Guest Services Admin

Guest Service admins are responsible for ensuring our guests have a successful guest experience during their time in Lutsen. Functions include Advance Reservations, Guest Services, Daily Lift Tickets, Pass Sales and Pass Printing, Daily Reconciliation and Balancing, and assisting Ticket Sales Reps in resolving guests' issues. Assist with product and sales training for resort-wide ticket sellers and reservations staff. 

Essential Duties and Responsibilities
  • Provide customer excellent customer service to all guests, onsite and via phone/email
  • Assist guests with booking ski and stay packages, lift tickets, rentals, lessons, and summer activities
  • Assist with all aspects of the Ticket Sales department, including training/coaching on products and POS systems, weekly scheduling, and informational support
  • Maintain superior knowledge of all resort products and support Lutsen Mountains sales goals
  • Maintain a strong working knowledge of all POS systems (Siriusware and E-Commerce platforms)
  • Work with sales staff to ensure the guests’ needs are being matched with an appropriate resort product while being mindful of the resort's sales goals
  • Ensure exceptional customer service is being provided
  • Troubleshoot issues with the POS and communicate with management or admins
  • De-Escalate customer concerns/complaints
  • Resolve guest service issues ticket staff are not authorized to handle on their own
  • Filling in for absent employees as needed to ensure the smooth operation of the business  
  • Cutting ticket rep shifts as needed when we are slow
  • Communicate and work with all resort departments in resolving guest issues and assisting in sales training efforts.
  • Meet service-level objectives and department goals as set forth by senior management.
  • Acting as a role model for all employees by continuously exhibiting a high level of service and attention to detail in all tasks
  • Assist in overflow duties from the Office as needed
  • Process online gift card purchases
  • Works with the Assistant General Manager

A full job description and handbook will be provided including all duties upon hire.

Qualifications
  • Customer Service experience
  • Cash handling experience
  • Experience with Siriusware or equivalent software preferred
  • Intermediate to advanced working knowledge of MS Office and web-based system applications
  • Leadership experience
  • Reliable and team-oriented
  • Must be able to stand for long periods of time.
  • Self-motivated individual.
  • Ability to interact socially and courteously with guests and coworkers.
  • Ability to multitask.
  • Strong computer skills.
Starting Wage
  • $17-$20/hour
Online Application
One file only.
10 MB limit.
Allowed types: pdf, doc, docx.
Preferred Way of Contact
Are you eligible/authorized to work in the United States?
Are you age 18 or older?
Employment & Availability
Position Type
Lutsen Mountains Work History
Have you worked for Lutsen Mountains, LLC previously?
Education
Progress
Progress
Employment History
List your most recent employer first. All information must be complete and accurate; incomplete applications will not be considered. References will be checked.

Please read the statement below before submitting your application.

I hereby certify that the information given by me is true in all respects. I authorize Lutsen Mountains and their representatives to contact my prior employers and all others for the purpose of verification of the information I have supplied and release same from any liability resulting from the information released. I authorize employers, schools and other persons named on this application to provide any information or transcripts requested. I understand that misrepresentation of omission of facts may result in refusal to hire or termination of employment.

Employment with Lutsen Mountains is also contingent on my providing sufficient documentation necessary to establish my identity and eligibility to work in the United States.

In the event that I am employed, I understand that I must comply with all company policies and rules.

I further understand that employment and compensation can be terminated with or without cause or notice, at any time at the option of Lutsen Mountains or the employee. This application is not a contract of employment between the applicant and Lutsen Mountains. No words or actions of the company, including employment offers or terms and conditions of employment are intended to establish an implied or expressed employment contract.

MY SIGNATURE IS EVIDENCE THAT I HAVE READ AND AGREE WITH THE ABOVE STATEMENTS

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