Guest Services Supervisor

Mountain-Capital-Partners; Flagstaff (AZ); On-site; USD 19,000 - 30,000; Part time

Job summary

Mountain-Capital-Partners is seeking a Seasonal Guest Services Lead at Arizona Snowbowl in Flagstaff, AZ. The role centers on supervising the Guest Services team, handling guest concerns, and ensuring smooth daily operations during peak periods.

The ideal candidate has prior guest services experience, strong communication skills, and a commitment to exceptional guest experiences while supporting safety policies and collaboration with mountain operations.

Qualifications

• Must be 18 years or older and have a HS Diploma or equivalent.
• Previous Guest Service experience is required.
• Strong verbal and written communication skills are essential.
• Exceptional customer service with a focus on guest experiences.
• Ability to multitask and manage time in a fast-paced setting.
• Willingness to work weekends, holidays, and peak periods.

Responsibilities

• Supervise daily Guest Services team activities and schedule staff.
• Escalate and resolve guest concerns promptly and professionally.
• Train and mentor new and returning staff on procedures and systems.
• Monitor queues and adjust staffing to minimize wait times.
• Ensure accurate cash handling and end-of-shift reconciliation.
• Collaborate with Ski Patrol, Ticketing, Rentals, Parking, and Mountain Operations.
• Enforce safety, lift access, and guest conduct policies.
• Assist with interviews and onboarding for seasonal staff.
• Maintain a clean, welcoming guest services area and lost-and-found.
• Complete incident reports and communicate issues to management.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Time management

Weekend/holiday flexibility

Education

HS Diploma or equivalent

Tools

Google Workspace

POS software

Ticketing software

Job description

Job Location: Arizona Snowbowl - FLAGSTAFF, AZ 86002

Position Type: Seasonal

Essential Functions

• Supervise and coordinate daily activities of the Guest Services team, including scheduling, task assignments, and break coverage during operating hours.
• Serve as the primary point of escalation for guest concerns, complaints, and unique situations, resolving issues promptly and professionally.
• Train, coach, and mentor new and returning guest services staff on procedures, systems, and service standards.
• Monitor lift ticket, season pass, and rental queue lines, adjusting staffing and workflows to minimize wait times during peak periods.
• Ensure accurate cash handling, point-of-sale transactions, and end-of-shift reconciliation across guest-facing stations.
• Partner with Ski Patrol, Ticketing, Rentals, Parking, and Mountain Operations teams to communicate operational updates and guest flow issues in real time.
• Uphold and enforce resort policies related to safety, lift access, and guest conduct.
• Support hiring efforts by participating in interviews and onboarding for seasonal guest services staff.
• Maintain a clean, organized, and welcoming guest services area, including signage, wayfinding, and lost-and-found procedures.
• Complete incident reports and communicate significant guest or operational issues to management in a timely manner.
• Perform frontline guest services duties as needed, especially during high-volume periods (holidays, weekends, storm days).
• Support other departments and special projects as assigned by the Guest Services Manager.
• Adhere to all safety, cash handling, and department policies and procedures.

Experience Requirements

• 18 years of age or older
• HS Diploma or equivalent
• Previous Guest Service experience
• Strong verbal and written communication skills
• Exceptional customer service skills with a focus on creating positive guest experiences
• Ability to multitask and manage time effectively in a fast-paced environment
• Flexibility to work weekends, holidays, and peak business periods

Preferred Qualifications

• Proficiency in Google Workspace (Gmail, Google Drive, Google Docs, Google Sheets, Google Calendar)
• Comfortable using point-of-sale (POS) and ticketing/reservation software specific to ski resorts
• Previous experience in a guest services or customer-facing role

Physical Requirements

• Comfortable working at elevations of 9,500 feet
• Able to move and carry at least 30 pounds.
• Cleaning / Maintaining lodge and department areas such as windows, picking up trash, ect.
• Standing for extended periods of time
• Comfortable working outdoors in cold, snowy, and variable weather conditions for extended periods