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Guest Services Staff (Winter Seasonal)

Job Category: Guest Services & Tickets
Requisition number: GUEST002161
Posted: 9 August 2022
Schedule: Full-time
Rate: $14 USD per hour
Purgatory Resort
Durango, CO 81301, USA

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




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.
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