Guest Experience Lead (Trifecta Snowboard and Ski School)

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https://bld1x0axfxq.typeform.com/trifectacareers

As the Guest Experience Lead of TRIFECTA Snowboard & Ski School, you’ll lead the team responsible for creating exceptional guest experiences every single day. More than just running operations, you’ll shape the culture on the floor, develop your team, and ensure every guest leaves feeling looked after, inspired and excited to return.

This is a hands-on leadership role for someone who thrives in fast-paced environments, enjoys coaching others, and takes pride in building a team that delivers consistently great experiences. From daily operations and staffing to training, safety and service standards, you’ll be at the heart of what makes TRIFECTA special.

Team Leadership

• Lead and manage the GX team across all shifts
• Run daily briefings, task allocation, and handovers
• Coach and develop the team in real time on the floor
• First escalation point for guest issues, team conflicts, and operational gaps

Scheduling

• Build and optimise the GX team roster
• Plan staffing around peak periods and demand
• Manage cover, swaps, and last-minute changes

Operations, Systems & Machines

• Operate and oversee [wave machine / snow equipment and slope management] to standard
• Maintain working knowledge of booking platform, POS, and scheduling tools
• Conduct equipment and facilities checks; escalate maintenance issues promptly
• Enforce safety protocols, club rules, and premises standards

Training & Development

• Onboard new GX Executives and maintain consistent service standards
• Run ongoing training, product knowledge sessions, and skills refreshers

Reporting

• Attend weekly [Surf / Snow] operations management meetings
• Report to Duty Manager on team performance, scheduling, and KPIs
• Maintain shift logs and incident records

Guest Experience & Sales

• Model and enforce the highest standard of guest interaction
• Handle escalated guest situations and service recovery
• Drive in-venue conversion on memberships, packs, and upgrades

Requirements
Required

• Minimum 2 years in a guest-facing or team leadership role
• Able to manage a team roster and floor operations independently
• Strong communicator with good conflict resolution and decision-making skills
• Comfortable with booking systems, POS, and operational equipment
• Available on weekends, peak periods, and public holidays

Advantageous

• Prior experience at Trifecta or in snowboarding /skiing, or action sports
• Familiarity with Rezerve or similar platforms
• Experience training or mentoring junior staff
• Active interest in snowboarding or skiing