Guest Experience Associate (TRIFECTA Snowboard & Ski School)

Apply here now!
https://bld1x0axfxq.typeform.com/trifectacareers

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