Resort Services Location Manager
Resort Services Location Manager open at Copper Mountain Resort! Minimum 3 years management experience in outdoor recreation/ski industry. Year-Round 11 Months position with great benefit package and housing may be available.
Job Summary:
The Resort Services Location Manager (RSLM) is responsible for the full oversight and quality assurance of guest service, rental/retail, process flow and sales in Copper Mountain's Resort Services Location. This position is responsible for managing the day to day operations of the retail/rental store location and guest services desks in a specific Resort Services area. This position is responsible for all inventory management, loss prevention, training, promotions, budget management, maintenance, policies and procedures. The manager must have a strong background in snow sports rental management, retail management, guest services, communication skills, ski and ride school sales, attention to detail, systems/computer knowledge and customer service. The RSLM is responsible for the sales, registration and fulfillment of all activities both on and off mountain. Direct reports may include: Supervisors, Foreman, Techs and Clerks.
Successful and inspirational leadership of a large team of diverse employees reporting to this position is required in this multi-faceted role. As a core member of the division's senior leadership team, the RSLM will be a key player in overseeing special projects, participating in strategy creation and assisting with development of business plans and operational strategies.
Essential Duties and Responsibilities:
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.
Essential Duties:
- Establishes and communicates training, process flow, pricing, policies and procedures for locations to increase sales, effectively manage expense and mitigate loss
- Uphold outstanding and effective visual merchandising and staging standards in managed locations.
- Enforces and leads by example safety, personnel accountability and cleanliness in the workplace
- Ensures locations receive proper training on regulatory requirements, safety, sales and product information
- Provides direction to store supervisors and foreman on job duties, tasks and overall responsibilities
- Maintains positive and productive relationships with other departments, vendors and third party clients as needed
- Executes on promotions and incentives
- Manage the recruiting process for agents and techs
- Ensures proper replenishment of retail and rental inventory as needed
- Oversees accurate accounting of retail inventories
- Monitors and reports location rental maintenance needs
- Ensures guest service, rental and retail POS accuracy and accounting
- Act as a central point of contact between the Resort Services Division and key strategic partners (internal & external) and disseminate such information to direct reports in a clear & consistent fashion.
- Work closely with Manager peers from other divisions to ensure a culture of teamwork, best practices sharing and peer to peer support.ala
- Reward, recognition and animation programming
- 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.
- Collaborates with key stakeholders to accomplish results.
- Assists customers with purchases (being an active member of the sales team).
Administration Duties:
- Conducts regular meetings and performance appraisals with direct reports
- Budget management: Revenue, Labor and Expense
- Staff and labor management inclusive of reward, recogniton, coaching, feedback, development, hiring, diciplinary action and termination
- Work directly with Retail Manager and Resort Services Group Manager to achieve goals
- Assisting other departments as needed to achieve Copper Mountain's overall goals
Guest Service Duties:
- Day-to-day oversight of all front-of-house and back-of-house guest services, SRS sales, rental/retail location(s).
- Handles guest escalations and works to resolve customer service situations with staff.
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
Supervisory Responsibilities:
- Number of employees supervised 40+
- Positions Supervised: Guest Services/Ticketing/Retail/Rental
- Responsible for:
- Scheduling and assigning work
- Salary actions
- Training
- Disciplinary actions
- Performance review
- Hiring/termination
- Coaching/Feedback
- Daily Operations
- Labor and Expense management
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
Copper is an EOE, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity.