Service Manager - Full-time

Description

Job Summary 

The Service Manager is responsible for co-managing winter service operations for the Homewood Mountain Resort Guest Services, Rentals and Retail departments. This position oversees daily operations customer service operations of the Homewood Guest Services Office, Lift Ticket Window Sales, Call Center Sales, Ticket Scanning, Resort Ambassadors, Retail Sales, Rental Sales and Online Lift Ticket Sales. The Service Manager will respond to guest needs and anticipate their unstated ones. Our ideal candidate will have excellent communication skills with the ability to resolve issues in a timely and accurate manner.   

 

Duties and Responsibilities 

• Promotes and exemplifies the Homewood culture of exceptional guest service, teamwork, innovation, and fun!  Works well independently and with others.  Enjoys “pitching in” whenever and wherever assistance is needed.  Conducts and shows a high level of professionalism.  Values our safety culture, our community, and maintaining a healthy, sustainable environment. Ensures that guests and employees have a fun, safe, and memorable experience.  Asks questions, shares concerns, or gives ideas on innovation and efficiencies that improve both the guests’ and employees’ experience. 

• Provide excellent customer service – Handle customer complaints and provides information about mountain terrain, snow conditions, ski school, rentals, retail and billing queries and West Shore Café questions. 

• Responsible for Guest Services and Retail departmental labor – Works with the Systems and Operations Manager to hire, orient, train, direct, motivate, evaluate, and discipline all assigned staff and oversees work schedules in accordance with company policies. 

• Responsible to ensure a pleasurable resort access experience – ensuring staff have the ability to process and problem solve all ticket and technology challenges from point of sale (POS) tools to on mountain scanning interfaces. 

• Commands high level of fluency with resort sales, processing and database technology platform (RTP) – problem solves various RTP functionalities. 

• Responsible for managing staff and technologies employed with guest service surveys – ensuring integrity of scientific methods within a customer service framework. 

• Maintains current knowledge and implements and enforces company policies, procedures, rules, and regulations. 

• Responsible for the aesthetic of the Retail Shop, maintaining a clean and welcoming environment.  

• Building relationships with customers, vendors and partners.  

• Responsible for preparing promotional materials and displays.  

• Oversee daily operations customer service operations of the Homewood Guest Services Office, Lift Ticket Window Sales, Call Center Sales, Ticket Scanning, Resort Ambassadors, Retail Sales, Rental Sales and Online Lift Ticket Sales 

• Actively listen to and resolve complaints.  

• Examine daily responsibilities, assign tasks and check on progress.  

• Coordinate and manager communication between guests and staff and follow up.  

• Other duties including bookkeeping, revises procedures, or devises new forms to improve efficiency of work flow. 

• Evaluates uniform correspondence procedures and style practices. 

• Daily labor record keeping and reporting. 

• Ensures the Guest Services office and employees are in accordance with its Department Operating Plan (DOP) 

• Collaborate with Systems and Operations Manager on MOD Schedule. Coordinate days off accordingly.  

• Collaborate with Systems and Operations Manager on all Retail Needs and Inventory.  

• Snow removal as required. 

• Supervisory Responsibilities: 

• Directly supervises up to35 employees in the Guest Services, Ticket Offices, Ski School sales, Call Center and Ticket Scanners, as well as marina billing office.  Carries out supervisory responsibilities in accordance with organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work: appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

• Examples: 

• Embody and promote Homewood’s culture of exceptional guest service, teamwork, innovation, sustainability, and fun. 

• Partner with the leadership team to develop and execute comprehensive strategies specific to role. 

• Assist with snow removal as needed. 

 

Qualifications

Skills and Qualifications 

Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential duties: 

General: 

• Have excellent communication, analytical, and interpersonal skills. 

• Ability to work in a fast-paced environment while maintaining a high level of accuracy and courtesy. 

• Must be mobile and tech savvy. 

• Must be at least 18 years old.  

• Must be able to work in the United States.  

• Must meet criminal background standards.   

• Must be able to communicate effectively in English.  

• Must maintain a well-groomed and professional appearance.  

• Must enjoy serving people and having fun!  

• Must display top notch customer service skills. 

Language Skills: 

• Literate and fluent in English. 

• 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. 

• Additional language(s) desirable. 

Mathematical Skills:  

• Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. 

• Ability to apply concepts of basic algebra, geometry, and trigonometry. 

• Ability to calculate figures and amounts such as fractions, percentages, ratios, proportions, area, circumference, and volume to practical situations. 

Reasoning Ability:  

• Ability to apply common sense understanding to carry out instructions furnished in oral, mathematical, or diagram form.   

• Ability to deal with problems involving several concrete variables in standardized situations 

• Ability to define problems, collect data, establish facts, and draw valid conclusions. 

 

Education and Experience 

• High School Diploma or General Education Degree (GED) Bachelor’s degree desirable.  

• 2-5 years related experience and/or training.  

• Computer and database knowledge 

• Prior ski resort experience desirable.  

 

Physical Demands & Working Conditions 

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.  

• Regularly required to stand, sit, and walk; talk and hear; taste and smell; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. 

• Often required to use the computer.  Specific vision abilities required by this job include close vision, distant vision, color and peripheral vision, depth perception, and ability to adjust focus. 

• Ability to lift/move 10 lbs. or more and occasionally lift and/or move up to 25 lbs. 

• Ability to lift/move 25 lbs. or more and occasionally lift and/or move up to 50 lbs. 

• Noise level in the work environment is usually loud. 

Equipment Used (Optional) 

• Telephones, PC, database, office supplies, and filing cabinets 

• Handheld radio 

• Cash registers 

• Snow removal equipment 

Why Homewood? 

• Great Views, Great Vibes, Less Stress. At Homewood we’re doing things a little differently. Here, our guests are more than another face in the lift line, and our team members are more than a name on a spreadsheet. We are creating intimate experiences and memories that will last a lifetime. We’re building a community, and we want you to join us. 

Perks & Benefits 

• Homewood Season Pass for each employee.  

• Homewood Season Pass for employee’s spouse and dependents.  

• Buddy Tickets - Up to 6 non-peak daily lift tickets at 50% of the day’s rate 

• Group Ski/Snowboard Lessons when available 

• Access to ski/snowboard rentals (demos at a discount) for recreational use on the mountain when available and not-on duty. 

• 50% discount at Food & Beverage locations at Homewood 

• Discount at Homewood Mountain Resort operated retail stores starting at 25% 

• Employee Assistance Program (EAP)