Guest Services - RED Mountain

Position Summary

Guest Services Agents are the first point of contact for many guests and play a key role in delivering an exceptional guest experience. The position is responsible for selling lift tickets, season passes, bike park products, sightseeing products through SnowCloud and other resort systems. Additional responsibilities include checking tickets at the base of each lift and assisting guests with ticketing issues and line management to help ensure a smooth, efficient, and welcoming experience as guests pass through the lift gates.

This role assists guests in person, over the phone, and through email communication, providing accurate information and resolving guest concerns in a professional and timely manner. Guest Services Representatives are expected to build strong product knowledge, support resort operations, and ensure every guest interaction reflects RED Mountain Resort's commitment to service excellence.

1. Sales & Transaction Processing

• Provide guest support in the processing of lift ticket, season pass, bike park, sightseeing, transactions accurately and efficiently through SnowCloud and associated resort systems.

• Assist guests in selecting the products best suited to their needs.

• Process payment transactions and ensure accurate reconciliation of daily sales activity.

• Maintain a strong understanding of resort products, pricing, promotions, and policies.

• Assist guests with online purchases, account access, waivers, and season pass management.

• Support e-commerce and digital sales initiatives as required.

• Fulfil ticket purchases at various indoor, outdoor, and off-site locations.

2. Guest Services & Communication

• Provide exceptional guest service in person, over the phone, and through email communications.

• Provide versatile guest service across diverse high-traffic zones including the desk, courtyard, and lift lines.

• Provide guest service and troubleshooting with purchased lift tickets at guest mountain access areas, such as lift gates and completing pass checks.

• Monitor and manage guest lineups to maintain safe, organized, and efficient queues while minimizing wait times.

• Respond to guest inquiries promptly, professionally, and accurately.

• Maintain current knowledge of resort operations, events, programs, trails, lifts, facilities, and policies.

• Resolve guest concerns whenever possible at the first point of contact.

• Escalate complex guest issues appropriately while ensuring guests feel supported throughout the resolution process.

• Assist guests with account management, pass products, reservations, and general resort information.

• Maintain a professional, friendly, and welcoming demeanor at all times.

3. Resort Systems & Administrative Support

• Utilize SnowCloud and other resort systems effectively and accurately.

• Complete guest account updates, pass processing, waivers, and data entry requirements.

• Support system testing, product launches, and operational changes as directed.

• Assist with maintaining accurate guest records and documentation.

• Support online sales, ticket scanning, and operational reporting requirements.

4. Department Support

• Assist with special event registrations and guest check-in processes.

• Support Lost & Found procedures.

• Maintain organized workspaces, files, forms, and supplies.

• Assist with opening and closing procedures.

• Support other departments and resort operations as required.

• Perform additional duties assigned by the Senior Ticket Cashier or Guest Services & Resort Systems Manager.

Performance Measurements

1. Guest inquiries are handled professionally, accurately, and in a timely manner.

2. Guest concerns are resolved efficiently with a focus on first-contact resolution.

3. Transactions, guest accounts, and SnowCloud entries are completed accurately.

4. Positive guest feedback is received regarding service levels and professionalism.

5. Phone calls, emails, and guest requests are responded to promptly.

6. Guest Services contribute positively to the overall guest experience at the resort.

7. Demonstrates teamwork, flexibility, and a willingness to assist where needed.

Qualifications

Knowledge

• Intermediate computer skills with the ability to learn and effectively utilize SnowCloud and other resort systems.

• Working knowledge of Microsoft Office, Google Suite and email communication.

Experience

• Previous customer service, retail, hospitality, tourism, or guest services experience preferred.

• Experience using POS, ticketing, reservation, or resort software systems is considered an asset.

Skills & Abilities

• Strong customer service and communication skills.

• Ability to stand for extended periods of time.

• Ability to work both inside and outside in various conditions.

• Ability to comfortably ski or snowboard on beginner (green) runs to perform ticket-checking duties on the mountain. (an asset)

• Ability to use handheld technology devices

• Ability to resolve guest concerns professionally and efficiently.

• Strong attention to detail and accuracy.

• Ability to multitask in a fast-paced environment.

• Comfortable working with technology and learning new software systems.

• Ability to work collaboratively with other departments.

• Must be bondable.