Team Lead-(CamelBack Mountain Resort)

Towne Park•Tannersville, PA

About The Position

The Team Leader oversees the general operations of a property that operates fewer than 24 hours a day and has nine or fewer Guest Service Associates (GSAs). Working alongside coworkers, the Team Leader helps ensure site service standards are met or exceeded. Under the direction of the District Manager or an assigned offsite Account Manager, the role includes coordination and administrative duties, troubleshooting, and guidance for the team. The Team Leader may handle critical issues and make judgment calls when expediency is a priority. The position combines guest service work with team leadership and operational oversight. Responsibilities include supporting consistent service across shifts; staffing and scheduling; hiring, orientation, training, and coaching; maintaining client relationships; and ensuring accurate timekeeping, revenue collection, cash handling, and shift reporting. Work is primarily outdoors for extended periods, potentially for the full shift, in conditions that may include extreme heat or cold. Travel of up to 5% may be required.

Requirements

Bachelor’s degree from a four-year college or university.
One to two years of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of GSA procedures.
Valid driver’s license and clean driving record.
Must be at least 18 years old and able to pass a criminal background check, motor vehicle record check, and drug screen.
Ability to drive a manual transmission.
Ability to plan effectively, set priorities, manage multiple projects simultaneously, and work under pressure to meet deadlines.
Demonstrated work ethic, drive, energy, and persistence in achieving goals.
Ability to remain stable, dependable, and professional in changing and difficult situations.
Computer proficiency and technical aptitude, including ability to use MS Office (Excel, Word, and Outlook) and technology and point-of-sale applications.
Written and verbal communication skills to address all levels of the organization effectively.
Ability to represent the company effectively in varied settings and demonstrate understanding and appreciation of diverse cultures.
Ability to speak, read, and write Standard English.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications, including reports, memos, letters, and emails.

Responsibilities

Ensure guest or patient service is delivered consistently across shifts, regularly perform service duties, allocate labor efficiently, and adjust staffing when business conditions require.
Understand client service standards and integrate Towne Park standards; handle complaints and difficult situations calmly and accurately.
Maintain detailed knowledge of the client facility, including outlets, meeting rooms, amenities, local attractions, parking rates, and other relevant information.
Participate effectively in “The Show” and provide “Aggressive Hospitality,” including greeting guests or patients appropriately and opening vehicle and hotel doors.
Check in arriving guests or patients and explain parking and vehicle retrieval procedures; park and retrieve vehicles safely and promptly; use proper phone etiquette and remain in appropriate areas when not assisting guests or performing other tasks.
Provide bell services, including room presentations and delivery or pickup of items; assist guests or patients with directions, taxis, reservations, and other inquiries.
Assign coworkers to routine and non-routine roles as needed.
Participate in hiring, help retain talented associates, share associate feedback with the District Manager or assigned Account Manager, and ensure new associates receive orientation and on-the-job training.
Recognize strong performance, identify development needs, train and coach team members, provide feedback, ensure shift huddles occur, document performance accurately and promptly, and promote teamwork through example and communication.
Build working relationships with client staff, maintain communication and meeting rhythms, follow through on commitments, remain visible at the site, and keep the team focused on client objectives.
Support business growth by building client loyalty and encouraging clients to promote the company.
Maintain controls for scheduling, overtime, tip reporting, and timekeeping; use Towne Park business systems and ensure compliance with policies and procedures.
Prepare work schedules and notify associates of schedule changes or openings; ensure the District Manager or assigned Account Manager reviews and approves time before payroll closing.
Identify and collect revenue for vehicles; complete cash drops, shift reports, and other paperwork accurately; reconcile revenue and tickets at the end of each shift.
Report opportunities to improve operating procedures and efficiency to the District Manager or assigned Account Manager, and communicate information effectively to the work group.