Guest Experience Manager Jobs

Please note, this position is located at Crystal Mountain Resort in Enumclaw, WA

Year Round

WORK AND PLAY IN THE MOUNTAINS

Join 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 PERKS

Employee Perks

• Deals on accessories, auto, electronics, entertainment, fitness, food, home, pet supplies, travel, and more
• Discount Marketplace
• Employee-only Night Skiing events
• Free access to Alterra Mountain destinations during time off
• Discounts on Ski&Snowboard Lessons
• 50% off window ticket price at IKON partner resorts
• Accrued paid time off for eligible positions
• Free Alterra season pass (unlimited, direct to lift at all Alterra resorts)
• 401K benefit and generous match with immediate vesting for all staff members over 21
• Group health insurance for eligible positions
• Employee Housing available, on-mountain and off-mountain
• Free ski-referral letters for employees to use at other mountain resorts during time off
• Discounts on Gear Tune-Ups
• Opportunities for growth, advancement, and year-round employment
• Discounts on Food&Beverage
• JOB DESCRIPTION -
• Free Crystal branded swag
• + Free Alterra season pass for spouse and dependents 25&under
• Pro deals on gear with 100s of brands
• Discounts at Crystal Mountain Retail shops
• Discounted friends&family day-ski vouchers (Up to 85% off)
• Discounts on Ski&Snowboard Rentals

Position Title:Guest Experience Manager

Business Unit:Guest Experience

Position Reports to:VP of Resort Services

Positions Reporting to this Role:Ticketing Supervisor, Guest Services Supervisor

Employee Type:Full Time, Year Round

Wage Range:$68,000 - $75,000 base compensation

Position also qualifies for Annual Incentive Plan Bonus

Location:Washington - Office based, limited remote work during shoulder seasons.

Date of Last Review:5/22/23

Love 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 Summary

This 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 Duties

Guest Services

• Work with BU teams to provide guest resolution when necessary
• Related, analyze unmet guest needs and feed these into the Revenue Management Team process
• Develop 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 systematically
• Monitor and respond to all guest questions feedback
• Collaborate with department on setting and achieving goals for growing ancillary revenue channels
• Develop 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 experience
• Ongoing management of staff development and performance reviews
• Lead the in proactively identifying and responding to various points of feedback including Medalia guest surveys and in person feedback.
• Develop and maintain a best in class customer service and support culture within the team
• Maintain 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 resort
• Coaching and training staff on guest de-escalation and providing resolutions

Ticketing

• Communicate clearly and often with the constituent business units across the resort
• Develop and maintain a best in class customer service and support culture within the team
• Maintain superior relationships and coordination with the constituent business unit leaders; Snowsports School, Rentals and Demos, Retail, F&B and others
• Coaching and training staff regarding sales methods and strategies. Ongoing management of staff development and performance
• Seek innovation in systems, methods, and best practices for selling. Constantly audit existing practices with a goal of continuous improvement
• Participate 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 penetration
• Seek innovation in systems, methods, and standard practices for selling. Constantly audit existing practices
• Lead 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 activities
• Test all products in point-of-sale that the sales and service agents will be selling and manage relevant changes throughout the business cycle
• Related, analyze unmet guest needs and sales opportunities and feed these into the Revenue Management Team process
• Develop 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 experience
• Working in conjunction with Business Unit Leaders to build and support keeping the resort sales knowledge up to date with all relevant resort and product information

Other Essential Requirements

Manage and Drive Successful Internal&External Relationships

• Collaborate with departments on setting and achieving goals for growing ancillary spend
• Communicate clearly and often with divisions across the resort to share goals and progress of sales efforts.
• Motivate a'one team'approach across divisions to provide an optimal guest experience that maximizes revenue.

Leadership

• Leads employees or teams of employees to achieve goals
• Exhibits honesty, integrity in an environment of mutual respect and trust, core values, reliability
• Understands business complexities and assumes responsibility for driving change

Engagement

• Is recognized by others (internally and externally) as being engaged in their role, and someone who can often see things that others have not
• Demonstrates true passion for the job, the resort, and the company overall
• Inspires, motivates, develops, energizes, and creates engaged employees, with a solid record of employee retention
• Is inquisitive and curious, always asking questions; Seeks new and/or different or ways to improve the business; Thinks outside the box

Communication

• Conducts regular one-on-one and departmental meetings to ensure a good flow of information
• Communicates clearly and appropriately - both orally and in writing
• Responds to questions or requests in a timely manner
• Recognizes and rewards the achievement of his/her team and others; Ensures thank-yous are delivered
• All communication is down home and strives to improve upon a high level of guest service in a friendly manner

Delivery

• Takes steps to provide epic experiences that are wild, memorable and unexpected
• Ensures a guest driven atmosphere and improves commitment to a service level that exceed our guests'expectations
• Achieves high-quality business outcomes for the division as well as delivering good results that help the business overall
• Meets or exceeds financial goals, budgets, forecasts
• Creates successful strategies that produce results, but is also willing to accept responsibility for shortfalls when appropriate

Flexibility

• Adjusts budgets and reforecasts as needed across the year based on changing business needs
• Exhibits flexibility in their thinking, will bend when needed, and will lobby others to change when necessary
• Adapts and is flexible to changing business circumstances across a season, a fiscal year, and/or multiple years; Exhibits willingness to change
• Inspires a unified team through understanding was is required for successful, cooperative and fun team success

This 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 Requirements

• Strong organizational skills.
• Advanced knowledge of customer service environments preferred.
• Keen attention to detail and follow-through.
• Resourcefulness in solving problems.
• Strong sense of ownership and accountability.
• 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.
• Advanced knowledge of eCommerce and Point of Sale Systems. Inntopia and Siriusware knowledge preferred.
• Ability to build productive cross-functional relationships to support the strategic goals of the organization.

Education&experience Requirements

• Extensive experience in hospitality industry environment. Minimum 5 years.
• Bachelor degree from college or technical school or in lieu of college education or equivalent experience.

Travel Requirements

Minimal travel required.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends and holidays.

Office Environment

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• 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)
• 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 standing, walking, kneeling, pushing and pulling on an occasional basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.

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 Assigned

This 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 position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Crystal Mountain to be a positive influence on the transformation of the resort and its associated lines of business.

Crystal Mountain isAn Equal Opportunity Employer

Required

Preferred

Job Industries

• Other