Guest Services Supervisor Winter 26-27

Guest Services Supervisor Winter 26-27

McCall,

Position Type Winter Seasonal Category Mountain Sports & Activities

Position Title:

Guest Services Supervisor

Reports To:

Guest Services Manager

Employment Status: 2026/2027 Winter Seasonal;
Full-time

Job Summary:

The Guest Services (GS) team is the front line for total guest satisfaction covering pre-arrival contact, sales of all mountain products, and addressing concerns brought to the department's attention. The Guest Services Supervisor primary role is to support the variety of guest services roles including tickets, reservations, guest services, and sales.

This is a full-time seasonal position during the winter operating season. Off-season work may be available but will be limited to specific pre- and post- season needs.

Essential Duties and Responsibilities:

• Head of front-of-house tasks such as answering voicemails, emails, and in person inquiries
• Effectively interact with internal and external customers, some of whom will require a high level of patience, tact, and diplomacy. Ability to diffuse frustration, collect accurate information, and successfully resolve conflicts. Ability to be a role model and mentor for this skill set
• Delegate daily and weekly tasks to guest services, ticketing, and reservation staff
• Act as point of contact for guest issues when Guest Services Manager is not available
• Train guest services, reservations, and ticket sales staff members on Brundage Mountain Resort products and brand. Ensure the team's interactions with guests are accurately aligned with Brundage products and brand
• Assist in overseeing reservations department activities (catskiing, snowmobiling, lockers, activity barn)
• Aid group sales staff with tasks such as organizing group lift tickets, comp tickets, and assistance with billing issues
• In charge of maintenance of all POS and card printers
• Monitoring and fulfilling donation requests
• Processing pass protection claims
• Troubleshooting sales and ecommerce issues with IT staff, managerial staff, and software staff
• Collaboration with accounting department to ensure daily closeouts and transactions of all GS, reservations, and ticketing staff are accurate
• Uphold safety standards within the department. Be an advocate for guests and staff of all safety initiatives of the resort. Maintain the physical appearance of assigned mountain operations areas
• Assist in yearly inventory of department supplies
• Assist in scheduling of department staff
• Collaboration with all supervisory and managerial staff resort-wide

Job Qualifications:

• Minimum of 1 year of customer service experience
• Minimum of 1 year of supervisory or leadership experience
• Ability to effectively present detailed information both verbally and in written form to guests, executives, and employees
• Ability to think and communicate clearly in stressful situations
• Proficient in Microsoft Office applications including Word, Excel, and Outlook
• Experience in Entabeni POS or other reservation management software is a plus
• Must be available to work weekends and holidays