Cog Railway Ticket Office Supervisor

The Broadmoor•Colorado Springs, CO

4d•Hybrid

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 supervise and assist Lead Ticket Agent and Ticket Agents with assisting customers with the booking aspect of their Cog Railway experience. 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. Complete other special assigned duties as needed. Our employees represent the Broadmoor brand and are Ambassadors of our Forbes Five-Star and AAA Five Diamond Standards.

Requirements

High school diploma or General Education Degree (GED).
Equivalent or a combination of education and experience will be considered.
Basic computer and typing skills
Ability to communicate politely and effectively in person and by phone
Valid Driver's License required
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.
The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl.

Nice To Haves

Previous supervisory experience a plus
Customer service experience a plus
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 Asst. Traffic Manager and Traffic Manager.
Assist with responses to guest reviews 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.
Direct customers to boarding areas on depot platform.
Assist with ticket scanning as customers board trains.
Maintain knowledge about general Cog Railway information and frequently asked questions in order to assist customers and enhance their experience.
Other duties as assigned.