Guest Services Lead

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play!

• Free employee season pass and free or discounted dependent(s) season pass

• Free and discounted friends & family day passes

• Free transportation to & from Bend, Sunriver, and La Pine

• Discounts across the resort (food & beverage, retail, rentals, lessons & more)

• Employee housing program

• 401k with up to 5% company match & immediate vesting

• Discounted onsite daycare

• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)

• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

Guest Service Lead Agents work in high business volume environments assisting guests with the online purchase of tickets, season passes, equipment rentals, Ski and Ride School, Zipline Tours, RV reservations, and Sunset Dinners. Lead Agents must be experts in the online purchase flow so they can guide guests on their mobile devices, laptops, tablets, etc. Lead Agents work with sophisticated point of sale (POS) terminals requiring a high level of computer experience. Lead Agents work with guests in person, via email, text, and phone. They must be able to work in any of our sales locations, including West Village Guest Services, West Village Reservations, Sunrise Guest Services, Sun Country Tours Bend, and Sun Country Tours Sunriver. Lead Agents must have the ability to work well with the public constantly, often under stressful conditions.  Lead Agents must have a high level of knowledge about all aspects of Mt. Bachelor and Sun Country Tours, including other departments, their locations, and functions, as well as events, activities, and services available to our Guests. Lead Agents must have a high degree of computer literacy in Windows. Some of our locations include retail operations, and duties include maintaining displays of products and restocking merchandise, researching product features and sharing knowledge with co-workers, and assisting with merchandise check-in and internal transfers. 

In addition to assisting guests, the Lead Agent will oversee the day-to-day communications of the sales agents, be available to answer their questions, clarifications, suggestions, and input on handling difficult situations. The Lead Agent will assist in ongoing training for new products and reworked products. Lead Agents are responsible for opening and closing Guest Service offices, distributing and collecting cash to/from staff, and submitting nightly deposits and reports. Lead Agents act as a primary communication link between Guest Service Agents and Guest Services Supervisors.   

Essential Functions/Major Responsibilities

Provide Excellent Guest Service

• Maintain a consistent high level of taking care of our new and returning guests. 

• Listen to and take care of Guest Service agents. 

• Use effective verbal communication and interpersonal skills.  

• Anticipate and meet the needs of guests through input on the scheduling of agents. 

• Take initiative to support the Mt. Bachelor Guest Service Huddle Program. 

• Guest recovery and the ability to manage upset guests. 

• Guest solutions without the assistance of a supervisor. 

• Know and apply the Mt. Bachelor Chain of Command and policies for guest recovery. 

• Know what products and services are available for sale and actively pursue opportunities for sales. 

• Monitor info@mtbachelor inbox. 

• Oversee Satisfy (chatbot) and submit question/answer requests to the Digital Marketing Manager. 

Support Teamwork and Initiative

• Work well with others as part of a team. 

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