REHIRE: Rental Shop Supervisor - Winter (FT Seasonal) 2019/20

Department: Rentals and Repair
Location: Gilford, NH

Essential Duties & Responsibilities

The Rental Shop Supervisor is responsible for the daily supervision, productivity, and coordination of Gunstock’s winter Rental Shop. Continuously works to provide a welcoming, informative, and service-oriented environment for guests complete rental fittings and returns. Ensure all areas of responsibility are conducted in an efficient and safe manner, within budgetary targets and in compliance with resort guidelines and state regulations. As a guest-focused organization, it is the responsibility of all resort employees to create a WOW experience for our guests.


General Accountabilities

  1. Rental Shop Operations
  •  Responsible for the supervision and coordination of all aspects of the Rental Shop operation including, but not limited to: pre-season equipment setup and testing, daily opening and closing procedures, equipment inventory and maintenance, staffing, and guest relations; continuously monitor revenue, labor, and guest experience to ensure key performance indicators are achieved (wage/revenue & NPS).
  •  Assist with pre-season binding test procedures in accordance with industry and manufacturer guidelines; coordinate and assist with the preparation, repair, and tuning of equipment for season.
  •  Coordinate equipment rentals for school outreach programs and works directly with Sales and Snowsports School to ensure pre-visit setups are organized and ready in a timely manner.
  •  Maintain a strong working knowledge of current and new ski/board product lines; provide informed recommendations for the selection and purchase of seasonal rental fleet to ensure adequate inventory of all rental equipment and drive overall profitability.
  •  Maintain an effective guest service presence among Rental Shop staff at all times; ensure proper equipment fit and setup that is appropriate for their skill level; drive return visits by consistently delivering outstanding product knowledge and guest service.
  • Work with the Rentals and Campground Manager to implement facility, and guest experience improvements.
  1. Guest Experience
  • Respond to all guest-service issues in an attentive, courteous, and efficient manner; administer service-recovery programs in accordance with resort guidelines.
  • Remain informed of guest experience measurement tools, such as Net Promoter Score and other industry surveys; utilize feedback and data to develop departmental strategies that improve Staff Friendliness/Helpfulness and Overall Experience/Satisfaction ratings.
  • Work with the Rentals and Campground Manager to proactively address departmental performance issues that impact guest satisfaction, productivity, safety, and employee relations.

Supervisory Responsibilities

Responsible for the daily supervision, assignment, and coordination of all work activities in the Rentals department. Effectively implement department operational procedures in compliance with company policies and state/federal regulations. Directly supervise the efforts of up to 20 seasonal Rental Shop personnel.

Supervisory responsibilities include, but are not limited to:

  • Assist with the interviewing, hiring, and onboarding process for the Rentals department as needed within resort timelines for applicant workflows.
  • Monitor volume-based staffing plans for Rentals and adjust daily scheduling as needed to meet business needs and maintain superior guest service levels; responsible for the daily coordination, staffing, and work assignments of Ski/Board Technicians and Boot Fitters in the absence of the Department Manager.
  • Provide coaching and training support as needed; assist the Department Manager with the development and implementation of service and sales training initiatives.
  • Maintain accurate documentation of operational, inventory, and equipment logs, as well as employee trainings and certifications.
  • Act as a problem solver and leader in emergency situations and effectively respond to all issues with courtesy and an appropriate sense of urgency.
  • Act as Department Manager on Duty as scheduled.

Perks for Winter Employees: 

  • Complimentary Gunstock season pass for yourself.
  • Discounted and/or complimentary lift tickets for most ski resorts throughout NH, ME & VT.
  • Complimentary group ski/snowboard lessons & equipment rentals at Gunstock.
  • Complimentary access to the Mountain Coaster, Tubing Park, Nordic and Snowshoe trails.
  • 40% discount on food at all resort venues (excluding alcohol).
  • 25% discount at Gunstock Ski & Sport retail shop.

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