Guest Experience Supervisor

2 weeks ago

South Prairie, United States Crystal Mountain Resort Full time

Please note, this position is located at Crystal Mountain Resort in Enumclaw, WA

Year Round

WORK AND PLAY IN THE MOUNTAINS
Join our team of big mountain adventurers at the largest ski resort in Washington Here at Crystal, it's more than our work. It's our passion for the guest experience, the outdoors, and the community that bring us together at the end of the tree-lined road. We come from near and far to be up on the mountain because it's an experience you just don't get anywhere else. Events are always on the calendar and friends are always down to play. Work in the beautiful National Forest, neighboring Mt. Rainier, as a premier Ikon Pass destination with a whole lot of stoke to share.

JUST LIKE THE TREES, WE ARE GROWING Apply today to grow your mountain roots with us- whether you are looking to escape the city, expand your skills, or progress in the ski industry, we have a variety of roles for hard-working and enthusiastic team-players. Find your line, join our team

BIG PEAKS, BIGGER PERKS

Employee perks:

  • Free Alterra season pass (unlimited, direct to lift at all Alterra resorts)
  • + Free Alterra season pass for spouse and dependents 25 & under
  • 50% off window ticket price at IKON partner resorts
  • Free access to Alterra Mountain destinations during time off
  • Free ski-referral letters for employees to use at other mountain resorts during time off
  • Discounted friends & family day-ski vouchers (Up to 85% off)
  • Discounts on Ski & Snowboard Lessons
  • Discounts on Ski & Snowboard Rentals
  • Discounts on Gear Tune-Ups
  • Discounts on Food & Beverage
  • Discounts at Crystal Mountain Retail shops
  • Free Crystal branded swag
  • Pro deals on gear with 100s of brands
  • Discount Marketplace
  • Deals on accessories, auto, electronics, entertainment, fitness, food, home, pet supplies, travel, and more
  • Employee-only Night Skiing events
  • Employee Housing available, on-mountain and off-mountain
  • Accrued paid time off for eligible positions
  • Group health insurance for eligible positions
  • 401K benefit and generous match with immediate vesting for all staff members over 18
  • Opportunities for growth, advancement, and year-round employment
Position Title: Guest Experience Supervisor

Position Type: Full-Time, Season to Season

Business Unit: Guest Experience

Position Reports to: Guest Experience Manager

Positions Reporting to this Role: (3-5)

Pay Range: $25-$29 hr. DOE

Location: Crystal Mountain,Washington

Job Summary
A Guest Experience Supervisor will provide support and supervision for the Guest Services and Ticketing teams. Supervisor will also assist with Medallia, Crystal Mountain and Alterra Mountain Company's online guest feedback portal. The Guest Services team will specialize in assisting guests with their on-mountain needs including, but not limited to, lost-and-found items, purchasing and modification of passes and tickets, and general resort and area questions.

JOB QUALIFICATIONS:
  • Handle guest questions and escalations appropriately.
  • Previous direct experience with reservations/sales and customer service.
  • Professional communication skills mandatory.
  • Proficient computer and interpersonal skills a must.
  • Position requires a mature, dependable, flexible, team-oriented person able to stay calm under pressure.
  • Self-motivated, sales-oriented person a must.
  • Mathematical skills to assist with calculations for complex sale transactions.
  • Must be available for varied shifts and days of the week.
JOB DUTIES AND RESPONSIBILITIES:
  • Able to manage a team of up to five agents, ensure training for team, perform annual reviews and time and attendance management.
  • Deal with guest and employee escalations in a professional manner.
  • Thorough understanding of all products and services available. Will present accurate, detailed information about product offerings. Provide general information about Crystal Mountain and Alterra Mountain Company and the destinations via the telephone, email, or chat.
  • Technical skills and an understanding of Inntopia, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite, Workday for scheduling and training portals, and UKG for payroll approval.
  • Candidates should have a proven record of being able to communicate well, mange well under pressure, make logical decisions, problem solve, be resourceful and able to multitask.
  • Mentoring and sharing of knowledge, providing monitoring, coaching and feedback on a regular basis to the team. Will include training of team.
  • Handle contacts as required by business needs.
  • Assist in assigning and responding to positive and negative guest feedback via the Medallia web portal.
  • Other duties as assigned.
PERFORMANCE CRITERIA:
  • Manage team regarding performance and attendance on a daily basis. Report concerns/issues to Management immediately.
  • Respond to guest concerns and escalations in a professional and timely manner, manage escalations and guest expectations. Report concerns to Management immediately.
  • Ensure team is meeting service level, abandonment, and quality requirements. Provide feedback to team and Management on a timely basis.
  • Willingness to learn and share feedback and other information with team and management.
  • Upholds company and departmental policy at all times. Demonstrates support for company missions and values.
  • Willingness and ability to be part of and contribute to a successful departmental team. The ability to work under stressful conditions without creating tension among fellow employees, vendors and supervisors.
  • Workstation and surrounding area kept neat.
  • Ability to communicate in a pleasant and efficient manner. Ability to present company policy in a diplomatic way. Possesses and utilizes good verbal and written communication skills and etiquette.
  • Knows policies and procedures, ensures team is aware and properly utilizing them.
  • Willing to accept new policies and procedures as changes occur. Available for varied work shifts, as agreed upon with management.
  • Ability to complete projects before work shift ends.
  • Ensures adherence by team to lunch and break schedules to maximize coverage and provide quality guest service.
  • Willing to accept new and varied responsibilities.
TRAVEL REQUIREMENTS

Some travel required.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends, and holidays.

OFFICE ENVIRONMENT
  • Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis.
  • Manual dexterity to operate a computer and other common office equipment on a constant basis.
  • Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
  • Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
  • Ability to work for extended periods of time standing, walking, kneeling, pushing, and pulling on an occasional basis.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Crystal Mountain, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Crystal Mountain to be a positive influence on the transformation of the resort and its associated lines of business.

Crystal Mountain is An Equal Opportunity Employer Required Preferred Job Industries
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