Cog Railway - Ticket Agent (Seasonal)

The Broadmoor•Colorado Springs, CO

11d

About The Position

The Ticket Agent serves as a frontline ambassador for the Cog Railway, helping guests purchase tickets and make reservations for their mountain adventure. The role provides customer support in person, by phone, and online by answering questions, recommending travel options, processing bookings, and delivering guest service intended to create a seamless and memorable experience. The agent supports ticket sales and boarding, maintains a clean and welcoming ticket office and surrounding public areas, and works with operations and guest services teams to support smooth daily operations and accurate guest communications. The role requires compliance with The Broadmoor’s guidelines, operational procedures, safety policies, and service standards. The agent is also expected to learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets. Additional duties may be assigned, and reasonable accommodation will be provided for individuals with disabilities.

Requirements

High school diploma or GED equivalent.
Ability to manage high-volume walk-up, phone, and digital reservation queues simultaneously.
Strong verbal and written communication skills for phone calls, emails, and face-to-face guest interactions.
Ability to work as a team player and collaborate positively with colleagues.
Excellent negotiation and conflict-resolution skills, and ability to work in a fast-paced environment.
Ability to lift, pull, or push up to 50 pounds with assistance and proper safety practices.
Flexible schedule, including weekends and holidays, and availability during peak tourist seasons as required by the calendar of events.

Nice To Haves

Previous hospitality or administration experience is highly preferred; an equivalent combination of relevant education and professional background will be considered.

Responsibilities

Assist guests in person, by phone, and online with booking Cog Railway tickets and excursion packages.
Answer questions about schedules, ticket options, and travel itineraries, and provide personalized recommendations.
Process individual and group ticket sales, accurately handling cash, credit card, and other payment transactions.
Use reservation systems such as RocketRez to create, modify, and confirm guest bookings.
Direct passengers to boarding locations and scan tickets during boarding.
Deliver guest service reflecting Forbes Five-Star and AAA Five Diamond hospitality standards.
Resolve guest concerns professionally and efficiently.
Maintain a clean, organized, and welcoming ticket office, window area, and surrounding public spaces.
Collaborate with operations and guest services teams to support smooth daily operations and accurate guest communications.
Comply with The Broadmoor’s guidelines, operational procedures, safety policies, and institutional standards for excellence.
Learn about The Broadmoor’s history, estate grounds, wilderness properties, culinary offerings, and retail outlets.
Perform other duties as assigned.