Guest Experience Associate

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.

Job Description:

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 & waivers
• Log 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 instructors Rental/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 coordination, Helmet 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 areas
• Includes spatial housekeeping – Ensuring all FOH areas are neat and tidy
• Equipment 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/surf classes
• Assist coordination of external snow/surf programmes and trips
• Snow/Surf class instruction training will be provided

Job Requirements:

• 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

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.