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Guest Services Manager

Job Description

Snow King Mountain Resort is the iconic Mountain Resort located in the heart of beautiful Jackson Hole, Wyoming. As a dual seasonal facility, it is home to many summer and winter family-friendly attractions. The Snow King Team is looking for people with a love for the outdoors, a desire to learn, and a commitment to excellent service.

 Job Description

The Guest Services Manager works to ensure a positive employee and guest experience is provided through all aspects of the sales process. The Manager will be tasked with developing a strong ticketing and guest services program for our growing business. They are responsible for training and supervising all staff related to guest services, ticketing, sales, online sales, volunteer, and host programs. He or she is responsible for being an expert on point of sales, waiver, reservation, and ticketing software.

 Essential Duties and Responsibilities:

  • Works closely with ALL other departments, including Accounting, Lift Ops, Patrol, Mountain Sports School, Retail/Rental, HR, and IT.
  • Hire and train ticketing supervisors and ticketing agents to oversee all aspects of ticketing offices and customer sales to include interface daily with customers, sales staff, and phone sales; handle guest complaints and facilitate conflict resolution.
  • Duties include answering phones, returning messages, telephone systems management, and general email correspondence, including answering Flybook inquiries.
  • Develop processes and procedures related to refunds.
  • Be the point of contact to handle customer complaints.
  • Assist Director of Sales with group sales and events, Lodge Room bookings, accurate and timely accounting of billing within a point of sale systems to be invoiced by the payroll and accounting department
  • Assist Ski School Sales.
  • Assist Ski School with Group Reservations - Coombs, Local schools, Ski Clubs.
  • Manage all cash handling procedures
  • Assist Ski Club with Racer Tickets
  • Assist Volunteer Ski Patrol with Tickets
  • Liaison with Partner Resorts
  • Assist GM with Donation Requests
  • Local Concierge Outreach

Qualifications

  • Sales management experience
  • Strong guest service skills
  • Point of Sale Software Experience
  • High School Diploma, University Degree Preferred
  • Familiarity with Snow King Mountain Resort
  • Effective verbal and written communication skills
  • Collaborative skills and ability to work well within a team environment
  • Strong organizational skills and ability to multitask and prioritize
  • Ability to work in a fast-paced and deadline-oriented environment
  • Desire to succeed and grow within the company
  • Self-motivated and goal-oriented with the ability to meet productivity objectives
  • Able to work weekends and holidays as needed