Guest Services Supervisor

Boyne Resorts • Snoqualmie Pass, WA

10d

About The Position

The Guest Services Supervisor is a front-line operational leader responsible for the day-to-day performance of the Guest Services team across all base area locations. Reporting to the Senior Manager of Guest Services, the supervisor manages shift-level staffing and workflows, resolves elevated guest issues, coaches and develops team members, and ensures consistent, accurate service aligned with brand standards. The role aims to build a confident and consistent team that resolves problems before they escalate, meets standards, and ensures guests feel heard and well-served.

The Summit at Snoqualmie is part of Boyne Resorts, a family-owned independent mountain resort company guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Requirements

• Proven leadership or supervisory experience in a guest-facing or customer service role.
• Strong organizational and decision-making abilities in high-pressure environments.
• Excellent verbal and written communication skills.
• High proficiency with computers, CRM systems, and point-of-sale platforms.
• Experience handling escalated guest concerns with professionalism and tact.
• Detail-oriented, with excellent time management and multitasking skills.
• Must be at least 18 years of age.

Nice To Haves

• Experience with Salesforce Service Cloud and RTP Point of Sale.
• College coursework or formal leadership training.
• Bilingual or multilingual ability.

Responsibilities

• Ensure guest-facing areas are welcoming, clean, and reflect Summit brand standards.
• Communicate regularly with the Senior Manager regarding team performance, guest trends, and operational needs.
• Collaborate with Ticket Scanning, Marketing, and Contact Center departments to align guest messaging and service expectations.
• Uphold and enforce safety protocols and workplace procedures.
• Perform administrative duties, including reporting and file management.
• Manage daily staffing, breaks, and workflow coverage to meet guest service standards.
• Oversee proper use and maintenance of the RTP Point of Sale system and guest ticket/pass systems.
• Conduct spot checks to ensure accuracy in ticket/pass issuance and lost and found operations.
• Assist with scheduling, timekeeping, and performance feedback in collaboration with the Senior Manager.
• Provide hands-on support during peak hours and as needed across all base areas.
• Perform other duties as assigned.
• Maintain a calm and composed demeanor while de-escalating challenging guest situations.
• Model professionalism, positive energy, and a guest-first attitude in every interaction.
• Lead, mentor, and support Guest Services Specialists and Leads in delivering high-quality guest experiences across service channels.
• Train new hires and provide ongoing coaching and support to team members.
• Monitor team performance, address performance issues directly, and foster communication and collaboration through regular check-ins.
• Act as the primary contact for elevated or complex guest issues, resolving concerns promptly and professionally using sound judgment and available tools.
• Support frontline staff during high-volume periods to maintain service quality.

Benefits

• All employees may contribute to the 401(k); employees who work 1,000 hours in a calendar year qualify for the discretionary match, subject to a two-year vesting cliff.
• Sick time accrues at one hour per 40 hours worked, up to 64 hours per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed