This position is a Full Time Winter Seasonal position and runs from late October to April.
Job Summary: Oversee all aspects of the staffing and operation of the Guest Services department, which strives to be the ultimate source of information, and salesperson, for all things a visitor would need to know at Bolton Valley.
Essential Functions:
- Hire, train, schedule and supervise all Guest Services employees; oversee and assist staff in performing their duties
- 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
- Keep staff informed of special events, new products & promotions and any other information that should be shared with the public
- Work closely with Ski & Ride School director to coordinate lesson bookings and After School Programs
- Manage the Lost & Found
- Develop Guest Services policies and procedures to improve guest experience and department efficiency
- Help connect customers with information they need to maximize the value and experience they have at Bolton Valley
- Be a positive, friendly and helpful representative of the resort
- 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.
- Be familiar with all of Bolton Valley’s products, services and specials.
- 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.
- Oversee the general cleanup and maintenance of reception and work areas, including shoveling/sanding/salting of entryway and moving ski/board racks
Other Functions:
- Coordinate and process group ticket orders and other special group or event needs
- Assist in the management of the point-of-sale system
- Perform basic hardware troubleshooting for point-of-sale computers and printers
- Advanced data entry, including Siriusware guest database management.
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: Position involves constant customer contact over the counter, sometimes dealing with upset and/or angry customers. Guest Services is the recipient of feedback and complaints, so employees must be prepared to handle difficult customer situations with courtesy and professionalism.
Qualifications:
- High school diploma or equivilent required
- College degree preferred
- Prior customer service and supervisory or management experience necessary
Required Knowledge and Skills:
- Ability to multitask and prioritize when busy
- 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 are also helpful.
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. The pace is fast, 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.