Guest Services Assistant Manager

Description

Pay Range: $24.25 - $35.25/hr

Actual pay may be adjusted based on experience

Status: Year-round Hourly (Non-Exempt)

The Guest Services team at Arapahoe Basin is committed to providing excellent customer service to provide a day worth repeating to every guest we interact with.

As the Guest Services Assistant Manager at A-Basin, you will be responsible for assisting in the management of the day-to-day operations of the Guest Services department including the Ticket and Pass Offices, Call Center, Kiosks, Winter Sports  Building/Rental Shop, and scanning/gate monitoring. This position acts as the Guest Services Manager in their absence.

Apply now and be part of THE LEGEND!

Benefits and Perks for this position include:

• Unlimited skiing/riding at Arapahoe Basin and 20 other Colorado ski areas and resorts
• Health, Dental, Vision, and Life Insurance for full-time employees beginning on the 1st of the month following the date of hire
• 401(k) for eligible employees
• Paid time off for all full-time employees
• Much more! Check out all of our perks and benefits here!

Supervisory Responsibilities:

• Assist in managing all areas of the Guest Services Department
• Acts as Guest Services Manager on Manager’s days off
• Assists in managing Payroll
• Assists in managing Employee Relations: hiring, disciplinary action, terminations
• Manage and facilitate staff training program. Individually assess the strengths and weaknesses of each employee and work with them to develop their skills
• Monitor performance and facilitate coaching when necessary. Acknowledge extraordinary employee performance
• Responsible to create and manage the employee schedule
• Frequently assess the number of staff in each location and make adjustments as needed daily
• Responsible to manage labor appropriately based on business volume

Essential Responsibilities:

• Maintain inventory reports of RFID Media and other related supplies
• Facilitates supply orders with Manager and Sr. Manager
• Facilitates fulfillment of Charitable Contribution Program 
• Manages Group Reservation Program
• Manages Customer Database: duplicate customer merges, missing emails, trains staff to facilitate database changes, works with Product Manager and CRM Coordinator
• Manage manual sales processes: prepare, organize, and train employees on manual processes
• Manages sales training: trains all employees on our sales and cash handling procedures. Reviews exception reports, provides coaching to employees when necessary, and follows up with accounting after exceptions are fixed or need further explanation.
• Helps coordinate ski shows: scheduling, hotels, per diems, and sales processes for each show
• Represent Arapahoe Basin at all ski show events
• Facilitates refunds, returns, and season pass transfers per company policies
• Assists Product Manager with RTP product set up when necessary
• Resolve situations related to guest service issues
• Answer employee and guest questions regarding all aspects of Guest Services and Arapahoe Basin
• Work closely with other departments at Arapahoe Basin to provide and manage Guest Services support
• Partner with leaders at A-Basin to embed diversity equity and inclusion competency and practices across teams to develop and support a respectful workplace
• Provides excellent customer service to all A-Basin guests to provide a day worth repeating
• Promote the Arapahoe Basin Vibe
• Other duties as assigned

Requirements

Education Requirements:

• High school diploma or equivalent

Experience Requirements:

• RTP point of sale
• Guest Service
• Staff management

Skills Required:

• Excellent organizational and communication skills
• Strong attention-to-detail
• Ability to multi-task
• Strong leadership and team management skills
• Microsoft Office

Physical Requirements: (with or without reasonable accommodation)

• Ability to withstand high-altitude conditions for long periods or up to 8 hours
• Ability to sit or stand for long periods or up to 8 hours
• Ability to lift up to 25 lbs
• Ability to use motor functions to operate a computer, including a keyboard and mouse

Other Requirements:

• Must be available on weekends and holidays

Work Environment:

• This position will work 90% indoors in customer-facing offices and 10% outdoors, at our chair lift gates, in a high-alpine environment in all types of weather conditions. Most work is completed using a computer, phone, or tablet. Some light snow work at lifts may be required