Guest Service Manager

Snow King Mountain Resort; Jackson (WY); On-site; USD 65,000 - 90,000; Full time

Job summary

Snow King Mountain Resort is seeking a Guest Services Manager in Jackson, WY, to lead a fast-paced guest services and ticketing operation. The role will train and supervise staff across ticketing, sales, online channels, and host programs, while ensuring top-tier guest satisfaction and efficient use of POS and reservation software.

You will work closely with multiple departments to optimize group sales, events, and Lodge Room bookings, managing refunds and guest communications.

Qualifications

• Experience in high volume guest/customer facing roles.
• Strong guest service and sales skills.
• Proven ability to manage staff and train employees.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with multiple departments.
• Strong organizational skills and multitasking ability.
• Wamiliarity with ticketing and reservations systems is a plus.

Responsibilities

• Supervise and train ticketing, sales, online sales, and host staff to ensure smooth operations.
• Oversee all ticketing offices and customer sales; resolve guest issues and conduct conflict resolution.
• Manage refunds processes and handle customer complaints as the point of contact.
• Assist Director of Sales with group sales, events, and lodging room bookings; ensure accurate billing in POS.
• Support Ski School Sales and Group Reservations.
• Oversee cash handling procedures and assist with ticketed events and donor requests.
• Aim to create an exceptional guest experience during every visit to Snow King Mountain.

Skills

Sales management

Guest service

Communication

Team collaboration

Organizational skills

Multitasking

Deadline oriented

Availability weekends

Education

High School Diploma

University degree preferred

Tools

Point of Sale Software

Job description

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:

• A positive attitude working with all types of people, and ability to handle challenging conversations in a friendly, professional manner.

• 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 issues and facilitate conflict resolution.

• Duties include answering phones, returning messages, telephone systems management and general email correspondence, including answering ticketing 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 point of sale systems to be invoiced by the payroll and accounting department

• Assist Ski School Sales.

• Assist Ski School with Group Reservations

• Manage all cash handling procedures

• Assist with all ticketed events including concerts, ski races, and special events

• Assist GM with Donation Requests

• Help us create the best guest experience possible on their visit to Snow King Mountain.

Qualifications:

• Positive attitude, enjoy working with people

• Past experience working in high volume guest/customer facing positions

• Sales management experience

• Strong guest service skills

• Point of Sale Software Experience

• High School Diploma, University Degree Preferred

• 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