The posting
Copper Mountain Resort is a vacation destination located 75 miles west of Denver, Colorado in the heart of the Rocky Mountains. Three vibrant, pedestrian-friendly village areas host lodging, retail outlets, restaurants, bars, and family activities. During the winter months, Copper's world-class terrain offers skiing and riding for all ages and abilities. Each summer, the mountain transforms into a playground for hikers, mountain bikers, and anyone seeking a genuine Colorado experience. Copper Mountain Resort is also home to Woodward Copper action-sports camps, programs, and training facility.
Job Title: Resort Services Supervisor
Job Status: Seasonal
Compensation and Benefits:
- Compensation: Proposed hiring rate of $22.00 to $24.40+, actual pay will be adjusted based on experience.
- Benefits: This is a seasonal position eligible for season pass for employees/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.
Job Summary:
The Resort Services Supervisor (RSS) is a part of the Resort Services Department and is responsible for the supervision and quality assurance of the customer service and sales in Copper Mountain's Guest Service/Rental/Retail locations. Guest Service and Rental/Retail locations at Copper Mountain are responsible for the sales, registration and fulfillment of all of Copper Mountain's winter and summer activities both on and off mountain. The RSS will be assigned a specific location(s) where he/she will supervise staff and ensure delivery of exceptional customer service and sales.
The RSS works in conjunction with his/her manager to deliver fiscally responsible supervision of labor resources, opex/adminex and capital expenditure for all Business Units reporting to this position. Concurrently, he/she focuses on expense management as well as driving topline revenues and margin at every opportunity.
The RSS is responsible for making sure important information gets translated to staff members to enable them to service the customer effectively. The RSS needs to provide the necessary tools and training to assist employees in doing their jobs. This includes developing special operating procedures as well as other communication documents and procedures. In addition, he/she is responsible for handling guest escalations as needed.
During the Summer operating season the RSS will take their place in the team responsible for the sale and services of activity, retail and rental products. The RSS will be involved in the set up and maintenance of the retail store, summer projects and keeping an eye focused forward on preparing for the coming winter.
Motivating, encouraging and effective supervision of a large team of diverse employees reporting to this position is required in this role.
As a member of the supervisory team, the RSS will be asked to participate in the development of business plans, budgeting, hiring of seasonal staff and operational decisions as well as work on special projects.
In addition, The RSS supports the Rental and Retail departments in his/her location, or other locations as needed, during the winter & summer operating seasons.
Minimum 3 years previous supervisory experience in a high-volume customer-oriented environment required.
Essential Duties and Responsibilities:
- Day-to-day oversight of all front-of-house and back-of-house service/ sales operations in a designated zone.
- QA on service delivery, assuring high quality and consistent sales and service to all guests.
- QC on new products by testing sales, verbiage, scanning, etc.
- Weekly Over/short auditing of their locations and other locations
- Report on and be the subject matter expert on all multi mountain products (Real Deal, etc.)
- Manage scheduling requests and changes. Flex daily labor to meet business volume needs.
- Foster effective working relationships with key strategic partners (internal and external).
- Disseminate timely and accurate information to direct reports in a clear and consistent fashion.
- Loss Prevention monitoring, education & policies/procedures.
- Support and create Reward, Recognition & Animation programming.
- Support the development of effective relationships with 3rd Party Vendors/Outfitters; suppliers.
- Assist with the recruiting and on-boarding process.
- Focus on safety.
- Develop a strong working knowledge of the POS system and its effective utilization in maintaining an efficient operation.
- Ensure accurate accounting of daily sales and fulfillment.
- Create and drive a sales culture where agents are upselling and sales targets are clearly understood, and accurately reported.
- Work closely with supervisor peers from other divisions to ensure a culture of teamwork, best practices sharing and peer to peer support.
- Support and coach direct reports to ensure the fundamentals of guest service and sales are consistent between all locations and that the teams in every location are working to create a guest environment which is "helpful, animated, and friendly" while assuring sales, service & professional standards are being communicated and upheld.
- Attend any/all resort, divisional, departmental and/or external meetings as needed.
- Present professional appearance and behavior at all times - lead by example, embody our service standards.
- Become a subject matter expert in all Resort Services policies and procedures and be willing & able to assist the frontline wherever/whenever required.
- Responsible for the execution of the Resort Services business plan, employee opinion survey action plan and budgets as they pertain to your specific locations through fiscally responsible management of all aspects of the operation under your direct supervision.
- Sundry duties as they come up and any task assigned by the Resort Services Director.
Other Duties as Assigned:
- This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of POWDR-Copper, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.
- Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees. Upholds the most professional image. Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
- All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events.
- This position is a seasonal position and may have fluctuations in hours worked based upon overall business volumes.
Supervisory Responsibilities:
- Works with manager on the scheduling of various employee categories to match staffing to business volumes, ensuring excellent service delivery while remaining within budget parameters.
- Ensure daily recording of labor in timekeeping system.
- Responsible for balancing cash over/shorts for all areas & reconciling exception reports.
- Assists with interviewing and hiring of staff.
- Responsible for ensuring all staff receive proper training and periodic performance evaluations as outlined by departmental procedure.
- Responsible for all disciplinary/coaching actions of staff and must ensure they are handled in a timely manner.
- Responsible for the dissemination of all communications to staff regarding any/all resort activities and departmental matters.
- Conducts regular 1:1s with core team members providing growth and development opportunities.
Personal Attributes:
- Is honest and has the highest integrity.
- Is able to handle and manage confidential information.
- Professional appearance. Adheres to all grooming guidelines.
- Follows established policies and procedures.
- Is supportive of Core Values.
- Sets the example for others and is above reproach.
- Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
- Is organized in tasks. Sees projects through to the finish. Has good follow-through and makes it a habit of getting back to people on issues.
- Can handle fast paced, potentially high-pressure environment.
- Is flexible with hours and days of work.
- Is able to work any hours of the day, any days of the week.
- Prioritizes and re-prioritizes personal time and work, to have good balance in life.
Basic Requirements:
- Must be able to lift and carry items up to 50 lbs.
- Must be able to physically move throughout the resort (including potentially skiing/riding on-mountain) comfortably and quickly
- Must be able to stand for long periods of time
- Must be able to communicate in English for long periods of time
- Must have a valid US Driver’s license
- Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
- Must be at least 18 years old
Preferred Experience and Special Skills:
- Previous destination resort experience in a high volume, customer-oriented environment preferred
- Minimum 3 years’ supervisory experience required
- Minimum 3 years’ customer service experience required
- Strong leadership, communication and organizational skills required
- Computer proficiency required and should include MS Office: Word, Excel and PowerPoint
- Training experience an asset
Position was originally posted on 10/23. This position will be posted and accepting applications until Wednesday, October 28th.
POWDR-Copper Mountain, LLC is an equal opportunity employer and that race/color/religion/sex/sexual orientation/gender identity/national origin/disability/protected veterans or any other applicable status protected by state or local law, are not taken into account in any employment decision. We offer competitive benefits, employee housing, and a unique work atmosphere. All of our job opportunities are located at Copper Mountain Resort in Summit County, Colorado. 90 miles west of Denver, we are situated in the heart of Colorado's playground. All candidates must fill out an application to be considered for employment.
Can you see yourself here- Apply now!
