Jackson Hole Mountain Resort
JOB DESCRIPTION
Position job Title: Ticketing & Guest Services Assistant Manager
Reports To: Guest Services Manager
Department: Tickets & Guest Services
Classification: Full Time Year Round
FLSA Status: Non-Exempt
GENERAL PURPOSE
To provide the highest level of guest service and customer care to all JHMR guests both internal and external. To ensure the professional and profitability operations of the JHMR Ticketing and Guest Services operations, while ensuring smooth and efficient sales of all JHMR products.
ESSENTIAL FUNCTIONS
- Oversee the daily operations of the Ticketing and Guest Services operational area including but not limited to answering multiple phone lines, taking reservations, checking and responding to voicemails, responding to emails and live chats, assisting guests in person, and working at the outdoor ticketing gates.
- Assist with interviewing and hiring for Ticketing & Guest Services department.
- Train and manage front line Ticketing & Guest Services employees
- Coordinate staffing for operational area. Manage fluctuations in staffing levels to balance payroll budget with weekly business volume projections. Create schedules, and adjust staffing based on daily circumstances. Create schedules that align with volume projections and operational budget.
- Designate daily work assignment to employees.
- Oversee daily communication flow, including daily staff meetings, special information and JHMR communications.
- Collaborate with other JHMR departments to ensure consistent, accurate information for guests.
- Assist staff in dealing with customers and difficult/irregular situations by using all available resources to solve guest problems and issues at the first point of contact.
- Responsible for managing a safe, quality work environment and maintaining equipment in good working order.
- Oversee refunding of tickets due to illness, injury, etc.
- Troubleshoot customers who are having difficulties purchasing JHMR products online.
- Oversee all pre-reservations for Mountain Sports School summer and winter products including but not limited to private lessons, camps, and group lessons.
- Constant communication with all Ticketing & Guest Services locations to coordinate staffing, operations and ensuring correct information is reaching the guests.
- When necessary, provide disciplinary actions to staff not meeting expectations. Regular communication with Ticketing and Mountain Access Manager as well as Human Resources when dealing with disciplinary actions to staff.
OTHER FUNCTIONS
- Work as a Ticket Agent as needed.
- Maintain contact with Marketing to keep all information correct and current.
Employees are held accountable for all duties of this job-
COMPETENCIES KNOWLEDGE, SKILLS, & ABILITY
- 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.
- Ability to adapt to changing situations.
- Self-motivated and have the desire to excel.
SUPERVISORY DUTIES
Number of Direct Reports: up to 15 part time and full-time seasonal employees
Number of Total Reports: up to 15 part time and full-time seasonal employees
WORK ENVIRONMENT This job operates in a primarily office setting, that uses computers and phones daily. Most work is completed in an indoor environment; however, outdoor work is required to oversee outdoor ticketing system, which will cause exposure to extreme temperatures and varying weather conditions.
PHYSICAL DEMANDS - Ability to sit for long periods of time at a desk, working on a computer and answering phones.
- Walking around the office when needed to assist and check on staff.
- Extensive use of fingers to type and perform other computer work.
- Hearing and ability to give and receive detailed information through oral communication at normal speaking level both in person and over the phone.
- Ability to drive a motor vehicle in varying weather conditions.
POSITION TYPE AND EXPECTED HOURS OF WORK This job is year-round full time, and typically works during daytime business hours any day of the week. The position may be required to assist any night shift employees. Schedules and hours may fluctuate depending on business needs.
REQUIRED EDUCATION AND EXPERIENCE - High School Diploma or GED equivalent.
- Two years guest services or sales experience, preferably in resort operations.
PREFERRED EDUCATION AND EXPERIENCE - College Degree in business, marketing or related field.
- Two years of management experience in guest services or sales, preferably in Ski Resort operations.
- Prior experience at Jackson Hole Mountain Resort desirable.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
AAP/EEO STATEMENT Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.