Ticketing & Guest Services Assistant Manager - Year Round
About The Position
The Ticketing & Guest Services Assistant Manager oversees daily operations of Jackson Hole Mountain Resort’s Ticketing and Guest Services operational area and helps ensure professional, profitable, smooth, and efficient sales of resort products. The role provides high-quality guest service and customer care to internal and external guests while coordinating operations across Ticketing and Guest Services locations. The assistant manager supports hiring, trains and manages front-line employees, coordinates staffing and schedules, assigns daily work, and adjusts staffing according to business volume and operational budgets. The role oversees staff communications, collaborates with other departments to keep guest information accurate, helps employees resolve guest concerns, and maintains a safe, quality work environment and equipment. The assistant manager also oversees certain ticket refunds, addresses employee performance and disciplinary matters in coordination with the Ticketing and Mountain Access Manager and Human Resources, maintains contact with Marketing, and works as a Ticket Agent when needed.
Requirements
- Valid driver's license.
- Strong work ethic, leadership, and guest service skills.
- Outstanding organizational skills.
- Strong information technology skills and ability to use and learn different software.
- Proficiency with Microsoft Office Suite.
- Strong interpersonal skills.
- Strong verbal and written communication skills.
- Knowledge of sales techniques and money management.
- Ability to stay calm under pressure and adapt to changing situations.
- Self-motivated, with a desire to excel.
- Ability to drive a motor vehicle in varying weather conditions.
- High school diploma or GED equivalent.
- Two years of guest services or sales experience; resort operations experience is preferred.
Nice To Haves
- College degree in business, marketing, or a related field.
- Two years of management experience in guest services or sales, preferably in ski resort operations.
- Prior experience at Jackson Hole Mountain Resort.
Responsibilities
- Oversee daily Ticketing and Guest Services operations, including phone lines, reservations, voicemail, email, live chat, in-person guest assistance, and outdoor ticketing gates.
- Assist with interviewing and hiring department employees.
- Train and manage front-line Ticketing and Guest Services employees.
- Coordinate staffing and manage staffing levels in line with payroll budgets and weekly business-volume projections.
- Create and adjust schedules based on volume projections, operational budgets, and daily circumstances.
- Assign daily work to employees.
- Oversee daily communications, including staff meetings and distribution of special information and resort communications.
- Collaborate with other resort departments to ensure guests receive consistent and accurate information.
- Assist staff with customer concerns and difficult or irregular situations, using available resources to resolve issues at the first point of contact.
- Maintain a safe, quality work environment and keep equipment in good working order.
- Oversee ticket refunds related to circumstances such as illness or injury.
- Communicate with Ticketing and Guest Services locations to coordinate staffing and operations and ensure accurate guest information.
- Provide disciplinary action when necessary and communicate regularly with the Ticketing and Mountain Access Manager and Human Resources about disciplinary matters.
- Work as a Ticket Agent when needed.
- Coordinate with Marketing to keep information correct and current.
Benefits
- Free winter ski pass and summer activities pass for the employee, spouse, and qualifying dependent children.
- Medical and dental insurance.
- 401(k) with company match.
- Paid time off (PTO) and sick pay.
- Health and flexible spending accounts (HSA/FSA).
- Free life and AD&D insurance.
- Free life insurance for the employee's spouse and dependent children.
- Discounts at JHMR Food & Beverage outlets.
- Discounts at JHMR Retail/Rental/Repair locations.
- Gear and apparel pro deals through ExpertVoice, Outdoor Prolink, and JHMR partners.
- Discounted daycare and Kid’s Ranch.
- Free START bus pass and 100% reimbursement for a START Bus commuter pass to Teton Valley, ID and Star Valley, WY.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
