Berkshire East and Zoar Outdoor Guest Services Assistant Manager
Job Description
Job Description
Berkshire East Mountain Resort and Zoar Outdoor Adventure Resort
Guest Experience Assistant Manager
Work alongside the Guest Experience Manager to ensure the guest experience team provides excellent guest service whether the experience is via email, phone or in person. This involves working closely with our call center and ticket selling team as well as other departments throughout Berkshire East and Zoar Outdoor.
Duties and responsibilities include:
- Assisting with day to day management of the Welcome Center including but not limited to:
- Answer phones as needed and stay connected with email communications
- Assist the Guest Experience Manager as they hire, train and supervise call center and ticket staff
- Lead by example and promote a positive interaction and experience with all guests.
- Assist with onboarding training and documentation to new staff
- Assist with maintaining and updating training documents
- Assist in delegating important and daily tasks to staff
- Assist with creating and maintaining call center/ticket work schedule
- Assist with communicating office procedures to all Welcome Center staff
- Work with the Guest Experience team to maintain a positive, professional and playful office atmosphere.
- Frequent staff check-ins
- Reward and recognize staff for achievements and celebrate office success
- Assist in coaching, correcting and providing feedback for office staff
Assist with monitoring AR reports for FareHarbor (summer) and Outstanding Balances and Payment Plans in IntouchAssist with maintaining office documents. Ensuring adequate digital or physical copies of program paperwork and waivers are easily accessible for the customer service staff.
- Communicate office procedures, seasonal pricing, promotions and changes to office staff when necessary.
Assist with tracking free trip benefits for summer staff / issuing employee comp benefits for winter staff. Maintenance of the point-of-sale and reservation system including:
- Assist in creating winter and summer products, discounts/promos and availabilities.
- Work with outside support for system problems and fixes.
Assist in close-out duties and cash transactions handled by Ticket Booth/ Customer Service staff.Assist in tracking all review platforms and delegating responses to testimonials in a timely manner and resolve and handle negative reviews with guidance of the Guest Experience Manager.
Preferred qualifications include, but are not limited to:
- Ability to relate well to the public, in person and on the telephone.
- Dependable, well-organized, friendly, and professional.
- Able to work effectively with multiple supervisors.
- Daily collaboration and communication with other managers and staff.
- Supporting Guest Experience Manager and other staff with daily needs.
- Able to balance and prioritize multiple requests.
- Willingness to flex and assist with other departments and tasks as needed.
- Effective office (clerical / secretarial), time management, and organizational skills.
- Be very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
- Customer Service:
- Show leadership in partnership with the Management team.
- Demonstrate the three P's and lead by example: Positive, Professional and Playful.
- Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.
- Prior supervisory experience is preferred.
Reports to:
Guest Experience Manager
Schedule:
5 days a week 40+ hours. weekends required. Weekends and holiday periods are typically very busy and scheduling may be adjusted to accommodate the needs of the business.
Work on holidays is expected as it's when we're busiest.
Compensation and benefits:
Compensation is negotiable based on experience.
Health, Dental & Vision benefits, 401K, PTO, FSA & HSA plans.
160 hours of accrued paid time off.
Complimentary use of all companies: Zoar Outdoor, Berkshire East & Catamount Ski Areas.