Guest Services Manager
Company: Crystal Mountain Ski Resort
Location: Snoqualmie Pass
Posted on: October 10, 2021
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Job Description:
Love the outdoors? The
Crystal Mountain staff
is comprised of individuals who
thrive in
the outdoors,
love the mountains, and are passionate about what they do.
We are looking for
applicants who share that passion.?Don’t
miss the chance to work and play at Washington
State’s largest winter resort where
we encourage you to get out and connect with the mountains –
consider the powder covered slopes and hiking trails to be an
extension of your office
environment.
POSITION SUMMARY
This
position is
responsible for leadership of the Guest
Experience Team including Contact
Center, Guest Services and On Mountain Sales
teams. He/she will
have an intimate and
timely knowledge
of all resort products and
services which
will support the On
Mountain Sales
force in
achieving greater sales efficiency and
effectiveness as
well as superior customer service, phone-based service and
sales. Additionally, this
person will manage the resort guest satisfaction and resolution
program by
consolidating all
guest feedback across multiple channels including review sites and
surveys to report out on weekly and
also work
with individuals on resolutions. Must
have excellent customer service skills and be able to provide
conflict resolution in a professional and courteous
manner.
This position is also responsible
for developing and
maintaining an
active sales culture and process for the cloud-based phone
platform and its core agents. This will require the
previously described product knowledge, and
also close
liaison with the Business Unit leaders for Ski
& Ride School,
Rental and Demos,
who will all be selling products concurrently online, but also in
directly promoting Food & Beverage options, Retail and other resort
products,
activities and
services not sold directly online. Aligning with the OMS
team, the
role is responsible for driving the consumer experience to be
best-in-class,
building a guest-centric culture amongst the team, and maintaining
Crystal’s commitment
to delivering guest service at the highest possible
level.
This position is also responsible
for the On Mountain Sales channel at Crystal Mountain. The
position will lead
the sales
of daily
lift tickets,
passes, rental equipment,
demo skis/boards and Ski &
Ride School lessons all
sold through a
single channel. In
addition, the manager will support the concurrent online sales
platform for the same products. Lead
sales agents will lead each Point-of-Sale position
at the resort and will
be trained to provide guests with the products, services, and
support throughout
the in-resort purchase process.
A key role for the Manager will be communicating
on regular basis
with Business Unit Leaders and the Director of Marketing & Guest
Experience so that tactical and timely changes are adapting to the
ebb and flow of guest traffic and behavior.
Developing
a comprehensive training program for all agents will also be
key. The
Manager also participates in the weekly Guest
Experience, Marketing & Sales (GEMS) Leadership
Team cross
functional meetings,
in place to facilitate alignment on all important resort
objectives.
ESSENTIAL DUTIES
Contact Center
Manage
the Contact Center
and In
Contact phone platform providing optimal phone
support and phone sales capabilities. They
will
manage a Call Center team, both on site and
remotely
when relevant.
The team will specialize in assisting and exciting guests
about Crystal
Mountain in all its aspects and
helps guests to
plan and book all their
winter and summer needs. Call Center agents will answer all
inquiries regarding products and services including lift
access, rentals,
lessons and all
other products and services – whether they can be booked online,
via the phone, or at the resort.
Inquiries will come thru various channels,
including email,
social media and directly from guests at the
resort.
Develop and manage guidelines for service standards and guest
relations including service
recovery
Develop product knowledge training to support sales agents
and the
‘Confluence’
product and services knowledge database.
While
others will support developing and maintaining the ‘Confluence’
platform, the GE Manager is directly responsible for its
timeliness, accuracy and efficacy as a sales and guest service
tool
Develop and maintain a best
in class customer
service and support culture within the
team,
and effectively transmit the same high level of guest service
through the telephony domain
This
person will report
directly to the Director
of Marketing & Guest Experience,
and will
work together to
create a fiscal year operating
budget for the Guest
Experience teams according
to agreed resort and departmental objectives. The GE Manager
will be responsible for monitoring, tracking, and
reporting on
budget adherence throughout
the fiscal year,
working with the Marketing & Guest Experience Director to evolve
through changes in business and financial
conditions. Finally,
in managing and
continuing to evolve utilization of the
new Contact Center
platform, the Guest Experience Manager
will work with her/his team and management to develop a suite of
operating metrics, KPI’s and guest service standards that will form
the basis of the Call Center’s operating framework. Contribute
insight to
the Revenue Management team into
guest purchase and fulfillment experience,
and internal staff
booking and fulfillment
experience
Keywords: Crystal Mountain Ski Resort, Kent , Guest Services Manager, Other , Snoqualmie Pass, Washington
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