This key managerial role is responsible for the overall operation of Guest services (months of operation July through April) which focuses on the sale of passes, snow school and tickets while providing exemplary customer service. This position must balance the business needs of the company by maximizing revenue of all products while effectively managing and scheduling a staff of 40. There is a high level of guest interaction which often includes difficult guest escalations that should be handled in a prompt and professional manner. The manager must be effectively reactionary to the ever-changing business and weather conditions, while once again balancing the guest needs with the needs of the business. This position must create and maintain an office environment where staff is knowledgeable, friendly and can effectively market and sell the right product to our loyal and new guests.


JOB REQUIREMENTS:
Essential Job Functions
*Support Stratton's initiatives while promoting Stratton products and determining the best outcome for the guests.

*Must be able to interact effectively and professionally with all Stratton departments, guests and staff to insure an efficient and well-run operation.

*Marketing liaison between Stratton departments regarding promotions with a focus on the overall resort, including e-commerce sales strategies.

*Communicate with marketing regarding sales strategies.

*Edit marketing collateral and web site content as needed

*Interact and receive projects/assignments from various departments including but not limited to: VP Marketing, Business Intelligence, Snow School Director, Ticket Control, Human Resources, Rentals and Central Reservations

*Constantly monitor snow school inventory levels during peak times to maximize sales effort.

*Expert in our snow school daily and seasonal programs.

*Responsible for responding to customer complaints and resolving issues/concerns

*Assist with the channeling of guest feedback to the appropriate managers within the company.

*Departmental scheduling - ability to schedule guest services staff to insure customers are provided with a high level of service at all times, staying within the labor budget.

*Coordinate with loyal guest initiative and marketing throughout the calendar year to contact guests to provide updates regarding up-selling and purchasing of products at the appropriate time.

*Have the ability and enthusiasm to fill other duties and roles as assigned.


Requirements
*College degree and/or equivalent work experience.

*Proficiency with computers/various software systems. Ability to learn new systems and provide training for staff

*Previous supervisory experience required.

*Strong oral and written communication skills.

*Strong leadership and problem solving skills

*Resort and/or snow school experience preferred.


Other Skills/Abilities*Proficiency in skiing and/or snowboarding preferred