Job Description

Purgatory Sports Downtown Specialist

General Purpose

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The Downtown specialist seeks to provide an excellent guest experience in the many areas of the Purgatory Sports Downtown location which includes but is not limited to sales of day tickets, season passes, lessons, rentals, retail, and more. This role ensures that the associates are providing specialized support to the many ticket and pass holders assisting guest questions and issues. This position supervises the physical and human resources of the Purgatory Sports Main Avenue to meet its strategic business plans as it aligns with all indoor guest services departments, while providing an exceptional guest service experience. This role will oversee and adhere to expectations set by the mountain and will 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 managing people and holding them accountable and who love the mountains and strive 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/

Essential Duties/Responsibilities

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Manage daily operations at PSDT to include fulfillment sales, season passes, rentals, and retail. Actively work the retail shop floor and sales desk, engaging with customers, soliciting feedback from customers and adjusting operations as necessary to meet/exceed customer expectations. Resolve customer concerns/problems to the satisfaction of the customer and protection of the company's interests. Responsible for the timely answering of phone calls from both direct and forwarded phone calls from the mountain Assist the mountain ticket office in maintaining email responses for ALL fulfilment and guest services related accounts to include: Tickets, Guest Services, Refunds, Season Passes, Info and others Handle MCP x Purgatory relationships Organize agreements and contracts associated with fulfillment products. Assist with fixing issues and mistakes within our sales software. Handle guest refunds and credits for all fulfillment related activities to include sales, rentals, ski school and others Assist in monitoring and maintaining appropriate inventory levels. Work with Softgoods and Hardgoods specialists when inventory levels require re-ordering. Make recommendations of additional or new products that should be considered for the store to meet customer demand. Follow brand guidelines with merchandising goods to maximize sales and provide high quality store aesthetics. Work with the rental specialist to fulfill guest rentals and maximize utilization. Ensure completion of daily reports to maintain accurate and up-to-date record of revenues, monitor and maintain appropriate cash levels in register and change banks. Review staff hours worked to ensure accuracy and report any inaccuracies to the Guest Services Manager. Maintain a clean, professional and compelling retail ambience in the shop and all work areas. Protect employees and customers by providing a safe and clean environment. Supervise and coach Indoor Guest Service team members Assist with training and preparing "How To's" on all products both downtown and at the mountain while ensuring consistency from both locations Assist with the fulfillment of all products sold on the Purgatory website and through outside sales channels. Make recommendations for performance appraisals, disciplinary discussions, hiring requirements, terminations, and assigning and scheduling work. Handle complex guest issues Creation and enhancement of products and procedures. Work with the leadership team on special projects to enhance the department and resort. Help facilitate communication between departments. Assist in other areas of Indoor Guest Services as needed. This can mean physically being at the mountain. Maintain an open mind and be willing to learn and adapt, while bringing a team oriented approach. Other duties as assigned.

Knowledge, Skills & Abilities

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Excellent guest service and communication skills. Knowledge of resort procedures, policies, and safety protocols. Familiarity with the google suite and data analysis and Siriusware Maintain an open mind and be willing to learn and adapt.

Education and Experience:

High School Diploma or GED is required. Bachelors in business administration or similar is preferred. 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

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The entirety of the work day is spent indoors at select locations working with guests and staff. A majority of the day can be spent standing when customers are present. A partial amount of the work day can be spent sitting while completing tasks at your designated area.