Guest Services Staff (Winter Seasonal)
Guest Services Responsibilities:
- Assist guests promptly and provide accurate information
- Assist guests with requests
- Provide information on skiing, riding, and non-skiing activities at Purgatory Resort
- Provide information on local area businesses
- Provide directions to guests
- Distribute printed information
- Stock trail maps and brochures at various on- and off-mountain locations, including, but not limited to, lifts and food and beverage outlets
- Print updated grooming reports and distribute to various on- and off-mountain locations daily
- Lost and found
- Update and maintain records of lost and found in Returnity software and in written logs
- Return lost items to guests
- Log lost items in Returnity software and in written logs
- Organize lost and found items
- Transport lost and found items between storage areas
- Receive guest feedback
- Document feedback in electronic log on Excel and in written logs
- Forward feedback to appropriate departments
- Resolve guest complaints and/or issues
- Communicate
- Provide effective verbal and/or written communication to guests, coworkers, and management team
- Distribute emergency messages
- Answer the phone and direct calls
- Check voicemails and emails, reply to messages
- Monitor all radio channels and reply to calls when appropriate
- Insure timely and accurate communication with other departments at Purgatory Resort
- Cooperate
- Assist other departments at Purgatory Resort
- Facilitate ski patrol, security, and law enforcement assistance in regards to stolen property or other criminal activities
- Assist the National Forest Service with nature tours
- Valet
- Set up of valet services
- Interact with guests and Durango Mountain Club members
- Complete valet tickets and maintain records accurately
- Transact valet payments by card and/or cash, providing the guest with correct change
- Maintain the safety of vehicles while in valet
- Responsible for driving and parking guest vehicles
- Take down of valet services
- Snowshoe tours
- Provide snowshoe tour information to guests
- Promote snowshoe tours to guests
- Take reservations for snowshoe tours
- Prepare guests for snowshoe tours
- Assist guest services volunteers with snowshoe tours, when needed
- Lockers
- Provide guests with locker information
- Direct guests to the appropriate lockers
- Assist guests in purchasing and using lockers
- Document issues with lockers, work with the maintenance staff to resolve issues with lockers
- Volunteer oversight
- Monitor volunteer locations on the mountain
- Ensure volunteer staff has updated and accurate information
- Support volunteers when necessary
- Other duties as assigned
Other Essential Duties/ Responsibilities:
- Greet all Guests with a smile
- Make sure guests feel attended and cared for
- Assist with special events
- Ensure guests receive a quality experience while visiting Purgatory Resort
- Communicate with marketing and group sales to provide groups a great experience
- Other duties as assigned
JOB QUALIFICATIONS
Knowledge, Skills, and Abilities:
- Knowledge of guest service roles and responsibilities at winter resorts
- Effective communication skills and the ability to speak, listen, read, write, and type
- Ability to reason and problem solve under pressure
- Ability to remain alert
- Ability to stand and/or sit for shift duration
- Must be able to safely lift up to 50lb
- Intermediate (or above) skiing and/or riding ability
- Must be 18 years or older.
- Must have a drivers license and be insurable under company policy
- Experience: Previous guest service related work experience.
Materials and Equipment Directly Used:
- Computers, printers, and other general office equipment
- Skis and/or snowboard equipment, snowshoes, ski lifts
- Electronic lockers
- Standard and automatic transmission vehicles
- Cleaning supplies including, but not limited to: disinfectant, window cleaner, vacuums, brooms
- Printed material including, but not limited to: trail maps, brochures
Working Environment and Physical Requirements:
- Approximately 50% of the workday is spent indoors.
- Approximately 50% of the time is spent outdoors in constantly changing weather conditions which includes extreme cold, snow, wind, and other forms of inclement weather.
- Approximately 50% of the time is spent standing, 25% sitting, 20% skiing or snowboarding on the mountain with the guests, and 5% walking in either indoor or outdoor environments which are subject to inclement weather.
- May require occasional lifting and carrying of objects up to 50 pounds
- Occasionally stooping, kneeling, crouching, reaching, and handling objects.
- Constantly engaging in normal conversation
- Occasionally using near and far acuity, depth perception, field of vision and color vision
- Occasionally exposed to odors and electrical and mechanical hazards.
- When skiing or snowboarding, potential hazards also include exposed worksites, radiant energy, inclement weather, and walking in ski or snowboard boots in winter environments.