Guest Services Lead

Location

3300 Ski Hill Rd, Alta, WY 83414, United States

While working as Guest Services Lead, you will be responsible for supporting the Guest Services Supervisor and overseeing the Guest Services team. This role is a hybrid format of customer‑facing responsibilities such as selling tickets and supporting the front‑line team, as well as serving as an event coordinator for departmental events. You will be the first line of leadership presence for both employees and guests.

This position oversees and executes daily departmental functions and plays an active role in our department’s long‑term development. Our number one goal is delivering phenomenal guest service!

A key part of every employee's job is to serve as a Targhee ambassador, engaging the guest at every opportunity.

• Act as a resort ambassador to staff and guests.
• Provide guest‑facing customer service, promote product sales, problem solve, and de‑escalate guests.
• Balance till and handle electronic and physical payments.
• Assist in seasonal staff onboarding and training.
• Collaborate with other Team Leads to manage daily operations.
• Oversee Guest Services Representatives and Pool Attendants.
• Create and implement small‑scale departmental events focused on engaging local clientele.
• Play an active role in developing this position in alignment with our long‑term vision.
• Assist in monthly staff performance coaching and daily staff feedback. Lead morning staff meetings.

• Protect the safety of self, workers, and Grand Targhee Resort guests.
• Report any potentially harmful equipment or situations to the immediate supervisor without delay.
• Report safety‑related accidents and incidents at once to immediate supervisor.
• Follow all company and department safety policies and procedures as outlined in the Resort’s Occupational Safety & Health Compliance Manual and department‑specific procedures or manuals.
• Operate equipment safely so that it will not lead to injury to yourself or others.
• Drive in accordance with the law and Grand Targhee Resort policies.

This position oversees Guest Service Representatives and Pool Attendants. Guest Services Leads are responsible for playing an active role in daily department responsibilities and event coordination. This role assists the department managers with seasonal performance coaching and is responsible for their team’s daily feedback and support.

Due to the nature of the recreation industry, we are in operation seven days a week. This includes weekends and holidays and there is no guarantee of hours. Flexible working hours may be required based on the business levels.

Prior guest service experience required, and experience in ski resort ticketing and/or event management preferred. Experience with RTP, Aspenware, and/or equivalent POS and online product platforms is a bonus. Event coordination experience preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prior guest service experience required.
• Computer skills required and must be confident in troubleshooting errors within our RFID product network.

Calculating discounts and percentages is a daily function of this role, as well as keeping a balanced till, managing event contracts and billing, and handling electronic and physical payments. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to accurately read and make measurements.

Fluency in English required. Spanish proficiency also preferred. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the…