position

The Guest Services Supervisor is responsible for overseeing the daily operations of the guest services team, ensuring exceptional customer service and a positive experience for all guests at the Soldier Hollow Nordic Center. This role includes training and supervising staff, communicating custodian requests, producing end-of-month discard, retail and concession requisition forms, resolving guest inquiries and complaints, and maintaining high standards.

Requirements

• Previous experience in guest services, customer service, or a supervisory role in a hospitality or recreational environment.
• Previous barista experience.
• Excellent communication skills, both verbal and written.
• Ability to handle stressful situations and resolve conflicts effectively.
• Proficiency in using computer systems and software for scheduling, reporting, and guest management.
• Flexible work schedule – must be available to work days, weekends and holidays.
• Ability to lift 20 pounds.
• Must be able to sit or stand on feet for extended time.
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
• Hearing – to converse with others in a normal conversation.
• Balancing, bending, climbing, kneeling, walking, pushing, reaching above shoulders, and sitting.

Nice To Haves

• Tips and Sips certification, preferred.

Responsibilities

• Check-In and Check-Out:
• Explain and sell Public Programs, membership, sport programs and events to guests.
• Verify guest information, process reservations, and issue tickets.
• Ensure all guests have signed a waiver via Smartwaiver.
• Customer Service:
• Act as the primary point of contact for guest concern/complaints, providing timely and effective resolutions.
• Present a professional and knowledgeable welcome to athletes, coaches, and 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 management if necessary.
• Address guest inquiries, complaints, and requests promptly and professionally.
• Ensure incoming telephone calls are being answered and handled appropriately.
• 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.
• Train Guest Services Staff, ensuring they provide outstanding customer service and adhere to organizational policies.
• Conduct Team Meetings to communicate goals, updates and feedback
• Schedule Basecamp Staff via Paycom
• 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 Managers.
• Address and resolve any operational issues that arise, ensuring minimal disruption to guest experiences.
• Oversee the cleanliness and organization of guest services areas, ensuring a welcoming environment for visitors.
• Order food and beverages from vendors for the Day Lodge and Sport Discovery Center.
• Coordination with Other Departments:
• Work closely with other departments (events, tubing, maintenance, Nordic ski) to ensure that guest needs are met and that service disruptions are communicated.
• Billing and Payments:
• Process payments, credit/debit card transactions, and checks.
• Process nightly deposits, reports, and accounting forms.
• Process refunds and reservation moves, or changes
• Responsible for cash, safe handling, deposit reporting, and bank deposits
• All other duties as assigned.

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