Senior Director of Resort Guest Services

Resort Guest Services | Full Time Staff | 001 - Admin

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Job Description

Under the direction of the Resort General Manager, the Senior Director of RGS oversees Snowbird’s retail, rental, ski school and host program departments as well ticket and ski Pass sales.

Position Functions / Areas of Responsibility                

  • The Director of RGS is a member of Snowbird Resort Leadership Team and works closely with the Resort General Manager, and Directors of Village Services, Mountain Operations, Finance, Marketing, Lodging, Food and Beverage, Information Technologies and Human Resources.
  • Directly manages Ticket Office manager, Mountain School Director, Director of Retail and Rentals, and Director of Mountain Host Program.  
  • Oversees, with relevant managers and directors, capital and operating budgets, to ensure timely completion of major improvement projects and budget benchmarks.
  • Participate in and coordinate with senior management team of resort in overall operations of the resort, including planning and operations.
  • Direct, plan and administer ticket, mountain school and retail/rental yield management strategies with finance and marketing management.
  • Directs and implements creative business and revenue strategies for ticket, mountain school and retail/rental departments.  Works with other resort departments to develop and implement revenue and guest service programs.
  • Works with Directors of Mountain Operations, Village Operations to facilitate guest services and operations of mountain school and host program to drive operational effectiveness and customer satisfaction.
  • Oversees and manages the resort guest service and feedback survey, as a part of Snowbird’s overall goals of providing exceptional guest service.  Monitors guest satisfaction looking for ways in every operation to increase positive scores and address areas of lower guest satisfaction.
  • Creates an environment of mentorship within the RGS Division to foster growth and development within team members.
  • Performs other duties as assigned.


Interactions

  • Frequent interaction with guests including group business representatives.
  • Expected to develop and maintain professional relationships and represent the company to outside vendors, contractors, business and community groups.
  • Frequent interactions with Powdr Corporation partners and sister resorts.


Education & Experience Requirements

  • Requires an advanced degree in a related field or other professional training and equivalent job experience.
  • Requires 7 or more years job-specific hotel management level work experience in a progressively more responsible and complex position(s) of leadership and competence.  Experience in resort environment desired.


Specific Requirements:
Valid Driver License  
Ability to ski or snowboard

Supervision/Management:
Directs RGS managers and directors to ensure resort and RGS departments' goals are being met. Performs other duties as assigned. Directly supervises Directors of Retail and Rental, Mountain School, Host Program, and Ticket Office.  

Skills & Knowledge
Technical

Requires extensive, proven track record in retail, rentals, ski school and ticket sales operations. Requires significant input in major decision making which may affect policies or procedures within the given area. May involve group negotiations that affect profitability of services rendered.  Contributes to analysis of present marketing programs and makes suggestions for program changes.  Should be proficient in, Microsoft Word and Teams, Excel, and PowerPoint.  Requires operation of basic office equipment (computer, telephone, copier, etc.).

Administrative:
Requires setting standards and/or formulating work rules and procedures within established policy.  May involve scheduling, coordinating, solving personnel issues (employment, retention, discipline, promotion, etc.).

Interactive:
Requires the ability to communicate clearly and precisely in a variety of significant situations (such as training, mentoring, giving directions, etc.).  Requires the ability to communicate in writing on complex or ambiguous subjects.  Requires proficient conceptual and/or creative skills.  May require the ability to apply advanced negotiation skills in working with others in situations that have little routine or structure.  May require advanced skill in interpersonal relations.  Requires the ability to interact with guests and customers of the resort in a friendly and accommodating manner.

Working Conditions
Work Schedule:

Flexible work schedule which includes weekends and frequent evening and holidays to accommodate business demands.

Mental:
Frequent stress for deadlines and meeting operating and revenue goals.  Work in a pleasant, comfortable surroundings. General office, hotel and resort conditions prevail.  

Physical:
May require occasional lifting of up to 25 pounds. Work in a resort setting at high altitude. Considerable walking to get around the resort.

All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.