Guest Services Supervisor - Winter Seasonal

Jackson Hole Mountain Resorts; Teton Village (WY); Sur place; USD 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Free ski pass

Two-hour ski breaks

F&B discounts

Retail Discounts

Wellness discounts

Pro-deals

Résumé du poste

Jackson Hole Mountain Resort seeks a Guest Services Supervisor for the Winter Seasonal period in Teton Village, WY. This role reports to the Ticketing and Mountain Access Manager and oversees indoor ticketing agents and outdoor gate staff to ensure efficient sales, superior guest service, and smooth RFID gate operations.

The position requires strong service orientation, supervisory experience, and a solid understanding of ticketing products, with duties spanning training, cash handling, and

Qualifications

• Strong guest service skills and guest satisfaction focus.
• Excellent interpersonal and team-building abilities.
• Self-motivation and drive to excel in a fast-paced resort environment.
• Cash handling and basic accounting knowledge preferred.
• Strong verbal and written communication skills.
• Knowledge of ticket office products and procedures.
• Ability to handle high-pressure and seasonal workloads.
• High school diploma or GED required.
• Two years of college education or equivalent experience preferred.
• Two+ years of supervisory or management experience preferred.
• Previous ski industry experience preferred.
• Good understanding of Jackson Hole Mountain Resort and local area.

Responsabilités

• Ensure accurate and efficient sales of Ticketing products.
• Provide superior guest service to all guests.
• Oversee RFID gate access operations.
• Enforce department policies and procedures.
• Perform opening/closing procedures and audit daily sales.
• Assist managers with cash handling and balancing.
• Lead morning meetings and coordinate with divisions.
• Resolve customer complaints for indoor and outdoor staff.
• Manage main change bank and daily cash distribution.
• Oversee Hot Seat operations and ticket information.
• Coordinate with Security, Lift Operations, and Sales to ensure smooth gate traffic.
• Assist with staff training and performance reviews.
• Update training materials and participate in Ticketing training.
• Perform duties of Ticketing Sales Agents and Coordinators.
• Support training of new staff and adjust staffing as needed.
• Maintain product knowledge, sales, accounting and auditing.
• Ensure consistency in policy & procedure with management.

Connaissances

Guest service

Interpersonal skills

Self-motivation

Cash handling

Verbal communication

Written communication

Product knowledge

Pressure management

Team leadership

Supervisory experience

Formation

High school diploma or GED

Two years of college education

On-the-job experience

Outils

RFID ticketing system

POS systems

Description du poste

Guest Services Supervisor - Winter Seasonal

#1215

Teton Village, Wyoming, United States

Jackson Hole Job Description

Jackson Hole Mountain Resort

JOB POSTING

Reports To: Ticketing and Mountain Access Manager

Department: Ticketing and Mountain Access

Classification: Winter Seasonal, Full-Time

FLSA Status: Non-exempt

Position Overview

To ensure the professional and profitable operations of all JHMR ticket sales outlets through efficient operations and adequate staff management of both indoor ticket agents and outdoor gate access attendants, with the ultimate goal of providing superior guest service to all JHMR guests.

Job Duties

• Ensure accurate and efficient sales of all Ticketing products, including daily and multi-day, season passes, wholesale, lodge, merchant passes, and special ticket sales.
• Provide the highest level of guest service to all JHMR guests, both internal and external.
• Oversee the daily operations of RFID gate access points for effectiveness and compliance with company policies.
• Ensure proper policies and procedures are followed throughout all aspects of the department including, Ticket Office, Gate Access, Hot Seat, and other areas as determined by the Ticketing and Gate Access Manager.
• Perform opening and closing procedures of all the department’s outlet including auditing daily sales reports.
• Assist managers in balancing drawers as necessary.
• Participate in and lead morning meetings, maintaining communication with other divisions of Ticketing Services operation.
• Assists Staff and Coordinators in dealing with difficult or irregular situations. Resolve customer complaints for both indoor and outdoor staff.
• Responsible for the main change bank and all banks distributed to the ticket sales locations for initial start-up and daily change.
• Oversee Hot Seat operations and proper policies are being followed as far as guest access and ticket information.
• Work with Security, Lift Operations, Sales, and any other department as necessary to ensure gate traffic is smooth and without complications.
• Assist in communication flow to and from sales staff regarding special Ticketing information and JHMR communications.
• Assist with supervision of ticketing agent staff including informal evaluations during the season and official end of season performance appraisals along with Assistant Managers and Ticketing and Mountain Access Manager.
• Update training manuals and materials. Assist with conducting Ticketing and Gate Access training.
• Perform the functions of Ticketing Sales Agents and Coordinators.
• Work with managers to train new staff.
• Work with management team to monitor sales volume and adjust staffing accordingly to allow equitable breaks.
• Understand with confidence a wide range of product knowledge, sales, accounting and auditing
• Works closely with Ticketing and Gate Access Manager to ensure consistency in policy & procedure

-- Employees are held accountable for all duties of this job—

Are you the right fit? Below are some traits an exemplary candidate possesses:

• Strong ability to provide superior guest service
• Strong interpersonal and team building skills
• Self motivation and desire to excel
• Cash handling skills required, with a knowledge of general accounting and bookkeeping principles preferred.
• Strong verbal and written communication skills
• Knowledge of ticket office products and procedures
• Ability to handle high pressure and stressful situations
• High school degree or GED required.
• Experience in a guest service role required.
• Minimum two years of college education or equivalent on-the-job experience preferred.
• At least two years business and supervisory experience preferred.
• Previous ski industry specific experience preferred.
• Strong understanding of JHMR and the local area preferred.
• Office and outside environment. Work will occur in both indoor office environment and outdoors in extreme winter and summer weather conditions and temperatures.
• This job operates in both an indoor and outdoor setting. The indoor setting is primarily a ticket office setting, that uses computers and phones daily. The office is guest facing, with some back office work required. Outdoor work is required to oversee outdoor ticketing system, which will cause exposure to extreme temperatures and varying weather conditions.
• Weekend and holiday work may be required.
• Free JHMR ski pass
• Up to two-hour ski breaks.
• Work with a great team!
• Discounts at all JHMR Food & Beverage locations
• Discounts at all JHMR Retail & Rental locations
• Health and wellness discounts.
• Pro-deals through Expert Voice, Outdoor Prolink, POC, and more!

Note:This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

AA/EEO STATEMENT

Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.

Area of Interest

Guest Experience

Regular or Seasonal

Winter-Seasonal

Position Type

Full-time