Access Control Specialist

Big Sky Resort; Big Sky (MT); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Free All Mountain Ski Pass

Discounted tickets to other Montana/BY

Discounted ski rentals + employee ski/

Job summary

Big Sky Resort is seeking an Access Control Specialist to support ticket validation and guest access at the mountain. You will work with the Ticket Checking team to resolve ticket and pass issues, ensuring guests gain smooth access to lifts.

The role emphasizes professional communication under pressure and teamwork in a fast-paced environment. You will respond to calls and emails, diagnose pass problems, and gain in-depth knowledge of lift access products and the RTP sales platform.

Qualifications

• Previous experience working directly with guests is necessary.
• Ability to keep composure and professionalism during challenging interactions is a must.
• Previous employment at a resort, cash handling and point of sale experience is preferred.
• A novice level understanding of Microsoft Excel is required.

Responsibilities

• Respond to guest inquiries about access issues via phone or radio in a professional manner.
• Record and diagnose ticket/pass issues as they are reported and fix where possible.
• Monitor gate activity and proactively resolve pass issues before guests report them.
• Run reports to identify potential pass errors not detected by the ticket checking team.
• Maintain knowledge of lift access products and how they function in the RTP sales platform.
• Answer guest questions via phone or email professionally.
• Be familiar with daily snow and grooming reports; outdoor work may be required weekly.

Skills

Guest service experience

Composure under pressure

Cash handling / POS

Excel (basic)

Tools

Microsoft Excel

Job description

Overview

Access Control Specialists primarily work inside where they will be communicating with the outside Ticket Checking team over radio and phone to resolve ticketing issues and create exceptional guest experiences while guests are preparing to load lifts and gain access to the slopes. Ideally, a guest would only have a valid ticket or pass on them before attempting to gain access to the Mountain, however this is not always the case. When a guest's ticket or pass does not work, the Ticket Checking team will engage the guest and relay information the Access control team. It is the goal of the Access Control team to determine why a guest is having a ticketing issue and coordinate a solution with the Ticket Checking team and guest. The customer service provided during and following access issues has a large impact overall guest experience at Big Sky Resort. As such, Access Control Specialists have the opportunity to be an integral part of the Mountain Services team and are essential in creating exceptional experiences for our guest. To be successful in this position you should be team player who is comfortable problem solving in a fast paced environment. You will be asked to maintain clear and professional communication, while under pressure, to resolve issues in a timely manner.

Responsibilities

• Responding to phone or radio calls pertaining to access issues in professional manner.
• Record, diagnose, and fix ticket or pass issues as they are brought to your attention.
• Monitor gate activity from inside and be proactive in fixing pass issues before they are called in.
• Running reports to look for potential pass errors that are not detected by the ticket checking team.
• Gain an in depth understanding of all lift access products valid at Big Sky Resort, how to sell/return products, and how lift access products function in the RTP sales platform.
• Gain knowledge of Big Sky Mountain Sports products, mountain terrain, area services, activities and events.
• Answer guest questions via phone calls or email in a professional manner.
• Must be familiar with daily snow and grooming report.
• A few hours of outdoor work may be required each week.
• Bringing tickets that require a reprint to the lift.
• Willingness and ability to be flexible in the workplace and be a team player.
• Maintain a fun, friendly, and professional attitude with all guests.

Qualifications

• Previous experience working directly with guests is necessary. While primarily a behind the scenes position the Access Control Specialist will have the opportunity learn from a variety of nuanced guest interactions some of which may challenging in nature.
• Ability to keep composure and professionalism during challenging interactions is a must.
• Previous employment at a resort, cash handling and point of sale experience is preferred.
• A novice level understanding of Microsoft Excel is required.

Benefits

• FREE All Mountain Ski Pass and eligibility for Free or Discounted Tickets to other Montana Mountains and Boyne Resort properties
• Discounted vouchers for skiing at Big Sky Resort for friends and family
• Discounted ski/snowboard rentals with a free employee lesson
• 25%-50% off F&B and Retail at all Boyne outlets
• Eligibility for affordable Team Member Housing
• Lodging discounts for friends and family
• Discounted Lone Mountain Ranch Cross Country Ski Trail Pass
• Wellness Day and Eligibility for PTO
• Monthly employee events