Guest Service Manager

Snow King Mountain Resort Llc; Wyoming (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Snow King Mountain Resort Llc in Jackson Hole, Wyoming, seeks a Guest Services Manager to develop a robust ticketing and guest services program. You will train and supervise staff across guest services, ticketing, and host programs while ensuring excellent customer experiences.

The role requires handling refunds, resolving guest issues, and supporting group sales and events. Strong POS knowledge and teamwork are essential for success in a fast-paced environment.

Qualifications

• Experience in high-volume guest/customer-facing roles.
• Strong sales and guest service skills.
• Proven ability to train and supervise staff.

Responsibilities

• Develop and oversee a strong ticketing and guest services program.
• Train and supervise staff related to guest services, ticketing, sales, and host programs.
• Handle refunds, complaints, and guest issues with resolution.
• Coordinate group sales, lodge room bookings, and accurate billing in POS systems.
• Assist with all ticketed events and donations requests.

Skills

Sales management

Guest service

POS software

Communication

Team collaboration

Multitasking

Organizational skills

Weekend availability

Education

High School Diploma

University degree preferred

Tools

POS software

Ticketing/Reservation software

Job description

Job Type: Full Time-year roundSalary: TBD Based On ExperienceHealth benefits and Paid time Off includedDescriptionSnow King Mountain Resort is the iconic Mountain Resort located in the heart of beautiful Jackson Hole, Wyoming. As a dual seasonal facility, it is home to many summer and winter family friendly attractions. The Snow King Team is looking for people with a love for the outdoors, a desire to learn, and a commitment to excellent service.Job DescriptionThe 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 departmentAssist Ski School Sales.Assist Ski School with Group ReservationsManage all cash handling proceduresAssist with all ticketed events including concerts, ski races, and special eventsAssist GM with Donation RequestsHelp us create the best guest experience possible on their visit to Snow King Mountain.Qualifications:Positive attitude, enjoy working with peoplePast experience working in high volume guest/customer facing positionsSales management experienceStrong guest service skillsPoint of Sale Software ExperienceHigh School Diploma, University Degree PreferredEffective verbal and written communication skillsCollaborative skills and ability to work well within a team environmentStrong organizational skills and ability to multitask and prioritizeAbility to work in a fast-paced and deadline-oriented environmentDesire to succeed and grow within the companySelf-motivated and goal oriented with the ability to meet productivity objectivesAble to work weekends and holidays as needed