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Guest Service Manager

Company: Snowbasin Resort
Location: Huntsville
Posted on: August 7, 2022

Job Description:

Job DescriptionJob Title: Guest Services Manager Department: Guest ServicesReports To: Senior Manager of Guest ServicesFLSA: ExemptStatus: Full Time Flex

Snowbasin Resort believes that people are at the center of everything we do, from caring for our employees and guests, to serving the communities where we live. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. Building a community that is respectful and kind towards one another is who we are.

SUMMARY:The Guest Services manager is a key player in Snowbasin Resort's success. While establishing the overall vision for the guest experience from the parking lot to the lift line along with providing leadership in all areas of safety, the person in this role will provide management and direction to the Guest Services, Bag Check and Parking departments. The Guest Services Manager is the point person of the guest's experience from the parking lot to the lift line. The Guest Services Manager must intuitively know what each guest's expectations is and have the knowledge and resources to not let that guest down and to exceed every imaginable assumption of what guest service is. This person must have impeccable guest interaction skills and logistical management skills for the areas of parking and guest shuttles service.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):• Lead and direct the efforts of the Guest Service, Bag Check and Parking teams in order to positively impact the guest and employee experience. • Develop and implement Guest Service, Bag Check and Parking programs/initiatives throughout the resort; plan and conduct trainings to support these programs.• Recruit, hire and train Guest Service, Bag Check and Parking staff; coordinate with team members to facilitate department activities and responsibilities, assign and review work, resolve guest issues and attend to other related matters. • Provide daily oversight and supervision of team members; ensure correct staffing across the areas of assignment.• Promote safety awareness throughout the resort; develop a comprehensive multi-year strategy to continue the resort's journey towards service and safety excellence. • Work closely with the Safety Coordinator and key stake holders to further the development, adoption and implementation of safety initiatives to improve employee safety; ensure adherence to all applicable safety standards and procedures. • Assist with the development and implementation of incident reduction and prevention strategies and tactics in order to minimize risk and liability exposure.• Enact general emergency procedures; coordinate and respond to emergencies as needed. • Develop and adhere to departmental budgets.• Prepare and maintain administrative and operational reports and records.• Establish strong working relationships/partnerships across all resort operations.• Provide direct support for the Senior Manager of Guest Services and other duties as assigned.

RESPONSIBILITIES TO SAFETY:• Foster a safety minded culture in the Guest Services• Ensure all Guest Services staff follow safety procedures • Understand correct use of equipment• Wear appropriate personal protective equipment• Only operate equipment when authorized• Follow safety rules for on mountain travel concerning safe travel routes, avalanche reduction mornings, and skiing for job duties

QUALIFICATIONS: • High level of energy and enthusiasm for providing exceptional guest service.• Proven ability to motivate employees around safety and drive engagement. • Ability to develop and lead high performing teams while building relationships across departments and functions.• Exceptional interpersonal skills with the ability to remain calm in stressful situations. • Strong organizational, analytical, problem-solving and conflict resolution skills.• Must be physically capable of working long hours in all weather conditions.

WORK SCHEDULE & ENVIRONMENT:Weekend and holiday availability required as well as flexibility with work schedule; available on-call as necessary.Work is performed in a mountainous winter environment in varying weather conditions.

EDUCATION & EXPERIENCE:• 3+ years related experience or equivalent combination of experience and training/education.• Experience negotiating, coaching and problem solving in an effective manner while building and maintaining positive relationships.NOTE: This job description shall not be construed as a contract for employment. Snowbasin Resort is an at-will employer. As a prerequisite to employment, a criminal background check is required. Results of a background check are not automatic grounds for disqualification.

Keywords: Snowbasin Resort, Salt Lake City , Guest Service Manager, Executive , Huntsville, Utah

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