Guest Experience Manager

3 months ago

Mount Buller, Australia Buller Ski Lifts Full time

**Location**

Mt Buller

**Department**

Mountain Operations

**Type**

Seasonal

**Description**

Our team is passionate about our mountain and our community. If you thrive on the satisfaction of great customer care, being on the ball, being on time, are ready for a life-changing challenge and the chance to be part of a power-team - let’s talk Mt Buller promises an office like no other and yes, skiing and boarding is part of the experience with a season pass and free bus access to Mt Buller being just some of the perks of working with us. You’ll be up for rolling up your sleeves and working together with lots of different businesses and stake holders across the mountain to provide our guests with the best experience possible in a unique and challenging alpine environment.

The Guest Experience (GE) department encompasses Guest Experience Agents and operates the two Toboggan Park (Celia’s and the Village). This department supports and provides information for all visitors to Mount Buller.

The Guest Experience Manager will lead the way to providing our guests with all the information they need to have an enjoyable and memorable Mt Buller experience by providing the GE and Toboggan Parks team with all the training and resources they need to exceed guest expectations.
- The GE Manager will posses excellent employee and guest relation skills and be of a naturally friendly and cooperative nature.
- They will support the company vision and strive to meet company goals.
- They will take personal responsibility for achieving goals and objectives and cultivate productive working relationships at all levels for a mutually beneficial relationship.
- They will display a can do attitude at all times while working with team members and promote a fun, inclusive team orientated atmosphere with a just culture.

**Operational activities of this role will include**:

- Preparation of annual, weekly and daily budgets and reports for GE and Toboggan Parks.
- Liaising with the Grooming and Snowmaking departments in regards to Toboggan Park maintenance.
- Liaising with the Lift Operations team in regards to lift operational needs and wait times.
- Ensuring all team members and guests have access to accurate information about daily operations, events and conditions.
- Setting a good example, and ensuring adherence by all GS team members, of company standards in regards to sobriety, punctuality, attendance and personal grooming.
- They will conduct GE and Toboggan Parks team member training: including pre-season formal sessions, continuous on-the-job instruction and support and work place observations and appraisals.
- People management maintaining adequate staffing levels during peak and off peak times in relation to budgets and the guest experience.
- The use of appropriate communication channels and following the correct chain of command.
- Build consistency and fairness throughout the Guest Experience Department with regard to team member performance reviews and safety standards.
- Adhering to, Buller Ski Lifts Environmental Management System.

**Were looking for people who have**:

- Experience leading a team by example and promoting an inclusive, fun and just culture where members are supported to do their best.
- Excellent customer service and communication skills.
- Completed three winter seasons or similar experience at another resort
- Technical aptitude.
- Ability to work independently and in a team environment.
- Enjoy working outdoors in changeable and extreme weather.
- Ability to communicate with team members and guests from all different backgrounds and walks of life with empathy and respect.
- Have a good level of physical fitness.
- Committed and reliable.
- Growth mindset.

We will provide pre season and on the job training to ensure you're well prepared to fulfill this role.
- Buller Ski Lifts 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, or any other status protected by applicable law._

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