Guest Services & Ticketing Supervisor at Sundance Mountain Resort

Job Title: Guest Services & Ticketing Supervisor

Department: Activity Center

Reports To: Guest Services & Ticketing Manager

Rate of Pay: $23/Hour

Job Type: Full-Time Year-Round

Shifts: Variable shifts; 8am-4pm, 8am-5pm, 10am-6pm, 12pm-8pm, 4:30pm-8:30pm

Weekends, Holidays and special events are required based on business needs

POSITION SUMMARY

The Guest Services & Ticketing Supervisor manages the day-to-day operations of the Activity Center and ensures that both department and resort service standards are being met, and guest's needs are being taken care of efficiently, professionally, accurately, consistently, and that all Activity Center staff demonstrate excellent guest service skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure that every guest who walks into the Activity Center is serviced according to Sundance Mountain Resort Guest Standards.
• Demonstrates a friendly and outgoing demeanor and passion for creating significant experiences for our guests.
• Obtain and proactively maintain an inclusive knowledge of all resort amenities, activities, programming, and environmental initiatives.
• Make reservations & bookings for guests at all Sundance Resort outlets, including but not limited to F&B, Spa, Programming (Box Office), ZipTour, Stables, Art Studio, Fly Fishing, Nordic Center, Season Passes, Lift Tickets, S-Cards, & other types of ski passes.
• Serve as a key point of contact for guests, effectively and efficiently managing requests, inquiries, and complaints.
• Exhibit working knowledge of software for all Sundance Resort outlets and ability to train others on basic software functionality.
• Run point of sale transactions including cash, credit cards, gift certificates, and voucher redemption.
• Carry out opening and closing duties including accountability for Activity Center cash register, accounting, and statistics.
• Assist the Director of Guest Services and Ticketing & Guest Services & Ticketing Manager in creating effective Activity Center systems to optimize efficiency and service, including season pass promotional sales events.
• Assist with Corporate Pass purchasing and distribution lists.
• Assist with the resort VIP and Complimentary benefits distribution list as presented by the Executive Office.
• Assist Director of Guest Services and Ticketing & Guest Services & Ticketing Manager in tracking groups with reservations and ticket purchases.
• Develop, monitor, implement, and train staff on Activity Center systems and procedures, including conducting weekly staff meetings and ongoing training.
• Schedule Activity Center staff with the help of Guest Services & Ticketing Manager.
• Ensure the highest level of hospitality and service are provided to guests.
• Handle high pressure situations and demonstrate the ability to diffuse.
• Work collaboratively with other departments to ensure a seamless guest experience.
• Exhibit exceptional Sundance knowledge and the ability to effectively communicate with staff and guests.
• Resolve customer and employee complaints, concerns, and problems efficiently, consistently, and professionally.
• Answer incoming phone calls professionally, in a timely manner, using extensive knowledge of the resort.
• Operate a two-way radio with clear instructions and appropriate language.
• Commit to adhere to Resort & Department Service Standards.

QUALIFICATIONS

• 1-2 years supervisory leadership in guest services required. Bachelor's degree (B. A.) is preferred, or equivalent combination of education and experience.

• Proficient with Point-of-Sale software, computer databases, spreadsheets, timekeeping systems and email.

BENEFITS

• Benefits package that includes: subsidized medical, dental, vision, 401k & paid time off policy.
• Employee discounts on dining and resort amenities.
• Active Season Pass.