Guest Services Specialist

Sugarloaf Mountain Corporation; Snoqualmie Pass (WA); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

401(k) discretionary match

Sick time accrual

Job summary

The Summit at Snoqualmie is seeking a Guest Services Specialist to greet guests, process sales and transactions, and resolve issues across phone, in-person, and digital channels.

Reporting to the Guest Services Manager, you will use RTP POS, Salesforce CRM, and remain flexible to work at different base areas while upholding safety and service standards for a premium mountain experience.

Qualifications

• Strong computer, keyboard, and mathematical skills.
• Ability to multitask in a fast-paced environment.
• Passion for delivering outstanding guest service.
• Effective conflict resolution and de-escalation skills.
• Strong verbal communication and professional phone etiquette.
• Ability to work independently and as part of a team.
• Must be 18 years of age or older.

Responsibilities

• Monitor and replenish ticket and pass pick-up boxes to ensure access.
• Maintain lost and found inventories and reunify guests with belongings.
• Perform general office and workspace organization to stay professional.
• Promote and adhere to safety protocols within the ski area.
• Issue tickets and passes purchased online to guests accurately.
• Sell season passes and tickets using the RTP POS system with accuracy.
• Handle guest emails, live chats, and phone calls via Salesforce CRM.
• Provide technical support for online purchases and guide guests step-by-step.
• Collaborate with the Ticket Scanning team to troubleshoot RFID access.
• Be flexible to work at different base areas as required.
• Perform other duties as assigned.

Skills

Multitasking

Customer service

Verbal communication

Conflict resolution

Teamwork

Independent work

Age 18+

Tools

POS / CRM familiarity

Job description

Overview

The Guest Services Specialist is a front-line representative for The Summit at Snoqualmie, responsible for delivering an exceptional guest experience across every point of contact — in person, by phone, and through digital channels. Reporting to the Guest Services Manager, this role owns the full arc of the guest interaction: greeting and orienting guests, processing sales and transactions through RTP, resolving issues across Salesforce CRM, and troubleshooting concerns on the spot. Success looks like a guest who leaves feeling heard, helped, and eager to return.

The Summit at Snoqualmie is proud to be part of the Boyne Resorts family of resorts. Boyne Resorts is the largest family owned, independent mountain resort company in North America, guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

Long Term Thinking

• Monitor and replenish ticket and pass pick-up boxes consistently to ensure uninterrupted guest access.
• Maintain lost and found inventories accurately,facilitatethe reunification of guests with their belongings, and manage the disposition of unclaimed items.
• Perform general office and workspaceorganizationtomaintaina clean, functional, and professional environment.
• Promote and adhere to safety protocols and guidelines within the ski area, contributing to a consistent standard of operational safety.

Excellence in Execution

• Issue tickets and passespurchasedonline to guests accurately and efficiently.
• Conduct season pass and ticket sales using the RTP Point of Sale system with a high degree of transaction accuracy.
• Efficiently handle guest emails, live chats, and phone calls using Salesforce CRM, ensuring all contacts are logged and resolved within standard.
• Offer technical support to guests navigating online purchases, walking through the process clearly and patiently.
• Collaborate with the Ticket Scanning team to troubleshoot RFID access issues quickly, minimizing lift access delays.
• Demonstrate flexibility by workingatdifferent base areas asrequired.
• Perform any other duties as assigned.

Attitude is Everything

• Maintain a professional appearance, demeanor, and enthusiasm that reflects Summit brand values across every interaction.
• De-escalate difficult guest situations independently,remainingcalm andsolutions-focusedto ensure a positive outcome.
• Contribute to creating a safe, convenient, and enjoyable outdoor experience for all guests through consistent positive engagement.

Develop Great People

• Work closely and collaborate with the Guest Services administrative team to support guest communications and share workload effectively.
• Communicate clearly across departments and locations to resolve guest issues that span more than one team.

Serve First

• Provide excellent guest support by answering general inquiries about the mountain, resolving product-related issues, and utilizing appropriate tools to enhance visits.
• Resolve guest concerns promptly by utilizing available tools and making informed, empathetic decisions — independently and without requiring escalation whenever possible.
• Greet and direct visitors and staff to the appropriate areas with warmth and clarity.
• Provide information about tickets, base areas, and season pass options;identifynatural upsell opportunities to serve the guest's full needs.

Qualifications

Required

• Strong computer, keyboard, and mathematical skills.
• Ability to multitask in a fast-paced and sometimes high-pressure environment.
• Passion for delivering outstanding guest service with a consistent, guest-first mindset.
• Effective conflict resolution and de-escalation skills.
• Strong verbal communication skills and professional phone etiquette.
• Ability to work both independently and as part of a team.
• Must be 18 years of age or older.

Preferred

• Prior customer service experience, both in-person and by phone.
• Familiarity with point-of-sale or CRM systems.
• Fluency in any language other than English is a plus.

Wage and Benefit Info:

The wage range for this positions is: $21.50 - $23.00/DOE

This is a non-benefited role.

All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).

All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.