Tonya Jones

• Provide friendly, quality customer service.
• Develop in-depth knowledge of products, including Lodging, Season Passes, daily tickets, Ski School, and Ikon Pass.
• Become proficient in sales systems (training provided).
• Assist with trip planning by building itineraries, educating guests, upselling activities, and answering resort questions.
• Stay updated on resort and system knowledge.
• Use professional selling techniques aligned with Quality Tracks standards.
• Collaborate with team members and other departments.
• Cover 8-hour phone shifts, with potential for longer hours during peak times.
• Ensure exceptional follow-up for guest satisfaction.
• Address and resolve guest complaints effectively.
• Maintain strong customer service and safety awareness, following instructions accurately.
• Adhere to grooming standards and demonstrate punctuality.
• Work collaboratively as part of a team.

Key responsibilities

• Team management: Manage, train, and motivate a team of operational staff to meet performance goals.
• Process optimization: Design, implement, and optimize service and operational processes to improve efficiency and customer satisfaction.
• Performance monitoring: Set and monitor key performance indicators (KPIs) and conduct performance reviews for employees.
• Problem resolution: Act as a point of contact for staff and manage major incidents, escalations, and operational issues.
• Quality and compliance: Ensure compliance with company policies, quality standards, and safety regulations.
• Collaboration: Collaborate with other departments and vendors to enhance overall operations.