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As a Guest Experience Associate at TRIFECTA Snowboard & Ski School, you are the key touchpoint for all guest experiencing the school. You ensure a smooth, safe, and exciting journey-from first-time riders to experienced snowboarders-by guiding them through bookings, gear, and slope readiness.
You play a critical role in bridging guest experience, safety, and snow operations, ensuring every guest feels confident stepping onto the slope.
You are responsible for delivering a seamless, high-energy, and personalized guest experience across all touchpoints-from arrival to departure-while embodying the lifestyle and community spirit of our school culture. You will act as both a service professional and brand ambassador, ensuring every guest feels welcomed, informed, and inspired.
Key responsibilities include, but are not limited to:
Snow Guest Experience & Onboarding
- Welcome and engage guests arriving for snow sessions (ski & snowboard)
- Anticipate guest needs and deliver personalised recommendations
- Assess guest experience level (first-timer, beginner, intermediate)
- Guide guests through the full onboarding journey:Registration & waiversLog Book orientation Equipment readiness
- Create a reassuring and confidence-building environment, especially for first-timers
Snow Operations Coordination
- Manage check-in flow for snow sessions to ensure punctual session starts
- Coordinate closely with:Snow instructorsRental/retail team leads (gear sizing, fittings)
- Monitor session schedules and ensure smooth guest transitions between time slots
- Assist guests with:Snowboard/ski selection (basic guidance)Boot fitting and sizing coordinationHelmet and protective gear checks
- Ensure all guests are properly equipped before entering the snow area
- Identify and escalate any gear issues quickly
Product & Experience Knowledge
- Maintain strong knowledge of school's offerings
- Recommend suitable packages, sessions, and experiences based on guest profiles
- Support upselling of memberships, programmes, and retail products
Guest Journey Facilitation
- Assist guests with website navigation, waivers, and onboarding processes
- Provide wayfinding and ensure smooth movement across the facility
- Coordinate with instructors, retail, and operations teams to enhance experience
Service Excellence & Environment
- Uphold high standards of customer service and brand experience
- Maintain cleanliness, safety, and organisation of guest-facing areasIncludes spatial housekeeping - Ensuring all FOH areas are neat and tidyEquipment housekeeping - To check all equipment is in working order and safe to use
- Handle guest feedback, complaints, and service recovery professionally
Administrative
- Process transactions accurately (POS systems, bookings, payments)
- Maintain records of guest interactions and bookings
- Support reporting and operational tracking where required
- Handle guest concerns (e.g., delays, session issues, equipment discomfort)
- Provide prompt and empathetic service recovery
- Work with team leads to resolve issues efficiently
Optional Roles (.if deemed fit)
- Assist/lead snow classes
- Assist coordination of external snow programmes and trips
- Snow class instruction training will be provided
Requirements
- 18 years old and above
- Experience in concierge, or sports/recreation environment preferred
- Basic knowledge of snowboarding/skiing (highly advantageous)
- Familiarity with rental gear or willingness to learn quickly
- Strong customer service and hospitality mindset
- Confident communication and ability to guide guests clearly
- Ability to stay calm under pressure in a fast-paced environment
- Strong coordination and multitasking skills
- Team player with proactive attitude
- Willing to work weekends, peak periods, and holidays
