Job Description

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Snow Patroler

Advertiser: SnowplanetMore jobs from this company

Job Information

Job Listing Date
1 Jul 2019
Location
Auckland, Rodney & North Shore
Work Type
Part Time
Classification
Sport & Recreation, Other

Position Description

SNOW PATROLER

Successful candidates must display an advanced level of skiing/snowboarding competency.

SNOWPLANET LIMITED

Organizational Statement

Snowplanet (www.snowplanet.co.nz) is the southern hemisphere’s only indoor real-snow destination, offering a unique snow sports experience only 20 minutes north of Auckland.  The following diagram presents its internal vision and mission.

Vision

Our principal objective

To be Auckland’s favorite leisure destination

Mission

What we need to do to get there

Sharing awesome snow experiences 365 days a year

The following values must be embodied by all Snowplanet team members for the achievement of our mission:

  • Passion for snow
  • Friendly service with a difference
  • Commitment to having fun together
  • Listen and improve
  • Desire to share the experience
  • Providing a safe, clean and appealing environment

Role:

Customer interaction is what this role is all about. You will be addressing customer questions and queries out on the snow slope. Your key focus is to ensure our snow slope remains a safe and fun place for all participants. Using your Snowsports experience, you will address any health and safety concerns prior to a customer’s inexperience or over exuberance leading to an accident where the participant or another may require medical attention. You will provide outstanding customer service, and your communication skills will be excellent. You will have the knowledge and experience of dealing with difficult situations, and remain professional in all tasks. You will have a great eye for detail, and be pro-active in addressing any concerns.

Working evenings and weekends, you will be flexible with your hours of hour to meet the demand of busy seasons.

You must be flexible in your approach to work, and have the capacity to multi task. You must be able to work under your initiative and be able to problem solve. As part of our Snow Patrol Team, you will work closely with our Rentals and Duty Manager Teams, to ensure the snow dome remains a safe enjoyable place.

 Key Result Areas:

Customer Service

Responsibilities

  • Proactively greet and welcome all guests to Snowplanet in a friendly and efficient way
  • Maintain a full knowledge of all products and specials to ensure all guests receive accurate information.
  • Actively seek Net Promoter Score (NPS) feedback from all guests. Use this information to implement change for improvement.

Systems

Responsibilities

  • Report any risks, hazards, near misses or accidents to your line manager and in writing via our Snowplanet Communication App.

Communication

Responsibilities

  • Actively engaging customers in conversation
  • Delivers professional feedback and outcomes to all issues in a timely and efficient manner
  • Reporting all issues to the rentals team to ensure all staff are across preventative decisions
  • Reporting all restrictions to the Duty Manger with clear communication on the escalation process
  • Proactively communicate to handover with the Duty Manager/GSR/Rentals/SBS teams with any relevant information from your working day.

Groups

Responsibilities

  • Being prepared at the start of your working day, fully understanding any group bookings that will be arriving, and their specific needs enabling excellent customer service
  • Fully understanding and implementing the specific controls regarding school supervision whilst on snow
  • Being fully conversant with all children’s party products, and being able to provide information on these to all guests.

Health & Safety

Responsibilities

  • Proactively keep the snowdome a safe place for all by addressing any inexperienced or over exuberant participants prior to harm occurring.
  • Actively question any unsafe working practices and provide operational improvements
  • Report any risks, hazards, near misses or accidents to your line manager and in writing via our Snowplanet Communication App.
  • Know what to do in the case of emergency.

Other

Responsibilities

  • Maintain a clean and tidy and safe working environment, demonstrating consistently high standards
  • Represent Snowplanet in a positive, firm but fair light at all times
  • Participate in training, learning activities and professional development as required.
  • Comply with all Snowplanet company policies and procedures
  • Perform any other duties as requested within your rang of competency by Snowplanet

Relationships

You will be responsible for developing and maintaining key  relationships, including:

Internal

  • Resort Manager
  • Duty Managers
  • Resort Team
  • Guest Services Team
  • Ski and Board School Team

External

  • Guests/Customers
  • Visitors
  • Group booking contacts (schools etc)

 

Reports to:

 Resort Manager 

Key Reports:

N/A

Key Qualities:

  • Clear communicator in both verbal and written forms
  • Great listener
  • Problem solver
  • Flexible
  • Works proactively under own initiative
  • Professionalism
  • A good work ethic
  • Experience in dealing with the public
  • Works well with others
  • Willing to go the extra mile
  • Empathy, patience and consistency
  • Adaptable
  • Ski or Snowboard experience to an advanced level.
The application form will include these questions:
  • Which of the following statements best describes your right to work in New Zealand?
  • Do you have customer service experience?

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