Director of Guest Services - Snoqualmie Pass
1 day ago
Job description
OverviewCome and join an amazing team and help create the corner stone of amazing mountian experiences
This senior leadership role oversees the Ticket, Season Pass, Ambassador and Contact Center operations across multiple base areas while driving strategic initiatives that enhance guest experience and operational excellence.
With summer activities ramping up with spectacular Mountain Biking trails and Scenic Lift Rides, there is lots to do all year long.
ResponsibilitiesJob duties may include, but are not limited to:
Champion exceptional guest service delivery and brand standards across all touchpoints, departments and base areas
Utilize data insights to implement systems for rapid resolution of guest concerns, process enhancements, product builds, website user experience and service improvement
Serve as a positive role model and provide guidance to the Guest Services team demonstrating a solutions-focused approach that emphasizes problem-solving
Develop and oversee all aspects of Ticket, Season Pass, Ambassador and Contact Center operations utilizing various software platforms, CRM and POS systems to create efficiencies in team member management, product management and fiscal responsibilities
Collaborate with the Mountain Commerce Product Building team to ensure timely, accurate and best practice use in products and redemption for resort services
Develop, manage, and monitor departmental budgets to ensure fiscal responsibility, cost efficiency, and alignment with operational and financial goal
Qualifications
What we are looking for:
Bachelor's degree in Hospitality Management, Business Administration, or related field
Minimum 7+ years of progressive leadership experience in guest services, hospitality, mountain resort or guest experience roles
Proven track record of managing large, multi-departmental teams (50+ employees)
Experience with Salesforce Service Cloud, RTP, CRM systems, contact center operations, and ticketing systems preferred
Strong analytical skills with experience interpreting and utilizing guest satisfaction metrics and survey data
Excellent communication, interpersonal, and problem-solving abilities
Demonstrated ability to develop and manage departmental budgets
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Join our team and enjoy The Summit ExperienceÂ
Wage And Benefit Info
The wage range for this positions is: from $90,000 to $125,000 (DOE).
Benefits include:
health, dental, vision
Team member will accrue PTO and will earn 2 weeks or more in a 12 month period.
All individuals may contribute to the 401(k).
An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).
All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.
It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor.
Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers.
Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.Similar jobs
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