Under the direction of the Director of Guest Services, oversees daily operations of resort season pass and ticket sales operations and services and staff.  Works closely with a variety of other resort departments to maintain and increase departmental effectiveness while providing outstanding customer service.  

Position Functions / Areas of Responsibility

• Provide leadership to the department and within the resort.
• Constantly provide and drive towards excellence in customer service.
• Manage all aspects of Ticket Office operations, including the season pass office and 3 day ticket locations around the resort.
• Manager department staff including selecting, training, coaching and performance management.
• Develop and maintain departmental key performance indicators and measure them regularly.  Responsible for daily revenue tracking for all ticket/pass sales.
• Work effectively with resort’s software management group to drive improvements to ticket systems and products.
• Work collaboratively and effectively with many resort departments including: mountain operations, marketing, human resources, IT and accounting.  
• Carry out all activities consistent with corporate values: safety, employees, results, vision, integrity, customers and the environment.
• Oversee daily auditing of staff.
• Perform other duties as assigned

Interactions

• Must have the ability to interact at any time with guests and other employees in a pleasant manner and maintain good working relationships with others and all departments at Snowbird.

Education & Experience Requirements

• High School Diploma or equivalent required.
• College degree in related field preferred.  Additional related work experience may be substituted for education.
• 3-5 years of job-specific work experience with demonstrated competence.

Specific Requirements

• Must be at least 21 years of age.

Skills & Knowledge

• Demonstrated financial management skills, including P&L, budget, reporting, forecasting and other data analysis.
• Experience in the ski resort operations and working with ticketing software, Siriusware or comparable ticket software systems is preferred.
• Must possess a natural intuitiveness to working with end-users computer applications.
• Must be highly proficient in MS Office products including, Excel, Outlook and Word.
• Requires the ability to communicate orally and in writing with strong grammar, punctuation and spelling skills.
• Necessitates the ability to work well with co-workers and others in a close, structured environment.
• Ability to handle, process, maintain and protect guest personal information, including credit card information, in compliance with all company or department policies and procedures according to PCI rules and requirements. This includes privacy and confidentiality, reporting, storage and disposal of sensitive information.  
• Will not share or disclose any guest personal or financial information to anyone unless authorized by the guest, manager or company or unless disclosure is permitted within departmental policies and procedures.  
• Successful track record in leadership and management in a consumer focused ski resort business is essential, ticket office experience a plus.
• Demonstrated ability to plan, organize, lead and control, resulting in successful outcomes, on-time and on-budget, without regular supervision and guidance.
• Ability to analyze business processes, understand root cause of people and process issues, and implement changes for improved efficiency and effectiveness.
• Employee management experience is essential, ability to maintain a driven, cohesive and skilled ticket office staff.
• Track record of successfully creating/adopting, implementing and monitoring guest service initiatives, requiring advanced skill in interpersonal relations.
• Ability to multi-task, prioritize and meet deadlines in a fast paced environment with constant interruptions.
• Knowledge and understanding of PCI DSS, including the safe and secure handling and maintenance of personal, financial and credit card information of guest/customers.
• Must be able to plan and implement daily, monthly and yearly workloads and programs. This position requires a high degree of computer use on a daily basis. Applicant must possess excellent organizational and communication skills.

Work Schedule

• Shifts vary, may be early morning or late evening, weekends, holidays, depending on business levels.

Working Conditions

• Must be prepared to stay overnight if necessary on occasional times of road closures.
• May experience unusual stress from high business volumes, deadlines, continual work with public, winter conditions, snow night requirements and commuting to/from Snowbird.
• Must be able to lift 25+ lbs.
• Must be able to stand for long periods of time.
• General office environment with limited physical activity.
• Work is routine in pleasant, comfortable surroundings.  General office conditions prevail.  
• Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.

   
All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.