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Director of Guest Service, Tickets & Season Pass

Sunday River Resort
Newry, ME Full Time
POSTED ON 3/14/2025
AVAILABLE BEFORE 4/12/2025
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.

Salary : $60,000 - $72,000

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