Guest Services Manager bei Timberline

Description

Provide excellent guest service with a wide variety of system maintenance, administrative functions at on site and off site locations. Represent Guest Services Department in a consistent, positive and professional manner. Position will include early morning hours, weekends and holidays.

Requirements

ESSENTIAL FUNCTIONS:

• Deliver excellent guest service. 
• Departmental budgeting. 
• Oversee updating, installation, set-up and trouble shooting of Siriusware related programs.
• Work closely with I.T. Team on troubleshooting computer and software related issues.
• Oversee Guest Services equipment maintenance and repair. 
• Order ticket and pass office supplies. 
• Oversee promotions and events administration.
• Participate in departmental teams and programs.
• Oversee annual record sorting, retention and destruction.
• Oversee monthly Visitation Reports for NSAA.
• Oversee ticket sales, pass sales, Magic Mile Skyride, Snow Park permit sales, ticket inventory. 
• Oversee all pass program, and Will Call requests.
• Oversee Guest Service e-mail responses and other guest inquiries. 
• Oversee Access points in conjunction with Mtn. Department Staff.
• General company reporting as needed.  
• Oversee daily auditing procedures; address over and shorts with staff.
• Interview and hire to maintain adequate staffing as needed for varying business levels.
• Oversee employee training. 
• Oversee breaks, lunches and labor control.
• Conduct reviews and take corrective action when necessary. 
• Oversee Summer Camp administration, ticket and Product Rep administration. 
• Oversee cleanliness inside the department as well as in foyer and lobby areas.
• Collect and manage deposits, release forms and signed contracts.
• Close account/final billings accurately and in a timely fashion trouble shooting any questions or possible billing disputes. 
• Act as liaison between the Hill Coordinator and coaches. 
• Maintain and develop updates for mountain conditions on Timberline's website, and other mediums of communication used to reach general public and other Timberline departments.  
• Communicate and coordinate with Timberline Sales on special discounts, offers, events, groups.  
• Exercising sound judgment and awareness regarding language, behavior, and dress and grooming. 
• Actively participate in RLK and Company’s Health & Safety Program by identifying and reporting potential hazards, reporting incidents, and promoting a healthy workplace.
• Exercise stewardship of all RLK and Company facilities and environments, ensuring that efforts are made to reduce, reuse, and recycle when the opportunity is present.
• Present a professional, quality image at all times.  
• Regular and reliable attendance.

QUALIFICATIONS:

• Must have excellent guest service and communication skills.
• Must have exceptional cash handling experience.
• Must be detail oriented and have high-quality organizational skills.
• Must be able to consider each situation individually and act accordingly.
• Must be able to handle many situations, simultaneously, in order of priority.
• Must have excellent management and leadership capabilities.
• Must have excellent computer skills in but not limited to Microsoft Windows Office Suite. Will train on Timberline software such as but not limited to Paylocity and Siriusware. Must be able to understand all aspects of ticketing software in a timely manner. Reports are a priority. 
• Must be able to motivate employees to perform with a high work ethic with accountability.
• Must be a problem solver and able to be independent thinking.
• Must have valid driver's license.
• Must be willing to work with irregular breaks and lunch times.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 40 lbs. and carry over 20 lbs. 
• Must be able to stand up for an entire 8-10 hour shift.
• Must be able to walk on uneven, slick, snow and icy conditions both indoors and outdoors.
• Must be able to walk to the Magic Mile, to hotel and back several times a day.
• Must be able to work in a high-pressure, high-energy environment for an entire 10 hr. shift.
• Must be able to work in hot and/or cold room temperatures.

PERSONAL ATTRIBUTES/KEYS TO SUCCESS:

• Leads by example
• Enjoys challenges
• Supportive/Nurturing
• Does not get frustrated easily
• Works well under pressure
• Driven to succeed
• Always has a plan
• Excellent judgment
• Reasoning skills
• Open to change
• Fair and Honest
• Does not take company matters personally
• Is satisfied in knowing you did the best you could
• Team player
• Highly Motivated
• Problem solver
• Excellent communication skills