Guest Services Supervisor

Job Location:

Arizona Snowbowl - FLAGSTAFF, AZ 86002

Position Type:
Seasonal

• Supervise and coordinate daily activities of the Guest Services team, including scheduling, task assignments, and break coverage during operating hours.
• Serve as the primary point of escalation for guest concerns, complaints, and unique situations, resolving issues promptly and professionally.
• Train, coach, and mentor new and returning guest services staff on procedures, systems, and service standards.
• Monitor lift ticket, season pass, and rental queue lines, adjusting staffing and workflows to minimize wait times during peak periods.
• Ensure accurate cash handling, point-of-sale transactions, and end-of-shift reconciliation across guest-facing stations.
• Partner with Ski Patrol, Ticketing, Rentals, Parking, and Mountain Operations teams to communicate operational updates and guest flow issues in real time.
• Uphold and enforce resort policies related to safety, lift access, and guest conduct.
• Support hiring efforts by participating in interviews and onboarding for seasonal guest services staff.
• Maintain a clean, organized, and welcoming guest services area, including signage, way finding, and lost-and-found procedures.
• Complete incident reports and communicate significant guest or operational issues to management in a timely manner.
• Perform frontline guest services duties as needed, especially during high-volume periods (holidays, weekends, storm days).
• Support other departments and special projects as assigned by the Guest Services Manager.
• Adhere to all safety, cash handling, and department policies and procedures.

• 18 years of age or older
• HS Diploma or equivalent
• Previous Guest Service experience
• Strong verbal and written communication skills
• Exceptional customer service skills with a focus on creating positive guest experiences
• Ability to multitask and manage time effectively in a fast-paced environment
• Flexibility to work weekends, holidays, and peak business periods

• Proficiency in Google Workspace (Gmail, Google Drive, Google Docs, Google Sheets, Google Calendar)
• Comfortable using point-of-sale (POS) and ticketing/reservation software specific to ski resorts
• Previous experience in a guest services or customer-facing role

• Comfortable working at elevations of 9,500 feet
• Able to move and carry at least 30 pounds.
• Cleaning / Maintaining lodge and department areas such as windows, picking up trash, ect.
• Standing for extended periods of time
• Comfortable working outdoors in cold, snowy, and variable weather conditions for extended periods