Resort Services Manager - Sugarloaf Mountain Corporation : Job Details

OverviewWe're looking for a dedicated and customer service-oriented Resort Services Manager to lead our Ticketing and Guest Services departments. This pivotal role is responsible for ensuring an exceptional guest experience from the moment they arrive, overseeing all aspects of ticket sales, season pass fulfillment, and comprehensive guest support. The ideal candidate will possess a positive attitude, be a strong leader, passionate about customer service, and be willing to quickly learn about ski mountain operations.

• Hire, train, and supervise a high-performing team of Ticketing Agents and Guest Services Representatives.
• Develop and implement staff training focusing on product knowledge, sales techniques, problem-solving, and exceptional guest service standards.
• Schedule staff efficiently to ensure adequate coverage during peak times, holidays and special events.
• Model exceptional service standards through personal example.
• Oversee all aspects of ticket sales, including daily lift tickets, multi-day passes, and group sales.
• Support the season pass program, including sales, fulfillment, and renewal processes.
• Ensure the accurate and efficient operation of ticketing systems and point-of-sale (POS) software.
• Provide technical expertise across sales channels including RTP, Aspenware, and Salesforce.
• Implement and monitor cash handling procedures, ensuring accuracy and security.
• Troubleshoot e-commerce transactions and provide solutions for guests and team members.
• Collaborate with the marketing department on promotional offers and pricing strategies.
• Assist Mountain Operations to resolve RFID ticket system issues.
• Manage the Guest Services department, serving as the primary point of contact for guest inquiries (online, in-person and via telephone), receiving feedback, and demonstrating conflict resolution.
• Understand and effectively communicate pricing structures, discounts, and special promotional offers.
• Develop and implement strategies to enhance the overall guest experience, anticipating needs and proactively addressing potential issues.
• Oversee general resort information dissemination, and resolution of guest complaints with a focus on satisfaction and Net Promoter Score (NPS).
• Train staff to effectively communicate resort policies, offerings, and operational updates to guests.
• Monitor guest satisfaction metrics in Medallia, and implement improvements based on feedback.
• Develop and manage the departmental budget, ensuring cost-effective operations.
• Collaborate closely with other resort departments (e.g., Ski Patrol, Snow Sports, Race Dept., Food & Beverage, Marketing) to ensure seamless guest experiences and operational efficiency.
• Ensure compliance with all resort policies, safety regulations, and relevant legal requirements.
• Prepare and disseminate minutes and updates from weekly Staff Meetings.
• Assist with special events and promotions as needed.

Experience: Experience in a managerial or supervisory role within guest services, hospitality, or a related field, preferably in a ski resort environment.

Leadership: Strong leadership skills with the ability to manage, motivate, and develop a team.

Communication: Excellent communication and interpersonal skills to interact effectively with guests, staff, and other departments.

Customer service focus: A passion for delivering exceptional guest experiences and a commitment to ensuring guest satisfaction.

Organizational skills: Highly organized, detail-oriented, and capable of managing multiple tasks efficiently in a fast-paced environment.

Technical aptitude: Familiarity with point-of-sale systems and other relevant software and computer programs.

Industry knowledge: Understanding of ski resort operations, safety protocols, and industry trends.