Access Control Hot Seat Specialist

Sugarloaf Mountain Corporation; Snoqualmie, Northern (WA, KY); Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

401(k) discretionary match

Sick time accrual

Job summary

The Summit at Snoqualmie is seeking an Access Control Hot Seat Specialist to act as the central hub for daily access control operations. You will coordinate information between Lift Ops, Scanning, and Guest Services, diagnose ticketing issues, and provide real-time resolution and communication during incidents.

Reporting to the Senior Manager of Guest Services, you will document incidents, run pass-issue reports, and support various resort operations to ensure smooth guest experiences.

Qualifications

• Excellent written and verbal communication skills.
• Strong interpersonal skills and active listening abilities.
• Effective problem-solving and conflict-resolution skills.
• Friendly, adaptable, and composed in fast-paced or high-pressure environments.
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.
• Sound judgment to troubleshoot ticketing issues and adapt methods for efficient operations.
• Commitment to exceptional guest service and team collaboration.

Responsibilities

• Document and track incidents, escalations, and operational notes for follow-up and process improvement.
• Run reports to detect possible pass errors not flagged at lifts.
• Ensure proper controls are in place to maintain accuracy and reduce fraud risk.
• Hotlist Summit and IKON passes in line with company policies.
• Support Lift Ops/Scanning teams to ensure accurate scanning and smooth lift access.
• Monitor access gates remotely and proactively identify or resolve ticketing issues before they escalated.
• Diagnose and resolve ticket/pass issues while documenting all interactions, including pass fraud forms and restitution cases.
• Process phone payments for ticket purchases, upgrades, and restitution.
• Bring ticket reprints to lift locations as needed.
• Learn and maintain knowledge of all lift-access products and their use within RTP.
• Stay current on resort products, terrain status, events, and daily mountain operations.
• Serve as the primary relay point for information during emergencies, delays, or disruptions.
• Act as central dispatch to ensure quick, accurate communication across departments.
• Maintain clear, professional communication between Lift Ops/Scanning and Guest Services at all times.
• Assist coworkers with policy or procedure questions and help resolve difficult guest situations.
• Share system knowledge and troubleshooting techniques with team members to build broader team capability.
• Respond to phone and radio calls from Lift Ops/Scanning, providing timely and professional access solutions.
• Communicate with guests via phone and email using Service Cloud.
• Notify passholders of scanning incidents through email or phone outreach.
• Walk to lift locations when necessary to assist scanners or lift operators directly.
• Deliver exceptional guest service with a positive, professional, and helpful approach in every interaction.

Job description

The Access Control Hot Seat Specialist is the central communication and troubleshooting hub for daily Access Control operations at The Summit at Snoqualmie. Reporting to the Senior Manager of Guest Services, this role ensures accuracy, efficiency, and a smooth guest experience by coordinating information between departments, diagnosing and resolving ticketing and scanning issues in real time, and serving as central dispatch during emergencies, delays, or operational disruptions. Success looks like access issues resolved before guests notice them, clear and timely communication across departments, and a seamless flow between Lift Ops, Scanning, and Guest Services.

The Summit at Snoqualmie is proud to be part of the Boyne Resorts family of resorts. Boyne Resorts is the largest family owned, independent mountain resort company in North America, guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

Long Term Thinking

• Document and track incidents, escalations, and operational notes for follow-up and process improvement.

• Run reports to detect possible pass errors not flagged at lifts.

• Ensure proper controls are in place to maintain accuracy and reduce fraud risk.

• Hotlist Summit and IKON passes in line with company policies.

Excellence in Execution

• Support Lift Ops/Scanning teams to ensure accurate scanning and smooth lift access.

• Monitor access gates remotely and proactively identify or resolve ticketing issues before they escalated.

• Diagnose and resolve ticket/pass issues while documenting all interactions, including pass fraud forms and restitution cases.

• Process phone payments for ticket purchases, upgrades, and restitution.

• Bring ticket reprints to lift locations as needed.

• Learn and maintain knowledge of all lift-access products and their use within RTP.

• Stay current on resort products, terrain status, events, and daily mountain operations.

Attitude is Everything

• Serve as the primary relay point for information during emergencies, delays, or disruptions.

• Act as central dispatch to ensure quick, accurate communication across departments.

• Maintain clear, professional communication between Lift Ops/Scanning and Guest Services at all times.

Develop Great People

• Assist coworkers with policy or procedure questions and help resolve difficult guest situations.

• Share system knowledge and troubleshooting techniques with team members to build broader team capability.

Serve First

• Respond to phone and radio calls from Lift Ops/Scanning, providing timely and professional access solutions.

• Communicate with guests via phone and email using Service Cloud.

• Notify passholders of scanning incidents through email or phone outreach.

• Walk to lift locations when necessary to assist scanners or lift operators directly.

• Deliver exceptional guest service with a positive, professional, and helpful approach in every interaction.

Qualifications

Required

• Excellent written and verbal communication skills.

• Strong interpersonal skills and active listening abilities.

• Effective problem-solving and conflict-resolution skills.

• Friendly, adaptable, and composed in fast-paced or high-pressure environments.

• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.

• Sound judgment to troubleshoot ticketing issues and adapt methods for efficient operations.

• Commitment to exceptional guest service and team collaboration.

• Must be 18 years of age or older.

Preferred

• Experience with scan guns and tablets used for access control.

• Proficiency in RTP for managing lift access (training provided).

• Ability to interpret RTP reporting and scan data.

• Proficiency with Microsoft Excel and reporting tools.

• Salesforce Service Cloud experience.

Join our team and enjoy The Summit Experience!

Wage and Benefit Info:

The wage range for this positions is: from $24.45 – $28.75 per hour/DOE

This is a non-benefited role.

All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).

All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non‑merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.