Guest Services Manager

Make work your adventure at Beech Mountain Resort. We are a community of adventurers and outdoor enthusiasts committed to providing once in a lifetime experiences for both our guests and employees. Our team is made up of dedicated, compassionate, and hardworking individuals who take pride in delivering exceptional outdoor experiences in a fast paced mountain environment. At Beech Mountain Resort, guest experience is at the center of everything we do. We believe in listening to our guests, treating people with patience, fairness, kindness, professionalism, and respect, and approaching every interaction with open ears and a helpful attitude. We understand that memorable guest experiences are built through empathy, communication, problem solving, and genuine care for others. Join us and become part of a team that values teamwork, professionalism, positivity, and a passion for the mountains.

The Guest Services Manager leads all front line guest experiences at Beech Mountain Resort, overseeing ticket and season pass sales, group bookings, guest communications, conflict resolution, and supporting the lodging department with reservation management, homeowner communication, and sales related duties. This position plays a major role in shaping the guest experience and supporting the daily operation of one of the busiest departments at the resort.

We are looking for a professional, outgoing, and kind leader who is a fast learner, an excellent communicator, and brings positive energy to every interaction. The ideal candidate is calm under pressure, organized, solution oriented, and capable of handling challenging situations with professionalism and empathy. Successful candidates must be able to professionally diffuse guest concerns, remain patient during high stress situations, and avoid taking difficult interactions personally. This role requires emotional maturity, resilience, adaptability, and the ability to maintain composure in fast paced customer service environments.

This is a winter seasonal position running from November through March, ideal for a college student, recent graduate, or anyone looking for a seasonal opportunity in a lively and supportive environment with opportunities to grow professionally while working in the ski and snowboard industry.

Responsibilities:

• Oversee and support daily ticket and season pass sales operations
• Help manage a high volume guest communication center handling up to 2,000 calls daily during peak season
• Lead, motivate, mentor, and support a Guest Services team of approximately 20 employees
• Train staff on patience, empathy, professionalism, and effective guest communication techniques
• Manage group bookings and coordinate thoughtful and memorable guest experiences
• Resolve guest concerns calmly and professionally while maintaining a positive atmosphere
• Handle inbound calls, emails, and online chats promptly, thoroughly, and professionally
• Serve as a role model to the enitre resort team by leading with professionalism, positivity, and enthusiasm
• Support the lodging department by assisting with reservation management, homeowner communications, and sales related activities to help drive revenue and guest satisfaction
• Work collaboratively with lodging, ski school, rentals, food and beverage, and other resort departments to deliver exceptional overall guest experiences
• Learn and navigate multiple technology systems including ticketing, lodging, communication, and reservation platforms
• Maintain a calm, organized, and approachable presence during busy operational periods and holiday weekends
• Professionally handle guest complaints, escalated situations, and conflict resolution with patience and emotional intelligence
• Recognize opportunities to improve guest experiences while supporting company policies and operational procedures
• Foster a positive, team focused environment centered around hospitality, accountability, and guest care
• Support guests with a genuine passion for skiing, snowboarding, mountain culture, tourism, and outdoor recreation
• Assist with staffing support, scheduling coordination, operational communication, and day to day department leadership responsibilities
• Help create a welcoming environment where guests and employees feel valued and supported

Requirements or Qualifications:

• Exceptional listening, communication, and interpersonal skills
• Strong conflict resolution and mitigation abilities with the confidence to professionally handle difficult guest interactions
• Ability to remain calm under pressure and professionally diffuse high stress situations with patience and empathy
• Candidates should be able to remain calm, professional, and solution oriented in high pressure situations without becoming easily overwhelmed or taking guest interactions personally
• This role requires emotional maturity, patience, and the ability to professionally handle stressful situations, guest complaints, and fast paced operational challenges
• Successful candidates must be resilient, adaptable, and capable of handling difficult conversations calmly and professionally in a high volume environment
• Individuals who thrive under pressure, communicate professionally during conflict, and maintain a positive attitude in challenging situations will succeed most in this role
• This position is best suited for someone who can remain level headed, composed, and professional during busy operations and difficult guest interactions
• Capable of independently managing guest interactions and resolving issues to ensure a high level of satisfaction
• Strong leadership skills with the ability to motivate, mentor, and support a team in a fast paced environment
• Professional, friendly, approachable, and service oriented demeanor
• Quick to learn and adapt in a fast paced operational environment
• Excellent problem solving and critical thinking skills
• Highly organized and detail oriented with strong multitasking abilities
• Comfortable working in high volume customer service environments during weekends, holidays, and peak operational periods
• Proficiency in Google Workspace and Microsoft Office Suite
• Experience learning and navigating multiple technology systems quickly and efficiently
• Four wheel drive, AWD, or snow chains preferred
• Passion for customer service, skiing, snowboarding, mountain recreation, or the outdoor industry preferred
• Previous guest services, hospitality, tourism, lodging, or customer service leadership experience preferred
• Ability to accept feedback professionally and lead difficult conversations with maturity and confidence