Guest Services Manager

Description
At Sugar Bowl, we strive to deliver consistent guest experience, as well as exceptional employee experience. The Guest Services Manager leads several critical guest facing functions, including the guest services desk, the call center, ticket windows and ticket pick-up-boxes, seasonal lockers, and lost and found. These functions are central to the guest experience and revenue.

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to “sunny California” since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts a like.

Who you are

• Leadership and management experience, including recruiting, training, and managing seasonal employees
• Guest facing experience, including point of sale
• Exceptional interpersonal skills and unwavering professionalism including in moments of potential tension
• Strong work ethic, reliable, organized and detail oriented
• Passion for the Ski Industry and experience living and working in winter mountain environments
• Knowledge of RTP a plus
• Fluent spoken and written English; additional languages a plus
   

What you will do

• Manage guest services, ticket windows and pick-up-boxes, call center, and lost and found.
• Hire, train and manage employees. Oversee daily operations including scheduling, training, opening and closing procedures, product audits, sales reports and regulating discounts.
• Establish team goals aligned to company goals and guest service standards. Responsible for annual budgets and spend, as well as monthly financial performance.
• Conduct daily stand-up meetings with the team.
• Conduct weekly staff meetings, including safety meetings.
• Deliver exceptional guest experience and implement guest escalation processes. Quickly and effectively, solve guest inquiries and use best judgment to escalate unresolved guest issues.
• Oversee selling a variety of products such as season passes, tickets and lockers and ensure lost and found efficiency.
• Audit daily close reports and reconcile ticket sales.
• Demonstrate knowledge of products and RTP. Provide training to improve staff’s knowledge and enhance sales and productivity. Utilize RTP reports, Bright Metrics and other software reports to set and monitor productivity metrics.
• Establish close working relationships with IT, Finance, Marketing and Group Sales.
• Maintain quality and appearance of Ticket, Guest Service and Season Locker facilities.
• Embrace, promote and comply with Sugar Bowl’s mission, values, and policies and procedures.
• Must be able to work holiday periods and weekends and work on site for all shifts.
• Meet Authorized Driver and Background Check requirements.
• Other duties as assigned

Benefits

• Generous Paid Time Off 
• Employer sponsored 401k plan after 1000hrs (and 1-yr) 
• Generous medical benefits
• Employer-paid life insurance & AD&D
• Additional voluntary benefits
• Employee Assistance Program 
• Discounted prescriptions
• Excellent professional and training development
• Free ski and tubing passes for employees 
• Free ski passes for dependents 
• 50% off food at our cafeterias
• Free group ski and snowboard lessons for employees 
• Employee discounted lift tickets for family and friends 
• Lift ticket discounts at tons of resorts including 24 destinations thanks to the Mountain Collective 
• Hotel discounts
• Employee ski reciprocal programs  
    

Sugar Bowl Resort believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, hair, religion, sex, sexual orientation, gender identity, gender orientation, gender expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, medical condition, or any other status protected by federal, state or local law, ordinance or regulation. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall, and termination.