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Team Lead - Product Sales - Winter Seasonal

Date:  Oct 21, 2021
Location: 

Skykomish, WA, US

Company:  Stevens Pass Mountain Resort
Shift Type:  Winter Seasonal 2021/2022

Do you love the mountains and wonder what it would be like to work at a mountain resort? Looking to try something new and learn how to ski, snowboard or downhill mountain bike? Are you looking to meet new friends from all over the country and world? If you answered yes to any of these questions, we invite you to come join our community at Stevens Pass today! Why not work where you play, and let Stevens Pass be your office. www.vailresortscareers.com
 

As of Nov. 15, 2021, Vail Resorts will be requiring all employees across North America to be vaccinated for COVID-19.

 

The Team Lead reports to the Supervisor and/or Manager of Product Sales & Services in either the Snowsports School or Season Pass Office. This position co-oversees 4 selling areas that are fast paced and dynamic; front of house sales locations, Private Lessons and Season Pass or Youth Programs and Rental cashiers. The Team Lead is in charge on the Supervisor's days off. In this position, the team Lead will work with checking in guests for private lessons, ensuring a smooth hand-off to their instructor and monitoring cashiers in the season pass office or the Team Lead will work with check-in of Youth Programs and monitoring cashiers in the Rental Cash Row. The Team Lead also trains employees on hard skills at the computer station and shares product and resort knowledge with all employees. They should strive for smooth operations, customer satisfaction, and happy employees. This position requires the ability to work in congruence with other departments, such as the reservations call center, Rental Tech Center, Auditing, and the rest of the Snowsports School. As a team leader in this team, the team lead will be looked upon to demonstrate appropriate behavior through interactions with guests, employees, and management.

 

QUALIFICATIONS

  • A minimum of one year working in a customer service position with cash handling experience
  • Prior experience in a lead or supervisory role 
  • High School Diploma or GED
  • Proficient in typing, Outlook, counting cash, Word, and Excel
  • Must be detail orientated and accurate
  • Problem solver, self-motivated and self-directed
  • Must be able to follow specific departmental procedures and guidelines for each selling location
  • Excellent customer service, either face to face with guests or written in email or over the phone
  • Demeanor to serve as a spokesperson on behalf of the resort
  • Must be positive, energetic, and upbeat for both the guest and employee experience
  • Thrive in a fast paced, multi-tasked selling environment 
  • Must be a team player that is comfortable with the changing dynamics of a seasonal operation
  • Arrive on time and follow attendance policies
  • Must be 18 years of age or older
  • Highly organized and have the ability to remain calm and courteous when under pressure
  • Strong communication, motivational, organizational, and interpersonal skills
  • Guest Connect experience highly desirable
  • Employment in this position is subject to a satisfactory background screening

RESPONSIBILITIES

  • All those associated with the sales agent's responsibilities, the Team Lead must be able to step in and help on the front lines when busy in any selling location
  • Train employees in November for the upcoming season and continue that training through the season
  • Open and close the sales departments on the Supervisor's day off
  • Ensure that sales procedures and cash handling policies are properly being followed
  • Have an intimate understanding of Snowsports School, rentals and pass products
  • Provide support to the snowsports cashiers, season pass and reservation agents
  • Address customer concerns and provide solutions face to face, over the phone, or in email
  • Troubleshoot Guest Connect issues and correct transaction errors
  • Work with the Private Lesson Coordinator and Snowsports School admin team to coordinate lesson scheduling, booking, assignment and guest communication
  • Authorize returns and refunds in a manner consistent with department policy
  • Ensure that youth reservations are being fulfilled in an accurate, organized and timely manner
  • Send pre-arrival emails to guests
  • Ensure all cancelations are being handled appropriately according to the cancelation policy and in a timely manner 
  • Attend and participate in management meetings or cross-department meetings as needed
  • Assist manager/supervisors in improving snow sports school and sales policies and processes
  • Uphold and enforce a high personal standard of punctuality, professionalism, work quality and appearance
  • Motivate and enhance employees job experience
  • Helps out with special projects and tasks assigned by the PSS Sales Manager & Supervisor
  • Perform additional tasks as requested by Supervisors, Managers, and Senior Management Team

PERFORMANCE EXPECTATIONS

  • Be a proponent of Stevens Pass and Vail Resorts vision, mission, values, and service philosophy
  • Be a good example for the sport and industry by managing personal stress levels, maintaining a positive attitude and communicating enthusiasm for snowsports
  • Uphold a high personal standard of punctuality, professionalism, appearance and work quality
  • Raise concerns regarding resources, personnel or workload appropriately and in a timely manner
  • Apply a detail oriented approach to tasks and produce accurate work.
  • Work unsupervised in a manner that is professional and consistent with policies and procedures
  • Possess the ability to use good judgment when dealing with customer service situations and scenarios that are not clearly defined by department policy and procedure
  • Ensure that duties/projects/tasks are completed in a timely and accurate manner
  • Detail oriented, ensuring that all steps are taken to ensure the safety of the guest by properly completing and handling paperwork and equipment
  • Respond enthusiastically when asked to help out in other areas
  • Communicate with co-workers, supervisors, and managers effectively regarding personal/work issues
  • Consistently provide a positive attitude towards the workplace, co-workers and guests

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to talk, listen, stand, walk, sit, use hands to finger/handle or feel, stoop/kneel/crouch, and reach with hands and arms. The employee will need to be able to lift up to 25 pounds occasionally.

 

Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 
 

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 350348


Nearest Major Market: Seattle
Nearest Secondary Market: Everett