Cog Ticket Office Supervisor

The Broadmoor Hotel's Talent Acquisition Team • Manitou Springs, CO

3d • $18

About The Position

The Broadmoor is committed to creating a culture of family and community while simultaneously providing a genuine, unforgettable experience for our guests and team. This role will play a key part in continuing to uphold our reputation and providing exceptional service to our guests.
As a member of the Cog Railway team, you will be assisting fellow Ticket Office Supervisors, Lead Ticket Agents and Ticket Agents by assisting customers with the booking aspect of their Cog Railway experience. This role will support customers in person, on the phone, online or a combination of these. Answer customers' questions, make travel suggestions, book tickets and scan tickets as passengers board the trains.
Our employees represent the Broadmoor brand and are Ambassadors of our Forbes Five-Star and AAA Five Diamond Standards. Learn more about Broadmoor here.

Requirements

• High school diploma or General Education Degree (GED). Equivalent or a combination of education and experience will be considered.
• Valid Drivers License required as you may need to transport guests
• Any employee driving a Broadmoor vehicle must be 18 years or older
• The employee is occasionally required to lift/pull/push up to 25 pounds and will be working in conditions that are both inside and outside at times.
• Work schedule is non-standard. Weekends and holidays required, some night and early morning work may be required. Work load is seasonable with peak work coming in the summer between Memorial Day and Labor Day.
• Enthusiastic, friendly, and energetic team member who works well with others
• Strong interpersonal communication skills
• Reasonable accommodations will be made for individuals with disabilities

Nice To Haves

• Previous supervisory experience a plus
• Ideal candidate will have previous experience with providing exceptional customer service
• Experience handling cash a plus

Responsibilities

• Ensure that all ticket agents are properly trained in ticket office duties and procedures and assist them as needed.
• Delegate and supervise daily ticket agent duties such as checking and responding to voicemail, responding to customer emails, answering phone calls and handling the ticket window.
• Coordinate ticket agent lunches/breaks to ensure that they are taken and cover for dispatcher while they take lunch as needed.
• Assist with Broadmoor packages and special reservations as needed.
• Assist with Group Sales payments.
• Coordinate and oversee the creation of Ticket Office S.O.P.s, with Reservations Manager.
• Assist with responses to guest review on Yelp, Trip Advisor, etc.
• Assist with ticket office staff scheduling as needed.
• Sell tickets, handle cash and credit cards.
• Utilize RocketRez reservation and ticketing system.
• Responsible for making proper reservations for the Cog Railway.
• Responsible for cleanliness of work area.
• Clean depot, curio shop, parking areas, rest rooms, waiting areas, and any other private or public area, as required.
• Must be able to communicate politely and effectively in person and by phone.
• Direct customers to boarding areas on depot platform
• Assist with ticket scanning as customers board trains
• Knowledgeable about general Cog Railway information and frequently asked questions in order to assist customers and enhance their experience.
• Willingness to work in a fast-paced, team-oriented environment
• Uphold and abide by all Broadmoor policies, procedures, and safety guidelines
• Other duties as assigned

Benefits

• Benefits – Employees are offered expansive benefits including Health & Dental, 401k, local discounts. Please click here for a comprehensive list of benefits.
• Career Development – We invest in our employees! As a member of the team, you will have the opportunity to grow your career. Whether pursuing career advancement, personal growth, or seasonal employment, we provide training and development opportunities to prepare you for your current role and future career.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED