RGXC Guest Services Supervisor

Sugar Bowl; California; Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

401k plan

Paid sick time

EAP

Professional development

Free employee ski passes

Free dependents passes

Food discount

Free group lessons

Lift ticket discounts

Hotel discounts

Ski reciprocal program

Job summary

Sugar Bowl's Royal Gorge Cross Country in Soda Springs, CA, seeks a Guest Services Supervisor to lead ticketing and retail guest interactions this winter season.

You will oversee staff, ensure exemplary service, and work at point of sale with day tickets, season passes, and ski school products. Availability weekends/holidays and background check required.

Qualifications

• Excellent communication with a warm, professional demeanor.
• Experience leading small, high-performing teams.
• Strong guest-service orientation and problem-solving.
• Fluent in English; able to interact with guests and colleagues.
• Familiarity with CRM systems such as RTP or InfoGenesis.
• Must be available weekends and holidays December–March.
• Must be able to pass a background check.

Responsibilities

• Maintain knowledge of all products including tickets, rentals, lessons, and retail.
• Supervise Guest Services staff including scheduling, training, and recruitment.
• Sell and process resort products through ticketing and POS systems.
• Maintain staffing levels to meet objectives and labor budget.
• Manage inventory of retail goods and POS supplies.
• Greet guests and provide assistance at service locations.
• Support rental operations including boot fitting and basic ski teching.
• Lead guest communications via in-person, phone, email, or other channels.
• Manage lost-and-found items.
• Resolve guest questions in a courteous, patient manner.
• Maintain a clean, organized work environment.
• Cross-train and assist in other departments as needed.
• Assist with snow removal and other duties as needed.

Skills

Excellent communication

Team leadership

Guest service mindset

English fluency

CRM systems knowledge

Availability weekends/holidays

Background check clearance

Tools

InfoGenesis

RTP

Job description

This position is located at Royal Gorge Cross Country (RGXC), Sugar Bowl's Nordic ski resort. RGXC is located 10 minutes west of Sugar Bowl in Soda Springs, CA. With over 100 miles of Cross-Country ski trails, RGXC is the premier Nordic ski destination in the Tahoe region.

Royal Gorge Cross Country, Sugar Bowl’s Nordic ski area, is seeking an enthusiastic and organized Guest Services Supervisor for the upcoming winter season! This dynamic, on-the-ground leadership role is responsible for all guest-facing operations in our ticketing and retail departments on a day-to-day basis. You will be the backbone of our ticketing and retail operations – managing our guest services associates, ensuring our guest interactions are exemplary, and working directly with guests at the point of sale, focusing on day ticket, season pass, and ski school products. This position requires availability on weekends and holidays and is a key part of the first impression Royal Gorge makes on every guest.

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to “sunny California” since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts alike.

Who You Are

• Excellent communication skills with a warm and professional demeanor
• Passion for delivering exceptional guest service.
• Experience leading small, high-performing teams.
• Open to learning new skills and supporting other departments as needed — a versatile, team-first mindset
• Ability to learn our product lineup, current pricing, and be the knowledge expert for our guest-facing team
• Experienced with RTP, InfoGenesis or similar CRM
• Basic knowledge of Nordic/Cross Country skiing or the desire to learn
• A strong work ethic and ability to handle multiple tasks at once
• Must be fluent in English
• Must be able to pass a background check
• Full-time availability from December – March including all weekends and holidays

What You’ll do

• Maintain a thorough knowledge of all products, including tickets, rentals, lessons, resort services, pricing, ski team, clinics, events, and retail.
• Act as the knowledge-level expert for all products and services.
• Supervise our Guest Services staff including scheduling, timekeeping, training, and recruitment
• Accurately sell and process resort products through the ticketing and point-of-sale system.
• Maintain proper staffing levels to meet business objectives and labor budget goals
• Maintain inventory of all retail goods and POS supplies,
• Welcome guests and provide assistance at indoor and outdoor guest service locations.
• Support rental operations, including boot fitting, equipment setup, and basic ski teching.
• Lead guest communications efforts by responding to questions in person, by phone, email, or other communication channels.
• Manage lost-and-found items, including documenting, organizing, storing, and helping reunite guests with lost belongings.
• Resolve guest questions and concerns in a courteous, patient, and solutions-focused manner.
• Maintain a clean, organized, and professional work environment.
• Build positive and cooperative working relationships with team members and other resort departments.
• Assist with occasional snow removal, shoveling, and other operational duties as needed.
• Cross-train and lend a hand in other departments as needed, including Cafe, rental shop, and snow removal.
• Take advantage of opportunities to learn new skills across the resort, supporting a well-rounded, team-first approach to the guest experience.
• Perform additional duties as directed by the Supervisor or Manager.

Physical Requirements

• Comfortable standing, moving, bending, and kneeling for extended periods during a full shift
• Capable of lifting and carrying ski and snowboard equipment weighing up to 50 pounds
• Able to work in a fast-paced indoor environment with high guest volume during peak periods
• Comfortable performing repetitive tasks such as boot fitting, binding adjustments, and equipment handling throughout the shift
• Willing and able to assist with light cleaning and shop maintenance duties as needed

Winter Benefits

• Employer sponsored 401k plan after 1,000 worked hours and one (1) year of service
• Paid sick time
• Employee Assistance Program (EAP)
• Professional development opportunities
• Free ski and tubing passes for employees
• Free ski passes for dependents
• 50% off food at our restaurants
• Free group ski and snowboard lessons for employees
• Employee discounted lift tickets for family and friends
• Lift ticket discounts at multiple resorts including 24 Mountain Collective destinations
• Hotel discounts
• Employee ski reciprocal programs