Guest Experience Manager
Job Description:
Please note, this position is located at Crystal Mountain Resort in Enumclaw, WAYear RoundWORK AND PLAY IN THE MOUNTAINSJoin our team of big mountain adventurers at the largest ski resort in Washington! Here at Crystal, it's more than our work. It's our passion for the guest experience, the outdoors, and the community that bring us together at the end of the tree-lined road. We come from near and far to be up on the mountain because it's an experience you just don't get anywhere else. Events are always on the calendar and friends are always down to play. Work in the beautiful National Forest, neighboring Mt. Rainier, as a premier Ikon Pass destination with a whole lot of stoke to share.JUST LIKE THE TREES, WE ARE GROWING! Apply today to grow your mountain roots with us- whether you are looking to escape the city, expand your skills, or progress in the ski industry, we have a variety of roles for hard-working and enthusiastic team-players. Find your line, join our team!BIG PEAKS, BIGGER PERKSEmployee perks:Free Alterra season pass (unlimited, direct to lift at all Alterra resorts)
Free Alterra season pass for spouse and dependents 25 & under50% off window ticket price at IKON partner resortsFree access to Alterra Mountain destinations during time offFree ski-referral letters for employees to use at other mountain resorts during time offDiscounted friends & family day-ski vouchers (Up to 85% off)Discounts on Ski & Snowboard LessonsDiscounts on Ski & Snowboard RentalsDiscounts on Gear Tune-UpsDiscounts on Food & BeverageDiscounts at Crystal Mountain Retail shopsFree Crystal branded swagPro deals on gear with 100s of brandsDiscount MarketplaceDeals on accessories, auto, electronics, entertainment, fitness, food, home, pet supplies, travel, and moreEmployee-only Night Skiing eventsEmployee Housing available, on-mountain and off-mountainAccrued paid time off for eligible positionsGroup health insurance for eligible positions401K benefit and generous match with immediate vesting for all staff members over 21Opportunities for growth, advancement, and year-round employment- JOB DESCRIPTION -Position Title: Guest Experience Manager Business Unit: Guest Experience Position Reports to: VP of Resort ServicesPositions Reporting to this Role: Ticketing Supervisor, Guest Services SupervisorEmployee Type: Full Time, Year RoundWage Range: $68,000 - $75,000 base compensation Position also qualifies for Annual Incentive Plan BonusLocation: Washington - Office based, limited remote work during shoulder seasons.Date of Last Review: 5/22/23Love the outdoors? The Crystal Mountain staff is comprised of individuals who thrive in the outdoors, love the mountains, and are passionate about what they do. We are looking for applicants who share that passion. Don't miss the chance to work and play at Washington State's largest winter resort where we encourage you to get out and connect with the mountains - consider the powder covered slopes and hiking trails to be an extension of your office environment.POSITION SUMMARYThis position is responsible for leadership of the Guest Services and Ticketing teams. They will have oversight of all lift access products and guest service functions such as selling tickets, season passes, and other seasonal products. In addition, the manager will support the concurrent online sales platform for the same products. He/she will have an intimate and timely knowledge of all resort products and services which will support in achieving greater sales efficiency and effectiveness as well as superior customer service. Must have excellent customer service skills and be able to provide conflict resolution in a professional and courteous manner. The role is responsible for driving the consumer experience to be best-in-class, building a guest-centric culture amongst the team, and maintaining Crystal's commitment to delivering guest service at the highest possible level. This person will report directly to the VP of Resort Services, and will work together to create a fiscal year operating budget according to agreed resort and departmental objectives. This will be responsible for monitoring, tracking, and reporting on budget adherence throughout the fiscal year, working with all Business Unit leaders to evolve through changes in business and financial conditions. Finally, the Manager will work with her/his team to develop a suite of operating metrics, KPI's and guest service standards. They will also contribute insight to the Revenue Management team into guest purchase and fulfillment experience for all lift products.A key role for the Manager will be communicating on regular basis with Business Unit Leaders so that tactical and timely changes are adapting to the ebb and flow of guest traffic and behavior. Work with team to develop a comprehensive training program for all ticketing and guest service agents will also be key. The Manager also participates in a weekly Resort Services Leadership Team cross functional meeting, and daily morning huddles with management team and their own staff. Also participation will be required in the monthly Department Heads and All Hands meetings in place to facilitate alignment on all important resort objectives.ESSENTIAL DUTIESGuest Services Develop and maintain a best in class customer service and support culture within the teamCoaching and training staff on guest de-escalation and providing resolutionsOngoing management of staff development and performance reviewsMaintain superior relationships and coordination with the constituent business units such as Snowsports School, Rentals and Demos, Food and Beverage, Mountain Operations, and other business units. Communicate clearly and often with the constituent business units across the resortDevelop and maintain operating procedures for guiding guests through the guest experience. This includes, but is not limited to arrival, on-mountain, and departure aspects of the guest experienceLead the in proactively identifying and responding to various points of feedback including Medalia guest surveys and in person feedback.Related, analyze unmet guest needs and feed these into the Revenue Management Team processCollaborate with department on setting and achieving goals for growing ancillary revenue channelsDevelop and manage guidelines for service standards and guest relations including service recovery, establish these as targets and keep front line sales staff aligned on them systematicallyMonitor and respond to all guest questions feedbackWork with BU teams to provide guest resolution when necessaryTicketingLead the development of product knowledge training to support sales agents stationed in ticketing - key to their success is emphatic knowledge of resort products, services and activitiesWorking in conjunction with Business Unit Leaders to build and support keeping the resort sales knowledge up to date with all relevant resort and product informationTest all products in point-of-sale that the sales and service agents will be selling and manage relevant changes throughout the business cycleDevelop and maintain a best in class customer service and support culture within the teamCoaching and training staff regarding sales methods and strategies. Ongoing management of staff development and performanceMaintain superior relationships and coordination with the constituent business unit leaders; Snowsports School, Rentals and Demos, Retail, F&B and othersDevelop and maintain operating procedures for guiding guests through the on-site sales experience. This includes, but is not limited to arrival, on-mountain, and departure aspects of the guest experienceSeek innovation in systems, methods, and best practices for selling. Constantly audit existing practices with a goal of continuous improvementParticipate in Revenue Management team meetings and contribute ideas and strategies for all revenue channels based on experience gained operating the resort on mountain sales efforts. Contribute feedback from sales agents and broader team. Contribute insight into guest purchase and fulfillment experience. Contribute insight into staff booking and fulfillment experience with a goal of always increasing the quality of guest experience and maximum sales penetrationRelated, analyze unmet guest needs and sales opportunities and feed these into the Revenue Management Team processCommunicate clearly and often with the constituent business units across the resortSeek innovation in systems, methods, and standard practices for selling. Constantly audit existing practicesOTHER ESSENTIAL REQUIREMENTSManage and Drive Successful Internal & External Relationships Collaborate with departments on setting and achieving goals for growing ancillary spendMotivate a 'one team' approach across divisions to provide an optimal guest experience that maximizes revenue.Communicate clearly and often with divisions across the resort to share goals and progress of sales efforts.LeadershipUnderstands business complexities and assumes responsibility for driving changeLeads employees or teams of employees to achieve goalsExhibits honesty, integrity in an environment of mutual respect and trust, core values, reliabilityEngagementIs inquisitive and curious, always asking questions; Seeks new and/or different or ways to improve the business; Thinks outside the boxIs recognized by others (internally and externally) as being engaged in their role, and someone who can often see things that others have notInspires, motivates, develops, energizes, and creates engaged employees, with a solid record of employee retentionDemonstrates true passion for the job, the resort, and the company overallCommunicationCommunicates clearly and appropriately - both orally and in writingResponds to questions or requests in a timely mannerConducts regular one-on-one and departmental meetings to ensure a good flow of informationRecognizes and rewards the achievement of his/her team and others; Ensures thank-yous are deliveredAll communication is down home and strives to improve upon a high level of guest service in a friendly mannerDeliveryAchieves high-quality business outcomes for the division as well as delivering good results that help the business overallMeets or exceeds financial goals, budgets, forecastsCreates successful strategies that produce results, but is also willing to accept responsibility for shortfalls when appropriateEnsures a guest driven atmosphere and improves commitment to a service level that exceed our guests' expectationsTakes steps to provide epic experiences that are wild, memorable and unexpectedFlexibilityAdapts and is flexible to changing business circumstances across a season, a fiscal year, and/or multiple years; Exhibits willingness to changeAdjusts budgets and reforecasts as needed across the year based on changing business needsExhibits flexibility in their thinking, will bend when needed, and will lobby others to change when necessaryInspires a unified team through understanding was is required for successful, cooperative and fun team successThis job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTSAdvanced knowledge of eCommerce and Point of Sale Systems. Inntopia and Siriusware knowledge preferred.Advanced knowledge of customer service environments preferred.Ability to work under deadline pressure and handle many projects at once.Self-starter, assertive, go-getter with high energy and desire to drive the business.Strong sense of ownership and accountability.Resourcefulness in solving problems.Strong organizational skills.Keen attention to detail and follow-through.Ability to build productive cross-functional relationships to support the strategic goals of the organization. EDUCATION & EXPERIENCE REQUIREMENTSBachelor degree from college or technical school or in lieu of college education or equivalent experience.Extensive experience in hospitality industry environment. Minimum 5 years.TRAVEL REQUIREMENTS Minimal travel required.PHYSICAL DEMANDS AND WORKING CONDITIONS This position may be required to work evenings, weekends and holidays.Office Environment:Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis (accommodations will be made in the event of an injury or rehab)Manual dexterity to operate a computer and other common office equipment on a constant basis.Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.OTHER DUTIES AS ASSIGNEDThis position description is an overview of the scope of responsibilities for the role described above. With the evolution of Crystal Mountain, the responsibilities of this posEstimated Salary: $20 to $28 per hour based on qualifications.
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