Guest Services Manager

CoolWorks.com - Jobs in Great Places; Jackson (WY); On-site; USD 50,000 - 70,000; Full time

Job summary

Snow King Mountain Resort in Jackson, Wyoming seeks a Guest Services Manager to lead the guest services and ticketing program, driving a positive guest experience and smooth sales operations.

You will train and supervise ticketing staff, manage POS systems, and coordinate with multiple departments to deliver top-notch service during peak seasons and events.

Qualifications

• High School Diploma or University degree preferred.
• Experience in high-volume guest/customer facing roles is required.
• Sales management experience is preferred.

Responsibilities

• Manage ticketing, guest services, sales, online sales, and related programs.
• Train and supervise staff in ticketing, guest services, and related areas.
• Oversee point of sale, waiver, reservation, and ticketing software operations.
• Handle customer complaints and resolve issues professionally.
• Collaborate with other departments (Accounting, HR, IT, etc.).
• Ensure cash handling procedures and billing accuracy.

Skills

Positive attitude

High volume customer facing

Sales management

Guest service excellence

POS software experience

Effective communication

Team collaboration

Organization & multitasking

Deadline orientation

Availability weekends/holidays

Education

High School Diploma

University Degree Preferred

Tools

POS Software

Job description

Description

Snow 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 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