Guest Services Supervisor

Mountain Capital Partners; Flagstaff (AZ); On-site; USD 21,000 - 30,000; Part time

Job summary

Mountain Capital Partners is seeking a Seasonal Guest Services Supervisor at Arizona Snowbowl in Flagstaff, AZ to lead the on-site Guest Services team and oversee daily operations, ensuring a welcoming guest experience.

You will coordinate schedules, train staff, handle escalations, monitor queues, cash handling, and collaborate with Ski Patrol, Rentals, Parking and Mountain Operations to keep guests moving smoothly.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Time management

Flexibility

Education

HS Diploma or equivalent

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