Guest Services I

POSITION: Guest Services I

Summary

The Guest Services I is the primary frontline point of contact for mountain visitors. This position focuses on providing exceptional customer service, answering inquiries across multiple channels, executing daily retail/ticket transactions, and maintaining routine kiosk hardware operations.

Responsibilities:

Guest Engagement & Frontline Support: Serve as the primary point of contact, delivering exceptional in-person customer service for all guest inquiries. Answer high-volume incoming phone calls and respond to customer emails promptly and professionally. Provide comprehensive, up-to-date knowledge regarding the mountain, resort amenities, day tickets, season passes, rental equipment, and ski school lessons. Assist with the lost and found process, including intake, logging, storage, and returning items to guests.

Transactions & Account Management: Process and manage reservations for rental equipment and ski school lessons across both online and in-person channels. Assist customers with basic account access, including login troubleshooting and online portal navigation. Facilitate standard season pass transactions and assist guests with payment plan processing.

Kiosk & Hardware Operations: Print and issue guest passes both manually at the front desk and via self-service kiosks.Maintain kiosk operations by regularly restocking pass inventory and keeping stations operational.

Qualifications

• Excellent people skills with a passion for winter sports and mountain recreation.
• Self-motivated, dependable, and able to work effectively with others.
• Strong attention to detail, organizational skills, and basic math/POS abilities.
• Willingness to develop new skills and adapt to changing needs.

Physical Requirements

• Stand for extended periods (up to 8 hours).
• Lift and carry up to 25 lbs frequently and up to 50 lbs occasionally over distances up to 50 yards.
• Perform physical activities such as bending, squatting, kneeling, climbing, reaching, and shoveling snow.
• Work outdoors in variable weather, including temperatures below 32°F.