Indoor Guest Services Guide Fulfillment Specialist

Indoor Guest Services Guide Fulfillment Specialist

General Purpose:

The fulfillment specialist seeks to provide an excellent guest experience in the sales of day tickets, season passes, lessons, rentals, and more. This role helps the Indoor Guest Services trail and ensures that the associates are given the tools to provide support to guests, and assist guest questions and issues. This position will train associates and will oftentimes have to help with the front line and complex issues. We are looking for people committed to providing a stellar guest experience, who are not afraid to embrace change, who are comfortable setting expectations and who love the mountains, striving to Give People the Freedom to Ski! 

This is a Full Time, Year Round position that offers comprehensive benefits including medical, dental, vision insurance, 401K options, and a free season pass for you and your dependents. All full time, year round positions are eligible for an annual bonus in addition to regular wages. For a full list of benefits visit https://www.purgatory.ski/employee-benefits/ 

Job Posting Deadline: This position will remain open until filled. Applicants will be reviewed on a rolling basis. You will have the opportunity to schedule a pre screening interview with the Human Resources team at the end of your application. 

Essential Duties/Responsibilities:  

• Supervise daily operations at the resort fulfillment center
• Supervise and coach Indoor Guest Service team members
• Provide excellent customer service to Purgatory guests.
• Work with volunteers to help guide guests where they need to go.
• Supervise fulfillment of season pass products, comps, and vouchers.
• Handle specialty problems including season pass products, comps, and vouchers.
• Ultimately responsible for IDC, VIP, DMMA/DMC, and Hospitality special accommodations
• Point of contact for handling partner and corporate accounts
• Assist with SOP’s, training and preparing “How To’s” on all products sold at all locations while ensuring consistency
• Oversight and tracking of partnerships requiring specialty products
• Be an expert within our sales software training employees and helping guests
• Be informed of all products and procedures.
• Handle email and phone inquiries
• Safeguard the revenues of Purgatory using established internal controls.
• Be prepared to help at windows as needed and operate a window during peak times.
• Complete “opening” and “closing” procedures/processes, including making sure the end of day checklist is completed.
• Update end of day reports and email results to management.
• Expedite guests in order to effectively get their issues resolved
• Handle speciality passholder relationships and requests
• Provide support to other trails departments with respect to daily operations and supervisory duties, as needed (i.e., if they are short-handed or need additional manpower).
• Assist with the fulfillment of all products sold on the Purgatory website and through outside sales channels.
• Assisting with lost and found
• Assisting with daily locker rentals
• Assisting with skier drop off area and carts
• Help facilitate communication between departments
• Ensure sales points are set up for the correct season with correct products
• Work with accounting on revenue recognition
• Assist customers with website/reservation issues and report to IT the problems that guests encounter.
• Familiarity with Purgatory Resort information: hours of operation, events, F&B outlets, etc.
• Proper phone, radio, and email etiquette.
• Maintain an open mind and be willing to learn and adapt.
• Other duties as assigned.

Knowledge, Skills & Abilities: 

• Excellent guest service and communication skills.
• Knowledge of resort procedures, policies, and safety protocols.
• Familiarity with Purgatory Resort.
• Knowledge of computer and cash handling practices.
• Exceptional customer service skills. 
• Maintain an open mind and be willing to learn and adapt.
• Ability to work indoors 100% of the time talking to guests the entirety of the shift.

Education and Experience: 

High School Diploma or GED is required. Must have reliable phone or internet connection for virtual interviews. Must possess an open mind and willingness to adapt. Previous guest service experience strongly preferred. Previous Ski Resort experience is strongly preferred but not required. Must be legally authorized to work in the United States. 

Working Environment/Physical Activities:

The vast majority of the day is spent indoors in a typical office environment. 90% of the day is spent sitting, 10% of the day is spent standing. Occasionally exposure to loud volumes due to many guests speaking at once. This is a non skiing position.