Ticketing Supervisor

Steamboat Ski Resort•Steamboat Springs, CO

15h•Onsite

About The Position

Be a leader in our Ticketing Operations team! This is an hourly position and is subject to overtime pay. Seasonal Steamboat- Ski Town, U.S.A. ® is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities.

Requirements

College degree or equivalent experience in the ski/service industry
Four (4) years of customer service experience
Two (2) years of use of RTP
Excellent computer skills
Resume required
College Degree preferred or equivalent in experience within ski industry or service based business
4 years in a customer service position
at least 2 years experience working with RTP
Proficiency in Microsoft Office Applications(Excel, Word, Outlook, etc.)
Excellent organizational, guest service and detail skills required
Diplomatic, professional self-starter who can make sound decisions, frequently, under pressure
Experience in creating, developing and implementing new projects based on company policy
Ability to adhere to all safety policies

Nice To Haves

Supervisory/Management Experience preferred
Desire to have a “fun” workplace while meeting and exceeding company and department goals

Responsibilities

Assist with daily operations of the Ticket Office, ensuring efficient workflows, staffing coverage, and exceptional guest service standards.
Serve as a primary point of escalation for guest concerns, resolving issues related to refunds, product fulfillment, reservations, operational policies, and service recovery.
Supervise and coach Ticket Office staff while fostering a positive, team-oriented work environment.
Conduct ongoing performance coaching, provide timely feedback, and participate in employee development, disciplinary conversations, and performance evaluations.
Develop, implement, communicate, and maintain department policies, procedures, and operational standards while ensuring compliance with company guidelines.
Serve as a departmental subject matter expert for RTP and related ticketing systems, maintaining integrations between Workday, RTP, and other business applications while identifying opportunities for process improvement and efficiency.
Coordinate and oversee daily ticketing programs, operational initiatives, and fulfillment processes to ensure accuracy and consistency within team.
Monitor labor utilization and staffing levels, adjusting schedules as necessary to align with business demands, budget expectations, and guest traffic patterns.
Provide leadership and floor support during peak operating periods, ensuring team members have the resources, information, and guidance needed to succeed.
Assist with continual training of staff on ticketing products, season passes, resort programs, operational policies, and customer service best practices while ensuring consistency in information provided to guests.
Ensure accuracy in ticketing transactions, refunds, exchanges, and product fulfillment activities.
Monitor operational performance, identify process improvement opportunities, and recommend solutions that enhance guest satisfaction, increase revenue, and reduce expenses.
Assist with the implementation of new ticketing products, business processes, software enhancements, and cross-departmental initiatives.
Act as Manager on Duty when assigned, making operational decisions and supporting resort-wide needs as required.
Maintain compliance and support all company policies, safety standards, and regulatory requirements.
Support a culture of Service Excellence by modeling company values, maintaining professional standards, and promoting accountability, teamwork, and continuous improvement.

Benefits

Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees
Discounted skiing and riding for friends and family of eligible employees
Vacation and Sick Time policies for eligible employees to rest, relax and recharge
Generous discounts on outdoor gear, apparel, rental cars, etc.
Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees.
Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health.
401(k) plan with generous company match
Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
Paid parental leave of up to 6 weeks for eligible employees
Free regional bus pass