Night Rental Shop Supervisor

Job Description

Job Description

The Night Rental Shop Supervisor is responsible for the evening supervision, productivity, and coordination of Gunstock's two winter rental buildings. This position is scheduled Tuesday through Saturday for approximately 32–40 hours per week and provides on-site leadership during nighttime operations. The supervisor ensures guests receive a welcoming and service-oriented experience while completing rental fittings and returns and oversees evening workflow, staff coverage, guest issue resolution, outreach setup, closing procedures, and final lockup of both facilities. All areas of responsibility must be conducted efficiently and safely, and in compliance with resort guidelines and state regulations. As a guest-focused organization, it is the responsibility of all resort employees to create a WOW experience for our guests.

General Accountabilities

1. Rental Shop Operations

• Responsible for the evening supervision and coordination of operations across both Rental Shop buildings, including guest fittings and returns, nighttime staffing and workflow, equipment inventory and maintenance, and daily closing and lockup procedures.
• Work with the Rental Coordinator to complete nightly equipment setup for school outreach programs.
• Maintain a strong guest-service presence among nighttime Rental Shop staff; ensure proper equipment fit and setups appropriate for each guest's skill level; coordinate efficient returns and address late-day guest needs; drive return visits by consistently delivering outstanding product knowledge and guest service.

• Work with the Rentals Manager to implement facility and guest experience improvements.

1. Guest Experience

• Serve as the primary point of contact for nighttime guest-service issues, responding in an attentive, courteous, and efficient manner; administer service-recovery programs in accordance with resort guidelines and document any unresolved concerns for management follow-up.

• Remain informed of guest experience measurement tools, such as Net Promoter Score and other industry surveys; utilize feedback and data to develop departmental strategies that improve Staff Friendliness/Helpfulness and Overall Experience/Satisfaction ratings.

• Work with the Rentals and Campground Manager to proactively address nighttime departmental performance issues that impact guest satisfaction, productivity, safety, and employee relations, and provide a clear end-of-shift handoff regarding incidents, staffing concerns, equipment issues, and unfinished work.

Supervisory Responsibilities

Responsible for the evening supervision, assignment, and coordination of work activities in the Rentals department. Effectively implement departmental operating and closing procedures in compliance with company policies and state/federal regulations. Directly supervise seasonal Rental Shop personnel scheduled for nighttime operations and serve as the primary on-site leader for the department during assigned shifts.

Supervisory responsibilities include, but are not limited to:

• Coordinate Boot Fitters and Ski/Snowboard Technicians throughout the shift, verify that all assigned nighttime tasks and outreach setups are complete, and confirm both buildings are properly closed, secured, and locked before staff are released.

• Provide coaching and training support as needed; assist the Department Manager with the development and implementation of service and sales training initiatives.

• Maintain accurate documentation of operational, inventory, and equipment logs, employee training and certifications, closing checklists, end-of-day reports, and any incidents or unresolved matters requiring follow-up by the Department Manager.
• Act as the on-site problem solver and leader during nighttime emergencies; coordinate with Ski Patrol, Security, Tickets, and other closing departments as appropriate, respond with courtesy and urgency, and complete required incident documentation before the end of the shift.