SOHO GUEST SERVICE LEAD presso Utah Olympic Legacy Foundation

Description

Soldier Hollow Nordic Center is home to a state-of-the-art biathlon range that was used for the Salt Lake 2002 Winter Olympic Games. The facility also features a 31-kilometer trail system for cross-country skiing and snowshoeing in the winter, as well as mountain biking and hiking in the summer. It is a dynamic multi-use facility focused on developing and growing participation in winter sports in Utah. As a part of the Utah Olympic Legacy Foundation, our mission is to cultivate champions in sport and in life, deliver experiences that inspire communities, and celebrate our Olympic Legacy for years to come.

A Guest Service Lead is responsible for overseeing the guest service team, ensuring exceptional service delivery, and addressing athletes, coaches, and guests’ inquiries and complaints. They manage daily operations and coordinate with other departments to enhance the overall guest experience. Additionally, they handle escalated issues, monitor service quality, and implement improvements to maintain high standards of guest satisfaction.

Major Tasks and Responsibilities

1. Check-In and Check-Out:

• Explain and sell Public Programs, Nordic ski passes, and ski rentals to guests. 
• Verify guest information, process reservations, and issue passes.
• Check-in guests and ensure all guests have signed a waiver via Smartwaiver.

2. Customer Service:

• Present a professional and knowledgeable welcome to athletes, coaches, and guests.
• Responsible for providing the public with current events information, answering questions about Solider Hollow functions and Team SoHo Programs.
• Address guest inquiries, requests, and complaints in a professional and courteous manner.
• Handle phone calls, emails, and other forms of communication professionally.
• Escalate more complex problems to management if necessary.
• Address guest inquiries, complaints, and requests promptly and professionally.

3. Order Preparation:

• Prepare and serve coffee, tea, and other beverages.
• Assemble and serve food items such as pastries, sandwiches, and soups.
• Ensure orders are accurate and presented neatly.

4. Staff Supervision:

• Oversee the performance of guest service staff, provide guidance as necessary, and ensure that all team members adhere to service standards.

5. Operational Oversight:

• Manage daily operations of the guest service department, task delegation, and ensuring smooth workflows.
• Maintain accurate records of guest information and transactions.
• Responsible for the daily operation of the Guest Services Desk area, set-up, open, close and communication protocols. 

• Assist in receiving inventory, inventory control and selling inventory for Retail Shop and Concessions.
• Assist with any additional administrative and projects duties as assigned by Lead, Supervisor or Manager.

6. Coordination with Other Departments:

• Work closely with other departments (tubing, maintenance, Nordic ski) to ensure that guest needs are met and that service disruptions are communicated.

7. Reporting and Documentation:

• Maintain records of guest interactions, incidents, and feedback.

8. Billing and Payments:

• Process payments, including handling cash, credit/debit card transactions, and checks.
• Maintain cash/credit drawer, close out properly after each shift.
• Verify opening and closing till amounts, and deposits from previous day.
• Process nightly deposits and accounting forms.

• Must be at least 18 years of age.
• General knowledge of any point-of-sale system.
• Leadership experience.
• Flexible work schedule – may need to work late and weekend hours.
• Ability to work outdoors in all temperature/weather extremes.
• Ability to lift or move up to 20 pounds.
• Must be able to stand on feet for extended periods of time.
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
• Hearing - to converse with other is a normal conversation.
• Balancing, bending, climbing, kneeling, walking, pushing, reaching above shoulders, and sitting.

• Unlimited Winter Tubing for you, and 6 free friends/family vouchers (employee vouchers are non-transferable and cannot be sold).
• Unlimited Cross-Country Skiing
• Unlimited Cross Country Skiing Rentals
• Discounts in Retail and Concessions
• Discounts on Bob Sledding at the UOP in Park City
• Unlimited Ice Skating at the Oval in Salt Lake
• Unlimited Ice Skate Rentals
• Free Admission to Utah Olympic Foundation Events
• Employee Parties

Qualifications