Team Lead Product Sales, Ritz True North - Northstar California Resort - Winter Seasonal

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's 50 most innovative companies as named by Fast Company, and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Position Summary: To effectively assist the True North at The-Ritz Carlton PSS Manager and oversee a team of guest service agents.  Serve as Manager on Duty when VRR or PSS Manager are not present.  Essential to create and maintain a positive working relationship with The Ritz-Carlton and Vail Resorts Rentals while exhibiting the highest standards of professionalism and guest service.  Satisfying and exceeding guest expectations every day is essential to effectively serve our guests.  The highest level of guest service is achieved by creating a positive experience for our guests and employees through excellent customer service, product and resort knowledge.

Essential Job Responsibilities:

• Delivery of exceptional guest service for the internal and external guests.
• Assist with hiring, motivating, and continual training of the Product Sales and Service team.
• Provide accurate resort, village and local information to the guest and employees.
• Assist in preparation and monitoring of weekly staff work schedules.
• Resolve all guest complaints; handle all guest concerns and do everything in your power to make the guest right.
• Communicate in a courteous and respectful manner to all internal and external guests. Handles difficult guest problems in accordance with company policy and procedures.
• Display accurate cash handling skills, perform daily sales and close procedures while following company and departmental policies and procedures.
• Develop in-depth knowledge of all resort product offerings, those within the Product Sales and Service department and those throughout the resort .
• Ensure each location has adequate supplies to perform the day-to-day operations based on budget and forecast.
• Establish personal strengths and areas of focus through self-assessment, on-going training, and feedback from the Northstar Management Team; participate in all departmental, resort training, and professional development courses.
• Actively cross train in all areas of Product Sales and Service and or in any areas of the Northstar Resort.
• Responsible for troubleshooting product issues and following up with the appropriate parties.
• Perform job performance evaluations by observing daily and overall job performance.
• Perform other duties as assigned.

• Understand all ski school levels and zones of skiing to evaluate the skiing/riding ability of our guest and encouraging the correct ski school product for their needs.

• Coordinate the daily and advance reservations of our private lessons for guest and instructors.
• Learn the instructor’s traits. i.e. disciplines, skier ability, to assist the Supervisor in finding the appropriate match between the guest and the instructor.
• Provide administrative support i.e. communication with the guest in writing and phone support.

• Promote and provide the highest quality of personalized service and information to guests, residents and employees.
• Actively sell and promote activities and services for Northstar Resort, Village and the surrounding areas.
• Rotate positions between Sales, Activities Desk and the Call Center.
• Perform the duties of a Greeter in and around the resort by actively directing and assisting the guest in areas of products, activities while delivering exceptional guest service.
• Perform the duties in the Call Center; responding quickly and pleasantly to all calls, respond and support all written correspondence, communicate any and all issues to Product Sales Management.
• Assist in the delivery of information to Northstar Resort departments for all products, events and activities.

• Understand all ski school levels and zones of skiing to initiate the placement of child in the appropriate ski school product.
• Perform duties as a Greeter in and around the Children Center by actively directing and assisting the guest in areas of products, activities while delivering exceptional guest service.
• A background check will be conducted on all individuals who work directly for the Children Center

• Attend all required training to become a Certified Technician
• Rotation between Sales Agents, Rental Technician and Greeters based on scheduling or as needed

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or 6-12 months related experience and/or training; or equivalent combination of education and experience.  College degree preferred.

Two years of Supervisory or Managerial experience.

Previous RPOS skills and Ski School experience preferred.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.   Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; and talk or hear.  The employee is frequently required to stand, walk, and reach with hands and arms.  The employee must regularly lift and/or move up to 10 pounds.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is sometimes exposed to wet and/or humid conditions, and outside weather conditions.  The noise level in the work place is usually moderate.

RESPONSIBILITIES TO SAFETY

Protect the safety of yourself, co-workers, and Northstar California Resort guests at all times.

Report any potentially harmful equipment or situations to the immediate supervisor without delay.

Report safety-related accidents and incidents at once to immediate Manager or Supervisor.

Follow all company and department safety policies and procedures.

Operate equipment in a safe manner that will not lead to injury of yourself or others.

With diverse tree-lined mountain trails, a world-class terrain park and a vibrant village, Northstar is the perfect setting for families and snow sports enthusiasts alike. Nestled in the Sierra Nevada just 15 minutes from Lake Tahoe, 30 minutes from Reno and a few hours from Napa and San Francisco, it’s easy to explore everything Northern California has to offer. Join the Northstar team and learn why Truckee, CA has been voted one of the “Top 25 Ski Towns in the World.”

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 159169