Ticketing & Guest Services Assistant Manager - Year Round

Jackson Hole Mountain Resorts; Teton Village (WY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free winter ski pass

Medical and Dental insurance

401(k) with company match

Paid Time Off (PTO)

Job summary

Jackson Hole Mountain Resort is seeking a full-time, year-round leader for the Ticketing & Guest Services department. You will oversee daily operations, manage a team, handle staffing and scheduling, and ensure accurate information flows to guests across channels.

The role requires strong guest service skills, supervisory experience, and a background in resort operations. The position includes coordinating with other departments, participating in hiring, and maintaining a high standard of guest

Qualifications

• Two years guest services or sales experience, preferably in resort operations.
• High School Diploma or GED required; college degree preferred for advancement.
• Must have strong leadership and excellent guest service skills.

Responsibilities

• Oversee daily operations of Ticketing & Guest Services, including phone lines, reservations, emails, chats, in-person assistance and outdoor ticketing gates.
• Assist with interviewing and hiring for Ticketing & Guest Services.
• Train and manage front line Ticketing & Guest Services employees.

Skills

Leadership

Guest service

IT skills

Microsoft Office

Interpersonal skills

Verbal & written communication

Sales techniques

Money management

Education

High School Diploma or GED

College degree in business or marketing or related field preferred

Tools

Microsoft Office Suite

Job description

#1214

Teton Village, Wyoming, United States

Jackson Hole Job Description

Jackson Hole Mountain Resort

JOB POSTING

Department: Ticketing & Guest Services

Classification: Year-Round, Full-Time

FLSA Status: Non-exempt

Position Overview

To provide the highest level of guest service and customer care to all JHMR guests both internal and external. To ensure the professional and profitability operations of the JHMR Ticketing and Guest Services operations, while ensuring smooth and efficient sales of all JHMR products.

Job Duties

• Oversee the daily operations of the Ticketing and Guest Services operational area including but not limited to answering multiple phone lines, taking reservations, checking and responding to voicemails, responding to emails and live chats, assisting guests in person, and working at the outdoor ticketing gates.
• Assist with interviewing and hiring for Ticketing & Guest Services department.
• Train and manage front line Ticketing & Guest Services employees
• Coordinate staffing for operational area. Manage fluctuations in staffing levels to balance payroll budget with weekly business volume projections. Create schedules, and adjust staffing based on daily circumstances. Create schedules that align with volume projections and operational budget.
• Designate daily work assignment to employees.
• Oversee daily communication flow, including daily staff meetings, special information and JHMR communications.
• Collaborate with other JHMR departments to ensure consistent, accurate information for guests.
• Assist staff in dealing with customers and difficult/irregular situations by using all available resources to solve guest problems and issues at the first point of contact.
• Responsible for managing a safe, quality work environment and maintaining equipment in good working order.
• Oversee refunding of tickets due to illness, injury, etc.
• Constant communication with all Ticketing & Guest Services locations to coordinate staffing, operations and ensuring correct information is reaching the guests.
• When necessary, provide disciplinary actions to staff not meeting expectations. Regular communication with Ticketing and Mountain Access Manager as well as Human Resources when dealing with disciplinary actions to staff.
• Work as a Ticket Agent as needed.
• Maintain contact with Marketing to keep all information correct and current.

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

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

• Valid driver’s license.
• Strong work ethic, leadership, and Guest Service skills.
• Strong information technology skills and ability to use and learn different software.
• Proficiency with Microsoft Office Suite.
• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Knowledge of sales techniques and money management.
• Ability to stay calm under pressure.
• Ability to adapt to changing situations.
• Self-motivated and have the desire to excel.
• Ability to drive a motor vehicle in varying weather conditions.
• High School Diploma or GED equivalent required.
• Two years guest services or sales experience, preferably in resort operations required.
• College Degree in business, marketing or related field preferred.
• Two years of management experience in guest services or sales, preferably in Ski Resort operations preferred.
• Free winter ski pass and summer activities pass for the employee and their spouse and qualifying dependent children.
• Medical and Dental insurance
• 401(k) and company match
• Paid Time Off (PTO) and Sick Pay
• Spending and Flexible Savings Accounts (HSA/FSA)
• Free Life and AD&D insurance
• Free Life insurance for employee’s spouse and dependent children
• Discounts at JHMR Food & Beverage outlets
• Discounts at JHMR Retail/Rental/Repair locations
• Pro deals on gear and apparel through ExpertVoice, Outdoor Prolink, and JHMR partners
• Discounted Daycare and Kid’s Ranch
• Free START Buss pass and 100% reimbursement for START Bus Commuter pass to Teton Valley, ID and Star Valley, WY.

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.

AAP/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

Year-Round

Position Type

Full-time

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