What are the responsibilities and job description for the Director of Guest Service, Tickets & Season Pass position at Sunday River Resort?
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
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
- 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.
- 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.
Salary : $60,000 - $72,000