Access Control Hot Seat Specialist

Summit at Snoqualmie; Snoqualmie Pass (WA); On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

401(k) discretionary match

Sick time accrual

Team oriented culture

Job summary

Summit at Snoqualmie is seeking an Access Control Hot Seat Specialist to act as the central communication hub for daily access control operations. You will coordinate information between Lift Ops, Scanning, and Guest Services to diagnose and resolve ticketing and scanning issues in real time, ensuring guests experience minimal disruption.

The role reports to the Senior Manager of Guest Services and emphasizes proactive problem solving, clear communication, and a strong guest-service mindset in a

Qualifications

• Excellent written and verbal communication.
• Strong interpersonal and active listening skills.

Responsibilities

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

Skills

Communication skills

Interpersonal skills

Problem solving

Conflict resolution

Attention to detail

Organizational skills

18+ years old

Tools

Scan guns

Tablets for access control

Microsoft Excel

Salesforce Service Cloud

Job description

Overview

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 detectpossible passerrors not flagged at lifts.
• Ensure proper controls are in place tomaintainaccuracy and reduce fraud risk.
• Hotlist Summit and IKONpassesin line with company policies.

Excellence in Execution

• Support Lift Ops/Scanning teams to ensureaccuratescanning and smooth lift access.
• Monitor access gates remotely and proactivelyidentifyor resolve ticketing issues before they elevate.
• Diagnose and resolve ticket/pass issues while documenting all interactions, including pass fraud forms and restitution cases.
• Processphonepayments for ticket purchases, upgrades, and restitution.
• Bring ticket reprints to lift locations as needed.
• Learn andmaintainknowledge 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,accuratecommunication 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, providingtimelyand 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 toassistscanners 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 withscanguns and tablets used for access control.
• Proficiencyin RTP for managing lift access (training provided).
• Ability to interpret RTP reporting and scan data.
• Proficiencywith 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.