Jackson Hole Mountain Resort

JOB DESCRIPTION

Job Title: Guest Services Supervisor    

Reports To: Ticketing and Mountain Access Manager                                   

Department: Ticketing & Mountain Access

Classification: Seasonal                                   

FLSA Status:  Non-exempt

GENERAL PURPOSE

To ensure the professional and profitable operations of all JHMR ticket sales outlets through efficient operations and adequate staff management of both indoor ticket agents and outdoor gate access attendants, with the ultimate goal of providing superior guest service to all JHMR guests. 

ESSENTIAL FUNCTIONS

• Ensure accurate and efficient sales of all Ticketing products, including daily and multi-day, season passes, wholesale, lodge, merchant passes, and special ticket sales. 
• Provide the highest level of guest service to all JHMR guests, both internal and external.
• Oversee the daily operations of RFID gate access points for effectiveness and compliance with company policies. 
• Ensure proper policies and procedures are followed throughout all aspects of the department including, Ticket Office, Gate Access, Hot Seat, and other areas as determined by the Ticketing and Gate Access Manager.
• Perform opening and closing procedures of all the department’s outlet including auditing daily sales reports.  
• Assist managers in balancing drawers as necessary.
• Participate in and lead morning meetings, maintaining communication with other divisions of Ticketing Services operation.
• Assists Staff and Coordinators in dealing with difficult or irregular situations. Resolve customer complaints for both indoor and outdoor staff. 
• Responsible for the main change bank and all banks distributed to the ticket sales locations for initial start-up and daily change.
• Oversee Hot Seat operations and proper policies are being followed as far as guest access and ticket information. 
• Work with Security, Lift Operations, Sales, and any other department as necessary to ensure gate traffic is smooth and without complications. 
• Assist in communication flow to and from sales staff regarding special Ticketing information and JHMR communications.
• Assist with supervision of ticketing agent staff including informal evaluations during the season and official end of season performance appraisals along with Assistant Managers and Ticketing and Mountain Access Manager.
• Support ticketing agents in the use of RTP|One.        
• Aid in basic troubleshooting to ensure efficient operations.
• Update training manuals and materials.  Assist with conducting Ticketing and Gate Access training.

Other Functions.

• Perform the functions of Ticketing Sales Agents and Coordinators.
• Work with managers to train new staff.
• Work with management team to monitor sales volume and adjust staffing accordingly to allow equitable breaks.
• Understand with confidence a wide range of product knowledge, sales, accounting and auditing
• Works closely with Ticketing and Gate Access Manager to ensure consistency in policy & procedure

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

COMPETENCIES:

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong ability to provide superior guest service
• Strong interpersonal and team building skills
• Self motivation and desire to excel
• Outstanding organizational skills
• Strong computer skills
• Cash handling skills required, with a knowledge of general accounting and bookkeeping principles preferred.
• Strong verbal and written communication skills
• Knowledge of ticket office products and procedures
• Ability to handle high pressure and stressful situations

WORKING ENVIRONMENT    

• Office and outside environment. Work will occur in both indoor office environment and outdoors in extreme winter and summer weather conditions and temperatures.
• This job operates in both an indoor and outdoor setting. The indoor setting is primarily a ticket office setting, that uses computers and phones daily. The office is guest facing, with some back office work required. Outdoor work is required to oversee outdoor ticketing system, which will cause exposure to extreme temperatures and varying weather conditions.

PHYSICAL DEMANDS 

• Ability to lift a minimum of 30 lbs to shovel, scoop and rake snow requiring bending, lifting, stooping, and crouching.
• Stand for long periods of time. 
• Visual ability to read computer screens and tablets at arm’s length and facial recognition at a short distance.

POSITION TYPE AND EXPECTED HOURS OF WORK

This job typically works during daytime business hours any day of the week. Schedules and hours may fluctuate depending on business needs. Weekend and holiday work may be required. 

REQUIRED EDUCATION AND EXPERIENCE:  

• High school degree or GED
• Minimum 1 year experience in a ticketing role
• Previous experience with RTP|One software.
• Previous experience with RFID gate access

PREFERRED EDUCATION AND EXPERIENCE:  

• Minimum two years of college education or equivalent on-the-job experience
• At least two years business and supervisory experience.  
• Previous ski industry specific experience.
• Strong understanding of JHMR and the local area

Note:  -- Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.