Director of Guest Service, Tickets & Season Pass

Overview

The Sunday River Resort Services Department is looking for a Director of Guest Service, Tickets & Season Pass. The ideal candidate for this full-time year-round Director position will be ambitious, love the mountain lifestyle, have a positive attitude, and be passionate about providing exceptional guest service. This role oversees the day-to-day operations of the tickets and season pass sales team while offering exceptional guest service and team member training.

Responsibilities

• Guest Experience Leadership
• Create a warm, welcoming atmosphere for all guests across all touchpoints
• Ensure every guest interaction focuses on sharing our passion for extraordinary service
• Review guest feedback through our satisfaction metrics to continuously improve our Net Promoter Score
• Develop and implement VIP guest experiences, including First Tracks, Locker Room, Parking and other premium amenities
• Operational Management
• Direct daily operations of ticket and season pass sales with a focus on efficiency and guest satisfaction
• Manage Welcome Center scheduling and staffing to ensue optimal coverage during peak periods
• Create resources and tools to help staff answer guest questions quickly and accurately
• Collaborate with mountain operations to resolve RFID ticket system issues
• Serve as the primary point of contact for resolving guest concern professionally and efficiently
• Product & System Expertise
• Maintain expert knowledge of all resort products, services, promotions, and events
• Understand and effectively communicate pricing structures, discounts, and special promotional offers
• Provide technical expertise across sales channels including RTP, Aspenware, and Salesforce.
• Troubleshoot e-commerce transactions and provide solutions for guests and team members
• Work closely with Product Building team ot assure accuracy of pricing and redemption process for all resort Service Products
• Work cross-functionally with SnowSports School, Lodging, Contact Center, and Childcare teams to ensure seamless guest experiences.
• Financial Accountability
• Process and maintain accountability for all financial transactions
• Ensure accurate daily accounting
• Manage departmental budgets responsibly
• Oversee operational integrity of all ticketing systems and equipment
• Team Development
• Foster a collaborative environment that promotes teamwork and professional growth
• Provide ongoing coaching and development opportunities for team members
• Model exceptional service standards through personal example
• Respond to team Member questions and concerns in a timely, professional manner
  
  

Qualifications

• High school diploma or equivalent
• Must have at least one year of experience in a guest service role or related department
• Passion for excellent service, and desire to grow within Sunday River, and make a difference as part of our Team
• Previous supervisory experience is strongly preferred
• Enjoy providing high quality service in an accurate and through manner. Make Sunday River our guests’ “Happy Place”.
• Ability to communicate well with guests; clear, courteous, timely and well-spoken communication skills are required
• Ability to keep a positive outlook, maintain high attention to detail, problem solve, multi-task, improvise, adapt, adjust, and stay calm during high volume periods and overcome challenges in a faster-than-average working environment
• Applicants must have prior computer experience with Microsoft Office
• Prior experience with RTP, Aspenware, Salesforce, and IKON are favored.
  
  

Compensation And Benefits

• Salary ranges from $60k-$72k, depending on experience and qualifications, with room for professional growth and advancement
• Team Member perks include:
• Ski and Golf passes for self and dependents
• Resort discounts for retail, dining, lessons, rentals, lodging and spa
• Access to other Boyne Resorts
• Benefits package includes health insurance, 401(k) plan, PTO, HSA match, dental, life, and vision insurance.