Ski Resort Guest Experience & 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

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.