Overview
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As a Guest Services Executive at TRIFECTA Singapore, you are the key touchpoint for all guests entering the snow experience. 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.
Responsibilities
Key responsibilities include, but are not limited to:
1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
7. Optional Roles (*if deemed fit)
Qualifications
Required
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
