Guest Service Supervisor

Job Description

POSITION: Guest Services Supervisor
DEPARTMENT: Guest Services
REPORTS TO: Guest Services & Safety Manager
STATUS: Seasonal Full Time
FLSA: non-exempt

Snowbasin Resort believes that people are at the center of everything we do, from caring for our employees and guests, to serving the communities where we live. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. Building a community that is respectful and kind towards one another is who we are.

Summary:
The Guest Services and Safety supervisor will be a key player in Snowbasin Resort’s success. While supporting the overall vision for the guest experience along with providing leadership in all areas of safety the person in this role will provide support and direction to the Guest Services and Safety departments. This individual will be responsible for driving the company’s core values of Service and Safety above all else and work to establish a culture of accountability across the respective departments.

Essential Duties and Responsibilities:
Directly support the Guest Services and Safety Manager in accomplishing established goals in four areas of responsibility; Guest Services, Mountain Safety Hosts, Public Safety and Security and Guest Services and Information Center.
Assist with scheduling personnel to ensure staffing level appropriate to business volume; work with GS&S manager to post open positions, recruit, interview and hire qualified personnel.
Supervise the daily efforts of the Guest Services and Safety teams in order to positively impact the guest experience.
Assist with developing and implementing Guest Services and Safety programs/initiatives; plan and conduct trainings to support these programs.
Coordinate with team members to facilitate department activities and responsibilities, assign and review work, resolve guest issues and attend to other related matters.
Provide daily oversight and supervision of team members while communicating staffing needs across areas of assignment; review and sign off employee hours each pay period.
Promote safety awareness throughout the resort by helping develop, coordinate and implement guest & employee focused service and safety programs.
Work closely with key stake holders to further the development, adoption and implementation of safety initiatives to improve employee safety; ensure adherence to all applicable safety standards and procedures.
Assist GS&S Manager with the development and implementation of incident reduction and prevention strategies and tactics in order to minimize risk and liability exposure.
Understand and initiate general emergency procedures; coordinate and respond to emergencies as needed.
Provide input and ensure adherence to departmental budgets.
Establish strong working relationships/partnerships across all resort operations.

Qualifications:
High level of energy and enthusiasm for providing exceptional guest service.
Proven ability to motivate employees around safety and drive engagement.
Ability to build relationships across departments and functions.
Exceptional interpersonal skills with the ability to remain calm in stressful situations.
Strong organizational, problem-solving and conflict resolution skills.
Must be physically capable of working long hours in all weather conditions.

Work Schedule and Environment:
Weekend and holiday availability required as well as flexibility with work schedule; available on-call as necessary.
Work is performed in a mountainous winter environment in varying weather conditions.

Education and Experience:
3+ years related experience or equivalent combination of experience and training/education.
Experience directing personnel and problem solving in an effective manner while building and maintaining positive relationships.

NOTE: This job description shall not be construed as a contract for employment. Snowbasin Resort is an at-will employer. As a prerequisite to employment, a criminal background check is required. Results of a background check are not automatic grounds for disqualification.