Command Center & Loss Prevention Supervisor

CoolWorks P.O. Box 383, Morrison, CO; Snowmass Village (CO); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Paid Leave

Employee Ski Pass

Dependent Ski Pass

Other company perks

Job summary

CoolWorks seeks a seasonal full-time Supervisor for the Mountain Sales & Schools command center to safeguard revenue and system integrity across mountains. You will monitor real-time gate activity, investigate irregular scans, and coordinate with Lift Operations, IT, and frontline teams to resolve access issues.

The role leads and coaches staff, serves as the incident intake hub, and reports to the Mountain Sales Director of Operations with dual reporting to the Senior Manager of Sales &

Qualifications

• High school diploma or equivalent required; bachelor’s degree in business, hospitality, or related field preferred
• Minimum of three years of professional experience required; mountain operations, sales, or related ski industry experience preferred
• Minimum of one year of experience in a supervisory or lead role preferred
• Minimum of one year experience using RTP, gate systems, or access systems required

Responsibilities

• Provide supervision and support to agents to ensure exceptional guest service and goals
• Model exemplary customer service standards for a guest-focused culture
• Manage employee workflow and create team schedules for coverage and sales opportunities
• Develop and maintain reporting processes, dashboards, and documentation for visibility and risk mitigation
• Gain working knowledge of Mountain Sales systems including access gates, kiosks, reservations, and training tools

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Education

High school diploma or equivalent

Bachelor’s degree preferred in business or hospitality

Tools

RTP software

POS systems

Job description

TheCommand Center & Loss PreventionSupervisorpartners with theMountain Sales & Schools management teamto safeguardrevenue and system integrity acrossMountain Salesoperations. This rolemonitorsreal-time gate scan activity, investigates irregular scan behavior and potential pass fraud, and coordinates with Lift Operations, IT, and frontline teams to resolve access issues. The Supervisor supports andcoaches’staffwhile serving as thecentral pointof contact for incident intake, escalation, and reporting. This position reports to theMountain Sales Director of Operations with dual reporting to the Senior Manager of Sales & Reservations.

• The budgeted salary range for this position is$60,416 - $70,416. Actual pay will be dependent on budget and experience, all our salaried roles are eligible for bonus.

• Applications for this position will be considered on a rolling basis.

Essential Job Functions / Key Job Responsibilities

• Provide supervision and support to agents within the Mountain Sales & Schools team to ensure consistent delivery of exceptional guest service and achievement of goals

• Model and uphold exemplary customer service standards to foster a guest-focused and sales-driven team culture

• Manage employee workflow and create effective team schedules that optimize guest service coverage and sales opportunities

• Develop and maintain reporting processes, dashboards, and documentation to support operational visibility and risk mitigation

• Gain working knowledge of all Mountain Sales systems including access gates, self-service kiosks, reservation platforms, and training tools to support seamless guest transactions and sales flow

• Monitor real-time gate scan data across all mountains to identify irregular activity, system errors, and potential misuse; elevate and resolve issues in coordination with Mountain Sales & Schools, Lift Operations, IT

• Conduct investigations into potential fraud, unauthorized pass use, and irregular scan behavior, documenting findings and presenting to leadership

• Analyze team performance metrics to identify sales trends and guest feedback, providing actionable insights to management and training teams

• Address and resolve guest issues promptly and professionally while communicating outcomes to relevant parties to ensure guest loyalty and retention

• Develop strong working relationships with key personnel to enhance interdepartmental communication and collaboration that benefits guest experience and operational success

• Demonstrate flexibility to work across multiple locations as business needs require to maintain consistent guest service and sales support

• Other duties as assigned

Education & Experience Requirements

• High school diploma or equivalent required; bachelor’s degree in business, hospitality, or related field preferred

• Minimum of three years of professional experience required; mountain operations, sales, or related ski industry experience preferred

• Minimum of one year of experience in a supervisory or lead role preferred

• Minimum of one year experience using RTP, gate systems, or access systems required

Knowledge, Skills & Abilities

• Strong computer proficiency including typing skills and ability to navigate multiple computer systems required to support efficient monitoring and investigation

• Familiarity with Resort Technology Partners (RTP) software a plus for smooth ticketing operations and investigation

• Money handling experience with US currency required ensuring accuracy and trust in guest transactions required

• Basic understanding of point-of-sale (POS) systems required to facilitate quick and accurate processing

• Strong written and verbal communication skills required to engage guests effectively and collaborate with team members

• Attention to detail and problem-solving skills required to resolve guest issues promptly and maintain sales accuracy

• Familiarity with loss prevention, auditing, fraud detection, or investigative processes a plus to support proactive identification and resolution of irregular activity

• Ability to multitask and manage time effectively in a fast-paced environment to sustain excellent guest service and sales flow

• Ability to work collaboratively as part of a team required to deliver consistent guest experiences and meet sales goals

• Ability to handle guest inquiries and resolve issues with professionalism and tact preferred to ensure guest satisfaction and loyalty

• Flexibility and adaptability to changing operational needs and guest demands preferred to maintain seamless sales and service delivery

Work Environment & Physical Demands

• Ability to be on your feet, kneel and bend for extended periods of time

• Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces

• Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance

This position is classified as a seasonal full-time position eligible for the following benefits:

• Enrollment dates differ across the various programs.

• Paid Time Off Programs

• Paid Leave Programs

• Employee Ski Pass and Dependent Ski Passes

• Other company perks