Guest Services Manager (Systems Administrator

Position Summary:

The Guest Services Manager (Systems Administrator) is responsible for overseeing guest relations, managing reservations, and maintaining the ski area's customer database. This role ensures a seamless guest experience while handling data integrity, season pass sales, and customer service operations. The position requires strong communication, organizational, and technical skills to manage customer inquiries, resolve issues, and optimize guest satisfaction.

Key Responsibilities:

Guest Services Management:

• Supervise the guest services team, ensuring excellent customer service.
• Assist guests with inquiries, complaints, and special requests.
• Oversee ticketing, season pass sales, and rental reservations.
• Train staff on customer service protocols, policies, and system usage.
• Manage front desk operations, including cash handling and refunds.
• Develop and implement strategies to enhance the guest experience.

Database Management:

• Maintain and update the customer database, ensuring accuracy, and security.
• Process and track guest information, memberships, and purchases.
• Generate reports on guest trends, ticket sales, and customer feedback.
• Work with the marketing team to utilize guest data for promotions and outreach.
• Ensure compliance with data privacy policies and industry standards.

Sales & Revenue Support:

• Monitor daily sales and ensure accurate financial reporting.
• Assist with group sales, private events, and corporate partnerships.
• Collaborate with departments to optimize pricing and promotions.
• Identify trends and suggest improvements based on data analysis.

Technology & Systems Oversight:

• Manage and troubleshoot ticketing, point-of-sale (POS), and database systems.
• Work with IT teams to resolve system issues and implement upgrades.
• Train employees on the proper use of software and database tools.

Qualifications & Skills:

• Bachelor’s degree in business, hospitality, or related field (preferred).
• 3 years of experience in guest services, hospitality, or database management.
• Strong knowledge of customer relationship management (CRM) systems.
• Proficiency in POS and reservation software (RTP, Aspenware, Siriusware, etc.).
• Excellent communication and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and data accuracy.
• Leadership and team management experience.
• Willingness to work weekends, holidays, and peak ski season hours.

Preferred Qualifications:

• Experience in the ski or outdoor recreation industry.
• Knowledge of financial reconciliation and reporting.
• Familiarity with marketing automation and guest engagement strategies.
• Experience with database management & analysis.

Work Environment:

• Based at a ski resort, requiring flexibility during peak winter and summer seasons.
• Ability to work in a fast-paced environment with a dynamic operational structure.
• Physical Requirements:
  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 25 pounds at times.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.