Guest Services Lead — Elevate Guest Experience

Boyne Resorts; Snoqualmie Pass (WA); On-site; USD 37,000 - 41,000; Full time

Job summary

Boyne Resorts is seeking a Guest Services Supervisor at The Summit at Snoqualmie to lead frontline teams across base areas. You will own shift staffing, coach staff, and handle elevated guest issues to ensure service aligns with brand standards.

Join a high-volume resort environment focused on guest satisfaction, teamwork, and proactive problem solving, with opportunities to mentor and develop staff while maintaining service excellence.

Qualifications

• Must have proven leadership or supervisory experience in guest-facing or customer service roles.
• Strong organizational and decision-making abilities in high-pressure environments.
• Excellent verbal and written communication skills.
• High proficiency with computers, CRM systems, and POS platforms.
• Experience handling escalated guest concerns with professionalism and tact.
• Detail-oriented with excellent time management and multitasking skills.
• Must be 18 years of age or older.

Responsibilities

• Ensure guest-facing areas are welcoming, clean, and reflect Summit brand standards.
• Communicate regularly with the Senior Manager regarding team performance and guest trends.
• Collaborate with other departments to align guest messaging and service expectations.
• Uphold and enforce all safety protocols and workplace procedures.
• Perform general administrative duties including reporting and file management.
• Manage daily staffing, breaks, and workflow coverage to meet service standards.
• Oversee proper use and maintenance of the RTP POS system and guest ticket/pass systems.
• Conduct spot checks to ensure accuracy in ticket/pass issuance and lost and found operations.
• Assist with scheduling, timekeeping, and performance feedback with the Senior Manager.
• Provide hands-on support during peak hours across base areas.
• Lead and develop Guest Services Specialists and Leads.

Skills

Leadership experience

Organizational skills

Communication skills

CRM/ computer proficiency

Handling escalated guest concerns

Time management

18+ age requirement

Education

College coursework or leadership training

Tools

Salesforce Service Cloud

RTP Point of Sale

Job description

Boyne Resorts is seeking a Guest Services Supervisor at The Summit at Snoqualmie to lead frontline teams across base areas. You will own shift staffing, coach staff, and handle elevated guest issues to ensure service aligns with brand standards.

Join a high-volume resort environment focused on guest satisfaction, teamwork, and proactive problem solving, with opportunities to mentor and develop staff while maintaining service excellence.