Jackson Hole Mountain Resort

JOB DESCRIPTION

Position job Title: Ticketing & Mountain Access Manager

Reports To: Guest Experience Director

Date Prepared: April 2024

Department: Tickets & Mountain Access

Classification: Full Time Year Round

FLSA Status: Exempt

GENERAL PURPOSE

Lead the Ticketing and Mountain Access department for Jackson Hole Mountain Resort with a focus on providing excellent guest service both external and internal, increasing revenue, and ensuring professionalism and compliance with policies.

ESSENTIAL FUNCTIONS

• Lead the Ticketing and Mountain Access Department including all product sales, software knowledge (RTP/ONE), operation of Point of Sale terminals, general JHMR and destination information.
• 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. 
• Oversee Lost and Found for JHMR to maintain integrity of property storage and within policy.
• Manage and inspire the team in a collaborative environment to provide excellent service through teamwork and positive, professional interactions. 
• Hire, manage performance, and provide feedback to direct reports and ensure every team member is working towards achieving departmental goals.
• Train staff members to ensure accurate knowledge of JHMR product offerings and other pass-related products such as Mountain Collective and Ikon.
• Oversee scheduling and staffing of all operational areas. 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. 
• Oversee payroll, daily managerial functions, including opening and closing procedures, daily accounting, and security of money.
• Oversee daily communication flow, including daily staff meetings, special information and JHMR communications. Manage constant communication with all Ticketing and Mountain Access locations to coordinate staffing, operations, and ensuring correct information is reaching the guests. 
• Collaborate across departments related to ticketing, operations, guest recovery, and other cross-functional operations.
• Collaborate with other JHMR departments to ensure consistent, accurate information for guests. 
• Upsell/cross sell JHMR and promoting offerings of JHMR. Coordinate with the Marketing Department, RTP team, and other departments to ensure the accuracy of product and operational information.
• Resolve guest billing issues and other related issues. 
• Manage ticketing media (JCards, JCard Lights, Key Tix Flow, wristbands) for all JHMR outlets.
• Draft and manage the budget for this department
• Manage all aspects of on-mountain operations for RFID gates for mountain access and communicate any issues across departments.
• Responsible for ensuring Mountain Access team is checking all season passes and all lift ticket products for fraudulent use. This includes that Ikon and Mountain Collective passes are working as well as checking for fraudulent use. 
• Work alongside Ski Patrol, Lift Operations, and Valley Dispatch to make sure the mountain is safe to open and monitor lift operations throughout the day and staying informed of daily operations.
• Responsible for managing a safe, quality work environment and maintaining equipment in good working order, including but not limited to Skiosk Pick-Up boxes and Skidata RFID gates. 

OTHER FUNCTIONS

• Work as a Ticket Agent as needed.
• Support the Merchant Program through JH Air with sales, compliances, and correspondence. 
• Assist Sales Departments with ticket fulfillment winter/summer for lodges, wholesalers, groups, and events.
• Support the team to respond to all relevant email addresses associated with ticketing. 
• Assist the Marketing Department with the facilitation of athlete passes as well as vendors/PR tickets. 

-- Employees are held accountable for all duties of this job—

COMPETENCIES

KNOWLEDGE, SKILLS, & ABILITY

• Strong leadership, communication, and training skills.
• Outstanding organizational skills.
• Valid driver’s license.
• Strong guest service focus with positive guest and team interactions.
• Strong information technology skills and ability to use and learn different softwares. 
• Proficiency with Microsoft Office Suite. 
• Strong interpersonal skills with a focus on professionalism in appearance and communication. 
• 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. 
• Self-starter who is able to work individually and collaboratively. 
• Intermediate or above skiing and/or snowboarding ability. 

SUPERVISORY DUTIES

Number of Direct Reports: up to 4 full time employees

Number of Total Reports: up to 70 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 and outdoors 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. Work on holidays is also required. Schedules and hours may fluctuate depending on business needs. 

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or GED equivalent. 
• Minimum three years guest services or sales experience.
• Two years of management experience in guest services or sales, preferably in ski resort operations. 
• Prior mountain resort operations experience. 

PREFERRED EDUCATION AND EXPERIENCE

• College Degree in business, marketing or related field. 
• 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.