Lead Guest Services Agent - Giants Ridge

Compensation Amount:

Job Summary:

Job Description:

• Provides day-to-day support and guidance to Guest Services Agents and assists with operational issues as they arise. 
• Serves as a knowledgeable resource for staffing regarding lift tickets, rentals, season passes, lesson reservations, and company policies and procedures.
• Assists in maintaining efficient guest service operations and workflow during daily business activities. 
• Supports training Guest Services Agents.
• Provides leadership and direction to the Guest Services team in the absence of the Guest Services Manager.
• Responds to guest inquiries and assists in resolving guest concerns and complaints in a professional and timely manner. 
• Handles high volumes of customer interactions while delivering exceptional service to internal and external guests.
• Performs sales transactions involving lift tickets, rentals, lessons, season passes, and other services.
• Assists with daily cash handling, reconciliation, sales reporting, and opening and/or closing procedures.
• Maintains knowledge of all property services, programs, promotions, and activities to accurately assist guests. 
• Assists with the operation and troubleshooting of reservation and point-of-sale systems. 
• Ensures work areas remain clean, organized, and welcoming to guests.
• Maintains awareness of safety concerns, and reports issues promptly to management.
• Represents the company in a professional and positive manner when interacting with guests and employees.
• Perform other duties as directed.

• Passionate about guest service and the hospitality/recreation industry.
• Strong customer service skills, actively look for ways to assist customers and coworkers.
• Proficient in Microsoft applications and POS software.
• Possesses strong organizational, leadership, and teamwork skills.
• At least 2 years’ experience in the product sales/hospitality industry.
• Associate degree or higher preferred.
• Strong cash handling experience.

• While performing the required duties of this job, the employee is regularly required to reach with arms and hands.
• The employee often is required to walk, stand, talk or hear, handle, feel or operate objects.
• Ability to stand for the entire workday.
• The employee will occasionally be required to sit, stoop, kneel, crouch, or crawl.
• Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. occasionally.
• Specific vision abilities include close, distance, color, and peripheral vision, and depth perception.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Consistently communicates and receives verbal communication with other employees.
• Physical presence at the job site is essential to perform job duties. 
• Moderate exposure to extreme cold, heat, working outdoors, mechanical hazards and electrical hazards. Noise level is moderate.
• Work weekends, holidays, and extended hours during peak seasons.

• Computer
• Point-of-sale system
• Typical office equipment (computer, fax, telephone, copier, scanner, etc.)

• Passion for guest service and creating memorable experiences.
• Strong problem-solving skills and ability to remain calm under pressure.
• Experience working with point-of-sale systems, reservation software, and Microsoft Office Applications.
• Excellent communication, leadership and teamwork skills.
• Experience handling cash and processing transactions accurately.
• At least two years of customer service, hospitality, retail, recreation, or sales experience. 
• Ability to multitask and manage a high volume of guest interactions while maintaining a positive attitude. 
• Interest in outdoor recreation, skiing, snowboarding, or resort operations a plus.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer.  All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.