Lead Guest Services Agent - Giants Ridge

guestservices; Biwabik (MN); On-site; USD 21,000 - 30,000; Full time

Job summary

Giants Ridge, managed by Guest Services, is seeking a Lead Guest Services Agent to guide a team and support daily operations at the resort. You will assist with lift tickets, rentals, season passes, and lesson reservations while delivering exceptional guest service.

This full-time role offers leadership responsibilities, a focus on guest satisfaction, and coverage during peak winter periods with a typical 40-hour work week.

Qualifications

• Passionate about guest service and the hospitality/recreation industry.
• Strong customer service skills, actively look for ways to assist customers and coworkers.
• Proficient in Microsoft applications and POS software.
• Possesses strong organizational, leadership, and teamwork skills.
• At least 2 years' experience in the product sales/hospitality industry.
• Associate degree or higher preferred.
• Strong cash handling experience.

Responsibilities

• Provides day-to-day support and guidance to Guest Services Agents and assists with operational issues as they arise.
• Serves as a knowledgeable resource for staffing regarding lift tickets, rentals, season passes, lesson reservations, and company policies and procedures.
• Assists in maintaining efficient guest service operations and workflow during daily business activities.
• Supports training Guest Services Agents.
• Provides leadership and direction to the Guest Services team in the absence of the Guest Services Manager.
• Responds to guest inquiries and assists in resolving guest concerns and complaints in a professional and timely manner.
• Handles high volumes of customer interactions while delivering exceptional service to internal and external guests.
• Performs sales transactions involving lift tickets, rentals, lessons, season passes, and other services.
• Assists with daily cash handling, reconciliation, sales reporting, and opening and/or closing procedures.
• M Maintains knowledge of all property services, programs, promotions, and activities to accurately assist guests.
• Assists with the operation and troubleshooting of reservation and point-of-sale systems.
• Ensures work areas remain clean, organized, and welcoming to guests.
• Maintains awareness of safety concerns, and reports issues promptly to management.
• Represents the company in a professional and positive manner when interacting with guests and employees.
• Perform other duties as directed.

Skills

Guest service excellence

Customer service

Microsoft applications

POS software

Leadership & teamwork

Cash handling

Education

Associate degree or higher preferred

Tools

POS system

Microsoft Office

Job description

Compensation Amount: 18.00 USD Hourly

Job Summary

Under the direction of the Guest Services Manager, the Lead Guest Services Agent serves as a senior member of the Guest Services team and provides support and guidance to Guest Services Agents during daily operations. This position assists with ticket sales, rentals, season passes, lesson reservations, and guest inquiries while helping resolve operational and customer service issues. The Guest Services Lead serves as a resource to team members and helps ensure a positive guest experience in the absence of the Guest Services Manager.

Job Description

• Provides day-to-day support and guidance to Guest Services Agents and assists with operational issues as they arise.
• Serves as a knowledgeable resource for staffing regarding lift tickets, rentals, season passes, lesson reservations, and company policies and procedures.
• Assists in maintaining efficient guest service operations and workflow during daily business activities.
• Supports training Guest Services Agents.
• Provides leadership and direction to the Guest Services team in the absence of the Guest Services Manager.
• Responds to guest inquiries and assists in resolving guest concerns and complaints in a professional and timely manner.
• Handles high volumes of customer interactions while delivering exceptional service to internal and external guests.
• Performs sales transactions involving lift tickets, rentals, lessons, season passes, and other services.
• Assists with daily cash handling, reconciliation, sales reporting, and opening and/or closing procedures.
• Maintains knowledge of all property services, programs, promotions, and activities to accurately assist guests.
• Assists with the operation and troubleshooting of reservation and point-of-sale systems.
• Ensures work areas remain clean, organized, and welcoming to guests.
• Maintains awareness of safety concerns, and reports issues promptly to management.
• Represents the company in a professional and positive manner when interacting with guests and employees.
• Perform other duties as directed.

Skills and Knowledge Requirements

• Passionate about guest service and the hospitality/recreation industry.
• Strong customer service skills, actively look for ways to assist customers and coworkers.
• Proficient in Microsoft applications and POS software.
• Possesses strong organizational, leadership, and teamwork skills.
• At least 2 years' experience in the product sales/hospitality industry.
• Associate degree or higher preferred.
• Strong cash handling experience.

Physical and Mental Requirements

• While performing the required duties of this job, the employee is regularly required to reach with arms and hands.
• The employee often is required to walk, stand, talk or hear, handle, feel or operate objects.
• Ability to stand for the entire workday.
• The employee will occasionally be required to sit, stoop, kneel, crouch, or crawl.
• Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. occasionally.
• Specific vision abilities include close, distance, color, and peripheral vision, and depth perception.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Consistently communicates and receives verbal communication with other employees.
• Physical presence at the job site is essential to perform job duties.
• Moderate exposure to extreme cold, heat, working outdoors, mechanical hazards and electrical hazards. Noise level is moderate.
• Work weekends, holidays, and extended hours during peak seasons.

Equipment Used

• Computer
• Point-of-sale system
• Typical office equipment (computer, fax, telephone, copier, scanner, etc.)

About the Position

Do you enjoy helping people, solving problems, and creating exceptional guest experiences? Giants Ridge, managed by Guest Services, is looking for a Lead Guest Services Agent to serve as a key resource for our Guest Services team while helping guests make the most of their mountain experience.

This position is ideal for someone with strong customer service skills, experience working with point-of-sale systems, and the confidence to provide leadership and support during busy daily operations. As a Lead Guest Services Agent, you'll help guests with lift tickets, rentals, lessons, season passes, and more while assisting team members and helping ensure smooth front-line operations.

Enjoy a full-time winter seasonal schedule and be part of an energetic team throughout the season. This position typically averages 40 hours per week and may include a mix of day, evening, weekend, and holiday shifts based on operational needs. Flexibility and reliability are essential to supporting an exceptional guest experience.

What We’re Looking For

Passion for guest service and creating memorable experiences.

Strong problem-solving skills and ability to rema