Guest Services Supervisor


Department: Mountain Services
Season: Year Round
Time: Full Time

LOCATION: 4302 Access Road, Bolton, VT 05477

This position is a Full Time Winter Seasonal position and runs from late October to April.


Job Summary:  In addition to performing all tasks of a Guest Services Representative, the Supervisor also assists the manager in resolving customer issues, coordinating employee tasks and supervising Guest Services staff when Manager is not available. 

 

Essential Functions:

  1. Perform all duties of the Guest Services Manager in her/his absence.
  2. Assist in the hiring and training of new employees; oversee and assist staff in performing their duties, keep staff up to date on promotions, weekly events and specials
  3. Act as a liaison between Ski School and Guest Services, oversee ski school reservations and enhance communication between departments.
  4. Respond to customer questions, concerns, comments and complaints in person, by telephone, via email or by regular mail; resolve if possible; refer to supervisor or other staff member/department as indicated
  5. Help connect customers with information they need to maximize the value and experience they have at Bolton Valley
  6. Be a positive, friendly and helpful representative of the resort
  7. Sell lift tickets, season passes, lessons and rentals; help guests understand the various options and values to select the right products.  Sales include in-person, online and over the telephone.
  8. Be familiar with all of Bolton Valley's products, services and specials.
  9. Take payment and return correct change; process credit card payments; print/fill out tickets; process related records/forms, such as credits, coupons, upgrades, gift certificates, lodging vouchers, and the like. Cash out at end of day; prepare cash and ticket/package sales reports.
  10. Assist/oversee general cleanup and maintenance of reception and work areas, including shoveling/sanding/salting of entryway and moving ski/board racks
  11. Basic data entry.
  12. Communicate closely with other departments, particularly Ski School and Mountain Operations.
  13. Other customer service-oriented tasks as assigned

 

 Other Functions:

  1. Oversee the Lost & Found
  2. Coordinate group ticket orders, After School Program needs, and other special group or event needs
  3. Contribute to the development of guest service systems.
  4. Assist in the development of guest services databases.

 

NOTE:  All Bolton Valley employees are required to perform alternate functions from time to time, both within and outside of their assigned department, particularly during peak periods such as holiday weekends. 

 

Customer Service Expectations:  With constant customer contact over the counter, will sometimes have to deal with upset and/or angry customers.  Guest Services is the recipient of feedback and complaints, so employees must be prepared for this.   Employee is expected to be courteous and professional in accordance with Bolton’s commitment to providing superior customer service.

 

Qualifications: 

  • High school diploma or equivilent required
  • Some college preferred
  • 2-3 years customer service experience, some management experience preferred

 

Required Knowledge and Skills: 

  • Previous cash handling experience
  • Helpful, outgoing and friendly personality
  • Good basic math/cash-handling skills
  • Ability to work well under pressure in a fast-paced environment
  • Patience
  • General interest in the ski industry and in helping others
  • Ability to follow instructions
  • Phone etiquette skills
  • Ability to multitask and prioritize when busy

 

Physical and Mental Demands: 

  • Prolonged periods of standing
  • Stress from dealing with fast-paced environment, occasionally difficult and/or upset customers, and quickly jumping from one situation to the next
  • Occasional lifting up to 20 lbs. (boxes of trail maps or brochures, ski racks, etc.)

 

Work Environment:  Work is performed almost exclusively indoors, except for some shoveling/sanding/salting of exterior stairs and entryways.  Work is fast-paced, involving lots of information and questions in rapid succession.

 

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  This is not an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.