Guest Services Lead

POSITION: Guest Services Lead

Summary

The Guest Services Lead oversees daily front-desk and kiosk operations to ensure an exceptional experience for every mountain visitor. Combining hands-on customer support with operational leadership, this role manages team scheduling, handles complex guest escalations, and coordinates group sales from inquiry to arrival. The ideal candidate thrives in a fast-paced environment, excels at multi-tasking across phone, email, and in-person interactions, and keeps equipment and ticketing operations running smoothly.

Responsibilities:

Team Leadership & Operations: Manage team scheduling, daily meal/rest breaks, and employee time-off requests. De-escalate and resolve complex guest situations and complaints in person, over the phone, and via email.

Group Sales & Event Coordination: Direct group sales inquiries from initial contact to execution, including payment collection and pass issuance on the date of arrival.

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. Manage the complete lost and found process, including intake, logging, storage, and guest returns.

Transactions & Account Management: Process and manage reservations for rental equipment and ski school lessons across both online and in-person channels. Assist customers with account access, including login troubleshooting and online portal navigation. Facilitate season pass transactions and assist guests with payment plan processing. Execute financial adjustments by issuing approved refunds and resort credits in accordance with resort policy. Process compensation forms ("comp forms") and issue complimentary tickets, rentals, and lessons.

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 performing routine maintenance. Troubleshoot technical issues, including clearing pass printer jams on kiosks and front desk hardware.

Qualifications:

• 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.
• Strong interpersonal skills with a friendly, patient, and guest-focused attitude.
• Ability to work a flexible schedule, including weekends, holidays, and peak resort days.

Physical Requirements:

• Stand for extended periods (up to 4 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.

This job description is intended to convey the general nature of the role and is not an exhaustive list of duties or responsibilities. Management may revise the position as necessary without notice.