Lead Guest Services Agent - Giants Ridge

Compensation Amount:

18.00 USD Hourly

Job Summary:

Under the direction of the Guest Services Manager, the Lead Guest Services Agent serves as a senior member of the Guest Services team and provides support and guidance to Guest Services Agents during daily operations. This position assists with ticket sales, rentals, season passes, lesson reservations, and guest inquiries while helping resolve operational and customer service issues. The Guest Services Lead serves as a resource to team members and helps ensure a positive guest experience in the absence of the Guest Services Manager.

Job Description:

ESSENTIAL FUNCTIONS

• Provides day-to-day support and guidance to Guest Services Agents and assists with operational issues as they arise. 
• Serves as a knowledgeable resource for staffing regarding lift tickets, rentals, season passes, lesson reservations, and company policies and procedures.
• Assists in maintaining efficient guest service operations and workflow during daily business activities. 
• Supports training Guest Services Agents.
• Provides leadership and direction to the Guest Services team in the absence of the Guest Services Manager.
• Responds to guest inquiries and assists in resolving guest concerns and complaints in a professional and timely manner. 
• Handles high volumes of customer interactions while delivering exceptional service to internal and external guests.
• Performs sales transactions involving lift tickets, rentals, lessons, season passes, and other services.
• Assists with daily cash handling, reconciliation, sales reporting, and opening and/or closing procedures.
• Maintains knowledge of all property services, programs, promotions, and activities to accurately assist guests. 
• Assists with the operation and troubleshooting of reservation and point-of-sale systems. 
• Ensures work areas remain clean, organized, and welcoming to guests.
• Maintains awareness of safety concerns, and reports issues promptly to management.
• Represents the company in a professional and positive manner when interacting with guests and employees.
• Perform other duties as directed.

SKILLS AND KNOWLEDGE REQUIREMENTS INCLUDE

• Passionate about guest service and the hospitality/recreation industry.
• Strong customer service skills, actively look for ways to assist customers and coworkers.
• Proficient in Microsoft applications and POS software.
• Possesses strong organizational, leadership, and teamwork skills.
• At least 2 years’ experience in the product sales/hospitality industry.
• Associate degree or higher preferred.
• Strong cash handling experience.

PHYSICAL AND MENTAL REQUIREMENTS

• While performing the required duties of this job, the employee is regularly required to reach with arms and hands.
• The employee often is required to walk, stand, talk or hear, handle, feel or operate objects.
• Ability to stand for the entire workday.
• The employee will occasionally be required to sit, stoop, kneel, crouch, or crawl.
• Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. occasionally.
• Specific vision abilities include close, distance, color, and peripheral vision, and depth perception.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Consistently communicates and receives verbal communication with other employees.
• Physical presence at the job site is essential to perform job duties. 
• Moderate exposure to extreme cold, heat, working outdoors, mechanical hazards and electrical hazards. Noise level is moderate.
• Work weekends, holidays, and extended hours during peak seasons.

EQUIPMENT USED

• Computer
• Point-of-sale system
• Typical office equipment (computer, fax, telephone, copier, scanner, etc.)

Do you enjoy helping people, solving problems, and creating exceptional guest experiences?  Giants Ridge, managed by Guest Services, is looking for a Lead Guest Services Agent to serve as a key resource for our Guest Services team while helping guests make the most of their mountain experience. 

This position is ideal for someone with strong customer service skills, experience working with point-of-sale systems, and the confidence to provide leadership and support during busy daily operations.  As a Lead Guest Services Agent, you’ll help guests with lift tickets, rentals, lessons, season passes, and more while assisting team members and helping ensure smooth front-line operations. 

Enjoy a full-time winter seasonal schedule and be part of an energetic team throughout the season.  This position typically averages 40 hours per week and may include a mix of day, evening, weekend, and holiday shifts based on operational needs.  Flexibility and reliability are essential to supporting an exceptional guest experience.

What We’re Looking For:

• Passion for guest service and creating memorable experiences.
• Strong problem-solving skills and ability to remain calm under pressure.
• Experience working with point-of-sale systems, reservation software, and Microsoft Office Applications.
• Excellent communication, leadership and teamwork skills.
• Experience handling cash and processing transactions accurately.
• At least two years of customer service, hospitality, retail, recreation, or sales experience. 
• Ability to multitask and manage a high volume of guest interactions while maintaining a positive attitude. 
• Interest in outdoor recreation, skiing, snowboarding, or resort operations a plus.

Why Join Giants Ridge?

• Mountain Perks – Enjoy free employee passes and discounts for your family so you can hit the slopes and trails all season long!
• Exclusive Discounts – Save on delicious food, stylish apparel and must-have accessories while working at Giants Ridge. 
• Work with Friends – Join a fun, supportive team where every day feels like an adventure.
• Flexible Scheduling – We offer flexible schedules to fit your lifestyle, but some evening, weekend and holiday shifts are required to keep up with the excitement at Giants Ridge.
• And More! – Additional perks and surprises that make Giants Ridge a great place to work!

Giants Ridge is the #1-rated family vacation destination in Minnesota. Located just north of Duluth in the heart of Minnesota’s Superior National Forest, Giants Ridge is a four-season, family-oriented resort offering fun and adventure for every level of outdoor enthusiast. Summer features world-class golf and lift-served mountain biking, while winter brings incredible skiing, snowboarding, fat tire biking, and more. Guests and employees alike can enjoy the Pool & Sauna Haus, along with dining, lodging, and a variety of year-round recreational amenities. Employees also have access to discounted lesson opportunities to help them develop new skills and make the most of the Giants Ridge experience. Beyond the resort, the Iron Range region offers abundant outdoor recreation, including lakes and waterways for boating, fishing, and paddling, as well as extensive trail networks for hiking, snowmobiling, and other seasonal activities. Spring and fall provide the perfect transition between seasons, showcasing the natural beauty and outdoor adventures that make the region a great place to live, work, and play.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer.  All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.