Guest Service Representative Lead

As the Lead Guest Services Representative you will play a pivotal role in ensuring our guests receive exceptional service while providing support and guidance to the Guest Services team. You will set the standard for outstanding hospitality acting as a point of contact for escalated guest concerns mentoring team members and ensuring consistent delivery of high-quality service throughout the resort. You will be expected to maintain a professional approachable demeanor while upholding and reinforcing guest service standards. A strong working knowledge of resort amenities services and local attractions is essential as well as the ability to lead by example in both day-to-day operations and challenging guest interactions. Lead Guest Services team members may be stationed at the Front Gate Retail Shop or Guest Services this leadership role you will also help management with operational tasks training new staff and serving as a liaison between departments to ensure smooth and efficient resort operations. This is a seasonal position!

Requirements

Lead by example in delivering outstanding guest service and hospitality Act as a first point of escalation for guest concerns resolving issues professionally and promptly Support training and onboarding of new Guest Services employees Monitor team performance and provide feedback to Manager to ensure service consistency Assist with daily operations across all Guest Services areas (Front Gate Retail Guest Services Office) Maintain a clean organized and safe work environment across all stations Ensure compliance with resort safety protocols and company policies Collaborate with the Operations/General Manager on tasks such as drafting printing and laminating guest-facing materials Accurately operate POS systems and resort software including LiveRez Podium and GateMaster Provide guests with accurate information about the resort sister properties and surrounding attractions Assist in retail setup and stocking as needed Participate in team meetings and provide insight to improve guest experience and workflow Responsible for auditing daily communications and responding promptly to all guest inquiries across platforms including Podium phone calls messages online submissions and walk-up inquiries Manage guest complaints both onsite and through social media channels with professionalism and care Work with the Operations Manager to regularly update the Guest Services Q&A system and contribute to the development of a comprehensive FAQ section for the resort website Respond to social media posts and guest inquiries online with support from the Operations & Training Manager ensuring timely professional and brand-consistent communication Requirements: Must display a positive attitude and exhibit willingness to work Must demonstrate strong people skills Proficiency with Microsoft Office Computers Various software programs Retail experience preferred; Resort experience preferred Prior cash handling experience and cashier experience preferred Must be willing to adhere to the appearance code of the department Must be able and willing to work in a small area for long periods of time Must possess or be willing to acquire knowledge of basic resort information Must be able to think creatively to answer unforeseen questions and solve problems Must be able to stand for an 8-hour shift Must be able to lift 25lbs. if needed Must be able to workdays/nights as well as Holidays/Weekends Strong written and oral communication skills Must be willing to work weekends holidays and overtime. Team player be flexible and open to new ideas and changing priorities.

Benefits