Guest Serv Supervisor 2026/27

Summary of Job Purpose

The Guest Services Supervisor supports the Guest Services Director in the daily operation of the department, producing a positive work environment and promoting a guest-focused and sales-oriented atmosphere while maintaining secure cash handling practices, staff training guidelines and adhering to the department budget.  This position assists in the supervision of Ticket Sales, Special Tickets, Guest Services, Mountain Host Staff, and Rental Department support to ensure a professional, positive and seamless guest experience. This position also supervises Season Pass sales.  The successful candidate works closely with department staff to organize, prioritize and multi-task in a fasted paced, changing environment. This position requires the ability to work closely with other resort departments to provide guests with the best possible experience. This is a KEY member of the Dodge Ridge team. 

Job Duties and Responsibilities

This job description is intended as a summary of the primary responsibilities of and the qualifications for the position. The job description is not intended to be inclusive of all duties an individual in the position might be asked to perform or of all the qualifications that may be required now or in the future. We will not ask you to perform a task that is inherently unsafe or that you are not adequately trained to perform. When we do ask for your assistance with any job, we expect an enthusiastic and cooperative response.

• Train Guest Service staff on POS operation, rules, products, sales techniques/procedures, guest service techniques, cash handling and other related training requirements.
• Positively assist staff and guests with guest service needs and problem solving.
• Staff development to include, sales driven commitment, voucher redemption accuracy, resort wide product knowledge and department guidelines and rules.
• Assist with the development and progression of the Guest Services Department training, including documentation of training techniques, implementation and evaluating effectiveness.
• Assist with Resort-wide Guest Service training; including interdepartmental staff training and discussion to increase Resort’s staff overall awareness of exceptional Guest Service and techniques.
• Assist Department Director with presenting weekly staff training and safety meetings.
• Work closely with the Guest Services Director to assist with project completion, department scheduling requirements, sales incentive programs and other related topics.
• Assist with Snowsports School guest service situations, creating a positive guest experience. 
• Assist Rental Supervisor as necessary and on Rental Supervisors days off to ensure operational expectations are met.
• Supports POW team either directly or to lend resources to support critical area needs.
• Supports HR Director when necessary to complete HR administrative tasks. 
• Positive staff recognition and appreciation actions. 
• Ensure all required release forms have been fully completed by guests and staff, organize and file related forms.
• Supervise staff to develop a highly organized guest experience.
• Operate POS when required and become effective at identify Siriusware problems or improvements and suggesting resolutions.
• Work with the Accounting Office to assist with problem solving and effectively identifying staff POS errors.
• Maintain POS station readiness and a clean and well-stocked work environment.
• Monitor sales transactions to ensure accuracy and accountability.
• Supervise in-season Season Pass sales.
• Maintain well-organized customer files pertaining to Season Pass sales, Employee Family tickets and shop program.  

·         Issue Employee Passes in accordance with company policy.

·         Monitor all lost/replacement tickets and ticketing refunds. 

·         Work closely with the Accounting Office to resolve overdue Saved Sales transaction

Job Qualifications

§  Prior resort industry POS, sales and cash handling experience required

§  Prior supervisory experience required. 

• Excellent organizational skills, possess ability to work in a fast paced, task-oriented environment and maximize use of time

§  Excellent communication skills, written and verbal.

• Ability to remain calm and tactful under extreme pressure.
• Must be able to complete clerical and administrative duties related to retail department.
• Proficiency using Microsoft Office
• Must be well groomed and present a good public image.

§  Heavy and awkward lifting of up to 50 lbs.