Guest Services Supervisor

Staff & Department Oversight

• Oversee all day-to-day operations of the Guest Services Department
• Supervise, support, and mentor Coordinators and Guest Services Agents
• Work alongside the Guest Services Manager to ensure all staff are effectively trained, scheduled, and supported in the sale of tickets, season passes, Escape Cards, and related products.
• Provide ongoing training in procedures, customer service, and POS systems
• Conduct performance conversations and corrective action in alignment with company policy, in consultation with the Guest Services Manager
• Exercise authority in scheduling, task delegation, and daily operational decisions within the department
• Communicate and implement new initiatives and directives from management
• Maintain payroll records and ensure staff compliance with company policies and expectations
• Coordinate uniform standards, including enforcement of dress code and name tags

Cash Handling & Financial Operations

• Balance the main safes and oversee float distribution across departments
• Organize and monitor bank and coin runs; ensure sufficient cash-on-hand
• Review, verify, and balance all departmental cash-outs; coordinate daily consolidated deposits
• Ensure accurate ticket pricing, discount settings, and complimentary file updates in RTP
• Troubleshoot RTP and POS issues in collaboration with internal and vendor support teams

Sales, Distribution & Inventory Management

• Organize and distribute third-party and consignment tickets (e.g., hotels, tour operators, ski shops)
• Monitor ticket and product inventory; restock season passes, vouchers, SM/FS cards, gift certificates, and bus tickets
• Support POS and credit card machine function and maintenance
• Assist with special group sales, including race events, by organizing tickets for racers and coaches

Guest Relations & Support

• Champion a guest-first culture by setting the tone for service excellence
• Support team in handling escalated guest issues, complaints, or incidents
• Serve as point-of-contact for sensitive lost and found items (wallets, phones, etc.), including coordination with police after 48 hours
• Act as a point of contact for front-line response during resort emergencies or unexpected disruptions, including weather closures or power outages; coordinate guest communication and service continuity
• Respond promptly to operational challenges such as power outages or high-volume issues