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Guest Services Manager

Company: Crystal Mountain Ski Resort
Location: Bend
Posted on: October 10, 2021

Job Description:

Love the outdoors?  The Crystal Mountain staff is comprised of individuals who thrive in the outdoors, love the mountains, and are passionate about what they do. We are looking for applicants who share that passion.?Don’t miss the chance to work and play at Washington Statelargest winter resort where we encourage you to get out and connect with the mountains – consider the powder covered slopes and hiking trails to be an extension of your office environment. 

 

POSITION SUMMARY 

This position is responsible for leadership of the Guest Experience Team including Contact Center, Guest Services and On Mountain Sales teams. He/she will have an intimate and timely knowledge of all resort products and services which will support the On Mountain Sales force in achieving greater sales efficiency and effectiveness as well as superior customer servicephone-based service and sales.  Additionally, this person will manage the resort guest satisfaction and resolution program by consolidating all guest feedback across multiple channels including review sites and surveys to report out on weekly and also work with individuals on resolutions.  Must have excellent customer service skills and be able to provide conflict resolution in a professional and courteous manner. 

 

This position is also responsible for developing and maintaining an active sales culture and process for the cloud-based phone platform and its core agents.  This will require the previously described product knowledge, and also close liaison with the Business Unit leaders for Ski & Ride School, Rental and Demos, who will all be selling products concurrently online, but also in directly promoting Food & Beverage options, Retail and other resort products, activities and services not sold directly online.  Aligning with the OMS team, the role is responsible for driving the consumer experience to be best-in-class, building a guest-centric culture amongst the team, and maintaining Crystal’s commitment to delivering guest service at the highest possible level.   
 
This person will report directly to the Director of Marketing Guest Experience, and will work together to create fiscal year operating budget for the Guest Experience teams according to agreed resort and departmental objectives.  The GE Manager will be responsible for monitoringtracking, and reporting on budget adherence throughout the fiscal year, working with the Marketing & Guest Experience Director to evolve through changes in business and financial conditions.  Finally, in managing and continuing to evolve utilization of the new Contact Center platform, the Guest Experience Manager will work with her/his team and management to develop a suite of operating metrics, KPI’s and guest service standards that will form the basis of the Call Center’s operating framework.  Contribute insight to the Revenue Management team into guest purchase and fulfillment experience, and internal staff booking and fulfillment experience 

 

This position is also responsible for the On Mountain Sales channel at Crystal Mountain.  The position will lead the sales of daily lift tickets, passes, rental equipment, demo skis/boards and Ski & Ride School lessons all sold through a single channel.  In addition, the manager will support the concurrent online sales platform for the same products.  Lead sales agents will lead each Point-of-Sale position at the resort and will be trained to provide guests with the products, services, and support throughout the in-resort purchase process.   

 

A key role for the Manager will be communicating on regular basis with Business Unit Leaders and the Director of Marketing & Guest Experience so that tactical and timely changes are adapting to the ebb and flow of guest traffic and behavior.  Developing a comprehensive training program for all agents will also be key.  The Manager also participates in the weekly Guest Experience, Marketing & Sales (GEMSLeadership Team cross functional meetings, in place to facilitate alignment on all important resort objectives. 

 
 

ESSENTIAL DUTIES 
 

Contact Center 

  • Manage the Contact Center and In Contact phone platform providing optimal phone support and phone sales capabilities. They will manage a Call Center team, both on site and remotely when relevant.  The team will specialize in assisting and exciting guests about Crystal Mountain in all its aspects and helps guests to plan and book all their winter and summer needs.  Call Center agents will answer all inquiries regarding products and services including lift access, rentals, lessons and all other products and services – whether they can be booked online, via the phone, or at the resort.  Inquiries will come thru various channels, including email, social media and directly from guests at the resort.  

  • Develop and manage guidelines for service standards and guest relations including service recovery 

  • Develop product knowledge training to support sales agents and the ‘Confluence’ product and services knowledge database.  While others will support developing and maintaining the ‘Confluence’ platform, the GE Manager is directly responsible for its timeliness, accuracy and efficacy as a sales and guest service tool 

  • Develop and maintain a best in class customer service and support culture within the team, and effectively transmit the same high level of guest service through the telephony domain 

Keywords: Crystal Mountain Ski Resort, Bend , Guest Services Manager, Other , Bend, Oregon

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