Ticketing & Guest Services Assistant Manager - Year Round

Jackson Hole Mountain Resort

JOB POSTING

Position Title: Ticketing & Guest Services Assistant Manager

Department: Ticketing & Guest Services

Classification: Year-Round, Full-Time

FLSA Status: Non-exempt

Position Overview

To provide the highest level of guest service and customer care to all JHMR guests both internal and external. To ensure the professional and profitability operations of the JHMR Ticketing and Guest Services operations, while ensuring smooth and efficient sales of all JHMR products.

Job Duties

• Oversee the daily operations of the Ticketing and Guest Services operational area including but not limited to answering multiple phone lines, taking reservations, checking and responding to voicemails, responding to emails and live chats, assisting guests in person, and working at the outdoor ticketing gates.
• Assist with interviewing and hiring for Ticketing & Guest Services department.
• Train and manage front line Ticketing & Guest Services employees
• Coordinate staffing for operational area. Manage fluctuations in staffing levels to balance payroll budget with weekly business volume projections. Create schedules, and adjust staffing based on daily circumstances. Create schedules that align with volume projections and operational budget.
• Designate daily work assignment to employees.
• Oversee daily communication flow, including daily staff meetings, special information and JHMR communications.
• Collaborate with other JHMR departments to ensure consistent, accurate information for guests.
• Assist staff in dealing with customers and difficult/irregular situations by using all available resources to solve guest problems and issues at the first point of contact.
• Responsible for managing a safe, quality work environment and maintaining equipment in good working order.
• Oversee refunding of tickets due to illness, injury, etc.
• Constant communication with all Ticketing & Guest Services locations to coordinate staffing, operations and ensuring correct information is reaching the guests.
• When necessary, provide disciplinary actions to staff not meeting expectations. Regular communication with Ticketing and Mountain Access Manager as well as Human Resources when dealing with disciplinary actions to staff.
• Work as a Ticket Agent as needed.
• Maintain contact with Marketing to keep all information correct and current.

-- Employees are held accountable for all duties of this job—

Are you the right fit? Below are some traits an exemplary candidate possesses:

• Valid driver’s license.
• Strong work ethic, leadership, and Guest Service skills.
• Outstanding organizational skills.
• Strong information technology skills and ability to use and learn different software.
• Proficiency with Microsoft Office Suite.
• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Knowledge of sales techniques and money management.
• Ability to stay calm under pressure.
• Ability to adapt to changing situations.
• Self-motivated and have the desire to excel.
• Ability to drive a motor vehicle in varying weather conditions.
• High School Diploma or GED equivalent required.
• Two years guest services or sales experience, preferably in resort operations required.
• College Degree in business, marketing or related field preferred.
• Two years of management experience in guest services or sales, preferably in Ski Resort operations preferred.
• Prior experience at Jackson Hole Mountain Resort desirable.

Benefits & Perks

• Free winter ski pass and summer activities pass for the employee and their spouse and qualifying dependent children.
• Medical and Dental insurance
• 401(k) and company match
• Paid Time Off (PTO) and Sick Pay
• Spending and Flexible Savings Accounts (HSA/FSA)
• Free Life and AD&D insurance
• Free Life insurance for employee’s spouse and dependent children
• Discounts at JHMR Food & Beverage outlets
• Discounts at JHMR Retail/Rental/Repair locations
• Pro deals on gear and apparel through ExpertVoice, Outdoor Prolink, and JHMR partners
• Discounted Daycare and Kid’s Ranch
• Free START Buss pass and 100% reimbursement for START Bus Commuter pass to Teton Valley, ID and Star Valley, WY.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

AAP/EEO STATEMENT

Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.