Job Description

SUMMARY

The Resort Services Manager is responsible for maintaining and improving the guest experience across all Points of Sale including the Main Ticket Office, Rentals, Snowsports, and Mountain Adventure Park. This position oversees the day-to-day ticketing and service operations, communication systems, staffing, and training efforts to ensure all team members provide exceptional and consistent guest service. The Resort Services Manager is also responsible for basic product configuration and troubleshooting of point-of-sale and e-commerce platforms, acting as a liaison between the departments, IT, and Sales & Marketing. Success in this role requires advanced computer skills, attention to detail, excellent organizational skills, and the ability to navigate both technical systems and cross-functional collaboration.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Ensure a seamless, high-level guest experience across all resort points of sale (Ticket Office, Rentals, Snowsports, Mountain Adventure Park).
• Continuously assess and optimize guest service workflows, identifying and resolving bottlenecks in guest-facing processes.
• Lead, train, and support team members in guest service, sales techniques, and POS systems; promote a culture of excellence and accountability.
• Develop and deliver comprehensive training for Resort Services staff and supporting departments, covering onboarding, service skills, and product knowledge.
• Supervise timely and professional guest communication across in-person, phone, and email channels.
• Work with sales staff to match guest needs with appropriate resort products while aligning with sales goals.
• Maintain superior knowledge of all resort products and support cross-sell, up-sell, and merchandising strategies.
• Maintain accurate weekly staffing schedules for all guest service locations.
• Collaborate closely with the lift department as the primary point of contact for any ticket scanning issues or inquiries at the Axess gates.
• Maintain expert-level proficiency of the POS system; troubleshoot and provide real-time user support.
• Audit E-commerce platforms to ensure correct product setup, pricing, availability, and functionality.
• Collaborate with the accounting department to reconcile variances between credit card settlements and point of sale reports, as well as research and resolve any guest issues leading to credit card chargebacks.
• Coordinate with Sales and Marketing on seasonal product rollouts and ensure consistency across all platforms.
• Configure basic products, pricing, specials, and ticket layouts in POS systems.
• Serve as liaison for IT issues related to POS and Gift Card hardware/software.
• Maintain clean, organized, and professional guest service environments.
• Implement and refine process improvements that enhance service delivery and operational efficiency.
• Provide accurate daily, weekly, and seasonal reports, including sales summaries, incident logs, and performance insights.
• Collaborate with all resort departments to resolve guest issues and assist in staff training.
• Ensure consistent cash handling practices and conduct periodic audits.
• Contribute to a positive team environment by supporting resort cleanliness and safety, participating in safety meetings, job sharing, and maintaining a friendly and professional demeanor.
• Meet service level objectives and departmental goals as outlined by the supervisor.
• Maintain a flexible schedule including weekends and holidays.

GENERAL ACCOUNTABILITIES

• Promote and uphold a guest-first culture across all areas of responsibility.
• Develop standardized training programs in collaboration with department heads and ensure alignment with resort goals.
• Maintain compliance with resort safety protocols, industry regulations, and applicable state and federal environmental and OSHA standards.
• Stay informed on legal and technological developments, industry trends, and competitive practices to support continuous improvement.
• Communicate effectively with all levels of staff, guests, and external partners.
• Demonstrate strong delegation, leadership, and team development skills.
• Understand and adhere to corporate and resort-specific policies and procedures.

SUPERVISORY RESPONSIBILITIES

Manage 15-35 subordinate employees of the Resort Services Team. Responsible for the supervision, coordination, and evaluation of these units. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

Bachelor's degree preferred; or 3–5 years of supervisory experience in a customer service, retail, or resort environment; or equivalent combination of education and experience. Strong computer skills required with prior experience with POS software such as Siriusware and E-commerce systems preferred.

SCHEDULE

The Resort Services Manager is a full-time position with a minimum of 40-45 hours per week. Hours vary based on season and business volumes. The typical schedule is 5 days a week, 8-9 hours a day, between the hours of 7am and 9pm. Weekends, holidays, and vacation weeks are included. During peak business volumes, functions, and special events, additional hours may be required.

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