Senior Lead Resort Services Agent

POSITION SUMMARY:

The Senior Lead Resort Services Agent is responsible for overseeing the daily operations of the Resort Services division within the Communications team. This role ensures an exceptional customer experience while providing clear direction and support to all associates. The Senior Lead is accountable for maintaining the highest standards of guest service and operational excellence. In this position, the individual will guide and empower the team in their day-to-day responsibilities, ensuring adherence to all established policies, procedures, and service standards.

ESSENTIAL FUNCTIONS:

• Provide leadership and mentorship to all team members; ensure proper execution of assigned duties.

Directly supervise the Resort Services Team and maintain team morale.

• Train new team members to align with Operational Excellence and Guest Service Standards.
• Maintain Resort Services schedule and keep current training guides and SOPs.
• Communicate policy changes and resort hours promptly and effectively.
• Ensure excellent guest service for internal and external guests; assist with escalated guest issues.
• Enforce departmental and company-wide policies to support consistent guest experience.

Serve as an ambassador for the resort, providing genuine Ozark Hospitality in every interaction.

• Review and summarize reports (daily/weekly) and submit to management.
• Document guest service failures and record accurate information in the Guest Service Standards Recovery database.
• Maintain professional appearance, demeanor, and reputation at all times.
• Build positive relationships with other departments and contribute ideas for improving efficiency and guest relations.

Proactively maintain job-related skills and apply knowledge to complete responsibilities effectively. Answer phone calls and provide personalized guest service as needed.

• Perform other duties within scope of position as assigned

EXPERIENCE/QUALIFICATIONS:

Minimum Degree Required: High School Diploma or Equivalent

• Management experience preferred.

2+ years of experience in hospitality

KNOWLEDGE, SKILLS, AND ABILITY:

Proficiency in Microsoft Office: Outlook, Word and Excel. Ability to learn and use HotSOS, Stay, SevenRooms, FlyBook, Google Forms, etc. Ability to follow instructions as directed and work with a sense of urgency. Excellent teamwork skills. Must be self-motivated and able to work in a team-oriented environment with an emphasis on total guest satisfaction.

Must possess strong problem-solving skills; be able to identify and resolve problems promptly, gather and analyze information objectively, use reasoning even when handling emotional situations. Ability to focus attention on details. Effective verbal and written communications skills. Able to work flexible schedules/shifts as needed for a 7-day operation

TRAVEL REQUIREMENTS:

N/A

PHYSICAL REQUIREMENTS:

Regularly walks, sits, stands, does computer work. Seldom/never lifts up to 50 lbs.

INDEPENDENT JUDGEMENT:

• Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices.

Full Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions! Medical Dental Vision Health Savings Account Flexible Spending Account Voluntary benefits 401k Retirement Savings Paid holidays Paid vacation Paid sick time Bass Pro Cares Fund And more! Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.

Big Cedar Lodge