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.