Boyne Resorts

Arrivals Experience Team Supervisor

Job Locations US-WA-Snoqualmie Pass
Posted Date 3 months ago(11/2/2021 10:42 AM)
Requisition ID
2021-11290
# of Openings
1
Resort
Summit at Snoqualmie
Position Type
Seasonal Full-Time or Part-Time
Season
Winter
Category
Guest Services

Overview

Are you an outdoors lover?  Do you enjoy sharing your love of the outdoors with others by making sure they have the best information and guidance possible to make the most of their day? As the Arrivals Experience Team Supervisor at The Summit at Snoqualmie, you will lead a team who are the first point of contact for visitors arriving at The Summit looking to enjoy the outdoors. This team will engage with visitors to share information about the resort as well as Snoqulamie Pass in general. The team will also ensure visitor understanding and compliance with resort parking and access policies as well as Covid 19 rules and guidelines.  Your job is to guide and coach this team in providing great service in a friendly, firm manner. 70-80% of your time is spent outside.

Your team will be responsible for greeting everyone at resort entrances & directing them to the appropriate location for their planned or desired activities. You will coordinate the team in their efforts to provide crowd control and guide visitors as they arrive, whether in the parking lot, base area, as people enter the lift maze, or any other outdoor location as assigned. Your team will be responsible for educating visitors and guests about The Summit's parking policies, resort access policies Covid 19 policies & other applicable rules and guidelines.  The team will use a friendly demeanor and firm guidance to persuasively inspire visitors and guests to comply with these policies so that everyone has the best, healthiest outdoor experience possible - whether at The Summit or using other area locations. You and the Arrivals Experience team will deliver a great guest experience by helping everyone pursue their recreation of choice in the appropriate location (Summit facilities, Sno Parks, etc). 

You will work closely with Marketing, Guest Services, Parking, Security and other Summit Departments to coordinate efforts, strategize and plan for team deployment and identify key locations where the Arrivals Experience Team’s services are needed. This is a critical role where strategic planning, team leadership, interdepartmental cooperation, guest service skills, communication skills, and problem-solving skills are essential.

Responsibilities

    • Work with your manager and other summit departments to identify locations that should be staffed by Arrivals Experience team members as well as to coordinate efforts and communications
    • Set Arrivals Experience Team locations to be staffed and team schedules in coordination with your manager as well as other key Summit departments
    • Maintain and update location protocols as needed and train staff in protocols for each location including but not limited to:
      • Parking protocols and lot/access management locations
      • Resort access policies
    • Communications to guests - train and update staff weekly regarding
      • Ticket availability - all activities (lift, trail, tubing, uphill travel, etc.)
      • Lesson availability
      • Rental availability
      • Activity locations
      • Uphill travel policy
      • Parking locations: pass holders and ticket holders
    • Work with manager to
      • Schedule staff
      • Track staff hours
      • Supervise and support staff and ensure/provide breaks
      • Coordinate with security team & or Ski Patrol regarding escalation protocols when needed
      • Work with manager to implement resort entry management plan and parking lot recapture protocols when necessary.
      • Coordinate with Security and Patrol teams to address procedures for escorting uninvited guests off resort property.
      • Guide the team in assisting with ensuring Covid 19 policy compliance in key locations when needed.
      • Coordinate with other departments/management regarding cooperation with forest Service and other stakeholders. Ensure communications with visitors is aligned with resort and forest service directives.
      • Ensure that the Arrivals Experience team has the proper gear,, marketing collateral, product and policy updates each week to effectively communicate with guests and visitors.
      • Work with the parking crew, Arrivals Experience crew and Marketing to
        • Communicate parking capacities in real time to Marketing to relay to guests
        • keep Snoqualmie Pass Visitor’s Guide information and resource listings up to date
    • Responsible for leading and guiding team in the following activities
      • Directing all incoming visitors to the appropriate location.
      • Assist in parking guidance for guest vehicles
      • Proactively engaging with all visitors in a friendly, directive and decisive manner.
      • Providing informational material for snow tourism and snow playing public.
      • Proactively educating guests and members of the public about Covid 19 policies, guidelines and other safety policies.
      • Persuasively enforcing Covid 19 and other safety policies with guests and members of the public.
      • Guide the team in escalating situations to Guest Services, Security, Patrol or Manager as needed.

    COMPETENCIES

    • Success With The Guest & General Public -Create a positive impression for our guests. Genuinely welcomes the guest: smiles, makes eye contact, engages the guest in conversation and thanks them for their patronage.
    • Work Performance and Job Knowledge -Accuracy, attention to detail, volume of work produced and speed in which it is completed. Such knowledge may be gained from education, experience, training and the ability to adapt to new situations.
    • Teamwork -Upbeat and dependable. Demonstrates the ability to cooperate, communicate and work as a team player with co-workers, supervisors, and outside contacts.
    • Professionalism –Acts professionally and is respectful of others. Adherence to all uniform standards.
    • Attendance/Punctuality – Communicates absences and schedule changes in a timely manner. Promptness in reporting to work and adherence to break and lunch schedules.
    • Safety – Demonstrates safety consciousness with guests, resort and co-workers. Attends safety meetings and adheres to safety codes and procedures.

Qualifications

  • Passion for providing outstanding customer service
  • Problem resolving and positive attitude
  • Ability to maintain calm, firm, and friendly demeanor
  • Outgoing personality

EDUCATION and/or EXPERIENCE
Ideal candidate enjoys being outdoors for extended periods, as well as engaging with people. Customer service experience, in person, on the phone and electronically preferred.  Must be 18 years of age or older.

 

 

PHYSICAL DEMANDS / WORK ENVIRONMENT
While performing the duties of this job, the employee is regularly required to stand in the snow and to talk or hear. The employee frequently is required to stand and walk in snow and on uneven surfaces. While performing the duties of this job, the employee may be regularly exposed to moving mechanical parts, moving cars, fumes or airborne particles, and outside weather conditions.  The noise level in the work environment is usually moderate. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must be able to occasionally shovel snow.

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