Rikert Guest Experience and Product Lead

Middlebury Snowbowl; Middlebury, Northern (VT, KY); Hybrid; USD 3,637,000 - 5,180,000; Full time

Job summary

Middlebury College is seeking a seasonal, full-time position at Rikert Outdoor Center to oversee ski-related operations and guest experiences. Responsibilities include managing ticketing, retail staff, Snow School, and RFID/POS systems, while coordinating training and ensuring service quality.

Strong customer service, communication, and prior supervisory experience are preferred. The role involves weekend/holiday work during peak season and requires a background check.

Qualifications

• High school diploma or equivalent required.
• Experience in guest services or retail is a plus.
• Prior lead or supervisory experience preferred.
• Criminal Background Check required.
• Comfort working in winter conditions and outdoors.

Responsibilities

• Coordinates and manages in-season Rikert operations; guest services, retail operations, and system maintenance.
• Manages ticketing, retail staff, Snow School; scheduling and training.
• Organizes training and maintenance of RFID & POS systems for Rikert employees and guests.
• Manages advance reservations and walk-up guest experiences and their product lifecycle.
• Conducts daily cash-up process.
• Focuses on customer satisfaction, efficiency, employee training and operational consistency with policies.
• Acts as primary contact for guest feedback and inquiries; resolves issues quickly.
• Assists Manager in cross-functional collaboration with ticketing, retail, passes, rentals, events, and snow school.
• Collaborates with Rikert Manager, Trail and Surface Operations Lead and Snow Bowl Product and Guest Experience manager.

Skills

Customer service

Communication

Team leadership

Winter operations

Education

High school diploma or equivalent

College degree preferred

Tools

POS systems

RFID

Job description

Manages the development, life cycle and success of ski-related products such as season passes, tickets, snow school, rental/retail services, digital platforms and events. Plays a pivotal role is delivering exceptional guest experiences across all services areas at the Rikert Outdoor Center.

The minimum starting rate for the position is $25.20 per hour. This is a full-time, seasonal (non benefited) position that will work 40 hours per week during peak season at Rikert. Expected months of work will be September through March.

Core Responsibilities:

• Coordinates and managesspecific areasof inseasonRikertoperations;guest services, retail operations, and systemmaintenancestaff.

• Manages ticketing, retailstaff, Snow School; scheduling and training.

• Organizes training and maintenance of RFID & POS system for Rikert employees and guests in all areas,understanding software development and user experience.

• Manages advance reservations and walk-up guest experiences and their product lifecycle.

• Conducts daily cash up process.

• Focuseson customer satisfaction, efficiency, employee training andoperationalconsistency with policies and procedures. Acts as the primary point of contact for guest feedback and inquiries.Resolvesissues professionally and quickly.

• AssistsManager in cross functional collaboration with ticketing,retail,passes, rentals, events, and snow school.

• Collaborates with teammates including but not limited to; Rikert Manager,Trail and Surface Operations Lead andSnow Bowl Product and Guest Experience manager.

• Experience setting up and utilizing POS systems.

• Strong technical skills including shop / service of Nordic Ski Equipment

• Exceptional customer service skills and thrives in a fast paced team oriented enviroment.

• Prior lead or supervisory experience preferred.

• Positive attitude required with excellent communication skills.

• Passion for Nordic skiing.

• High school diploma or equivalent is required / college degree preferred.
• Criminal Background Check.

Physical Demands & Working Conditions:

Indoor/outdoor environment and must be comfortable working in winter conditions and standing for long periods of time. Computer work and customer facing. Occasional heavy lifting. Ability to and willingness to work weekends and holidays during peak season.

As an employee of Middlebury College, you will enjoy being part of a vibrant supportive community.

Middlebury College is an equal-opportunity employer where diversity, equity, and inclusion are core values. To this end, the College recruits talented and diverse faculty, staff, and students from across the United States and around the world. Middlebury College encourages applications from women, people of color, people with disabilities, and members of other protected classes and historically underrepresented communities. The College also invites applications from individuals who demonstrate an ongoing commitment to advancing diversity, equity, and inclusion in the workplace.