Boyne Resorts

  • Guest Service Specialist – On Snow

    Job Locations US-WA-Snoqualmie Pass
    Posted Date 1 month ago(10/18/2018 1:47 PM)
    Requisition ID
    2018-4436
    # of Openings
    4
    Resort
    Summit at Snoqualmie
    Position Type
    Seasonal Full-Time
    Season
    Winter
    Targeted Job Start Date
    11/17/2018
    Category
    Guest Services
  • Overview

    The On Snow Guest Services Specialist oversees the voluntary collection of guests’ information in order to distribute marketing surveys. As part of the position the Specialist is required to approach and engage guests of the Summit and offer information and guidance whenever necessary to ensure guests are satisfied and informed. The Specialist is also responsible for responding to completed surveys. This position typically begins at the end of November and ends in the beginning of April. We are looking to fill 1 full time Wed-Sun postition. Best job on the mountain!

     

    Responsibilities

    The following statements are intended as general illustrations of the work in this classification and are not all-inclusive of the specific position.

    • Provide email list to Guest Research to determine a Net Promoter Score.
    • Respond to survey submissions and continue any follow-up conversations when necessary.
    • Review data as submission results become available.
    • Assign a category for every comment and report growing areas of needed attention.
    • Inform department heads of specific concerns or trending issues being seen through scores and comments.
    • Continuously encourage the Net Promoter Score process to staff members.
    • Provide training on ways to improve Net Promoter Scores to department heads and frontline staff members.
    • Recognize Department of the Week with awards and provide write-ups for employee newsletter.
    • Maintain historical records of annual achievements.
    • Review and update survey questions with Guest Research.
    • Pre-season set-up of iPad app, transmittal emails
    • Review End of Season Reports with Senior Staff members.
    • Award the incentives at the end of the season.
    • Ride the chairlift with guests and ski or snowboard back to base area.
    • Other duties may be assigned.
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    • Success With The Guest -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. You must be comfortable approaching guests and opening a dialog with them. Shy doesn’t work here!
    • 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

    • Willing to work weekends
    • Passion for providing outstanding customer service.
    • Problem resolving skills and a positive attitude.
    • Exceptional verbal and written communication skills.
    • Positive attitude and outgoing personality.

    EDUCATION and/or EXPERIENCE
    High school diploma or general education degree (GED) is required. Customer service experience, both in person and on the phone preferred. Must be 18 years of age or older.

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