Guest Services Supervisor

The Guest Services Supervisor oversees the day-to-day operation of the Guest Services team, ensuring every guest — from first-time visitors to season pass holders — receives a smooth, friendly, and efficient experience from arrival to departure. This role supervises frontline staff, resolves escalated guest concerns, and works closely with ticketing, rentals, parking, and mountain operations to keep the base area running smoothly on busy powder days and quiet midweeks alike.

Essential Functions:

• Supervise and coordinate daily activities of the Guest Services team, including scheduling, task assignments, and break coverage during operating hours.
• Serve as the primary point of escalation for guest concerns, complaints, and unique situations, resolving issues promptly and professionally.
• Train, coach, and mentor new and returning guest services staff on procedures, systems, and service standards.
• Monitor lift ticket, season pass, and rental queue lines, adjusting staffing and workflows to minimize wait times during peak periods.
• Ensure accurate cash handling, point-of-sale transactions, and end-of-shift reconciliation across guest-facing stations.
• Partner with Ski Patrol, Ticketing, Rentals, Parking, and Mountain Operations teams to communicate operational updates and guest flow issues in real time.
• Uphold and enforce resort policies related to safety, lift access, and guest conduct.
• Support hiring efforts by participating in interviews and onboarding for seasonal guest services staff.
• Maintain a clean, organized, and welcoming guest services area, including signage, wayfinding, and lost-and-found procedures.
• Complete incident reports and communicate significant guest or operational issues to management in a timely manner.
• Perform frontline guest services duties as needed, especially during high-volume periods (holidays, weekends, storm days).
• Support other departments and special projects as assigned by the Guest Services Manager.
• Adhere to all safety, cash handling, and department policies and procedures.

Experience Requirements:

• 18 years of age or older
• HS Diploma or equivalent
• Previous Guest Service experience
• Strong verbal and written communication skills
• Exceptional customer service skills with a focus on creating positive guest experiences
• Ability to multitask and manage time effectively in a fast-paced environment
• Flexibility to work weekends, holidays, and peak business periods

Preferred Qualifications:

• Proficiency in Google Workspace (Gmail, Google Drive, Google Docs, Google Sheets, Google Calendar)
• Comfortable using point-of-sale (POS) and ticketing/reservation software specific to ski resorts
• Previous experience in a guest services or customer-facing role

Physical Requirements:

• Comfortable working at elevations of 9,500 feet
• Able to move and carry at least 30 pounds.
• Cleaning / Maintaining lodge and department areas such as windows, picking up trash, ect.
• Standing for extended periods of time
• Comfortable working outdoors in cold, snowy, and variable weather conditions for extended periods