Guest Services Lead

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play- Free employee season pass and free or discounted dependent(s) season pass- Free and discounted friends & family day passes- Free transportation to & from Bend, Sunriver, and La Pine- Discounts across the resort (food & beverage, retail, rentals, lessons & more)- Employee housing program- 401k with up to 5% company match & immediate vesting- Discounted onsite daycare- Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)- Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

In addition to assisting guests, the Lead Agent will oversee the day-to-day communications of the sales agents, be available to answer their questions, clarifications, suggestions, and input on handling difficult situations. The Lead Agent will assist in ongoing training for new products and reworked products. Lead Agents are responsible for opening and closing Guest Service offices, distributing and collecting cash to/from staff, and submitting nightly deposits and reports. Lead Agents act as a primary communication link between Guest Service Agents and Guest Services Supervisors.

Essential Functions/Major Responsibilities

Provide Excellent Guest Service- Maintain a consistent high level of taking care of our new and returning guests.- Listen to and take care of Guest Service agents.- Use effective verbal communication and interpersonal skills.- Anticipate and meet the needs of guests through input on the scheduling of agents.- Take initiative to support the Mt. Bachelor Guest Service Huddle Program.- Guest recovery and the ability to manage upset guests.- Guest solutions without the assistance of a supervisor.-
- Know what products and services are available for sale and actively pursue opportunities for sales.-
- Oversee Satisfy (chatbot) and submit question/answer requests to the Digital Marketing Manager.

Support Teamwork and Initiative- Work well with others as part of a team.- Mentor co-workers to elevate team success.- Be aware of any procedure changes and event activity that may affect the department by reviewing the staff announcement notebook and communicating with the Department Supervisor at the beginning of your shift.- Be aware of department needs outside of specific agenting tasks and take initiative to contribute.- Attend departmental meetings.

Adhere to Safety and Security Policies- Follow the “Heads Up” Rule: Be aware of what is going on around you. If at any time you feel an unsafe situation exists, please consider it your duty to report it to your manager. Assess and improve your work area(s) to ensure that our environment is enjoyable, productive, and safe.- Watch all entries and exits for hazards and or unwarranted activities.- Take initiative to support the Mt. Bachelor Safety Huddle Program.- Proactively complete the safety training matrix.

Interpersonal Contacts

Primary contact is with agents and guests. Other contacts include Rentals, SRS, Helpdesk, Retail, and department Supervisors.

Specific Job Skills- Technical: Ability to run a computerized POS system.- Physical Capabilities: Able to lift 20lbs, stand for long periods.- Additional: Cash handling experience preferred. Must have good math and typing skills. Ability to meet your scheduling commitment.

Education/Related Experience- Minimum education required: High School Diploma or Equivalent.- Minimum time in related position: 1+ year as Guest Service Agent 2, 2+ years in Experienced or Senior Guest/Customer Service Agent role(s), or Guest Service Lead role.

Job Conditions

In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow, lift up to 10 pounds, and walk on steep and uneven surfaces.

Current Hiring Range: $20.50/hr

Minimum Age Requirement: 21+

Come Work Where You Play