Guest Services Supervisor

Job Title: Guest Services Supervisor

Department: Operations

Reports To: Guest Services Director

About Us

The Mighty Argo Cable Car (MACC) in Idaho Springs is a state-of-the-art cable car system that connects visitors to Colorado’s rich mining history, scenic mountain trailheads at Virginia Canyon Mountain Park, and breathtaking, panoramic views of the Colorado Rockies from Miner’s Point - a vibrant recreational complex featuring dining, an amphitheater, and year-round events and activities for all ages.

Position Overview

The Guest Services Supervisor plays a key operational leadership role responsible for overseeing daily guest services operations across ticketing, retail, and guest support areas. This role leads the Guest Services Associate team and helps ensure a smooth, welcoming, and efficient guest experience from arrival through departure.

Under the direction of the Guest Services Director, the Supervisor supports daily operational coordination, monitors guest flow, assists with service recovery, and helps maintain MACC brand and hospitality standards across all guest-facing areas.

This role also collaborates with Lift Operations, Retail, Food & Beverage, Facilities, and Events teams to support safe and well-coordinated daily operations in a high-volume tourism environment.

Join the team bringing guests to one of Colorado’s most unique mountain destinations!

Key Responsibilities

Guest Experience & Service Leadership

• Lead Guest Services Associates in delivering a welcoming, informative, and professional guest experience.
• Support efficient guest admissions and service operations that contribute to positive visitor experiences and overall revenue performance.
• Maintain a visible operational presence throughout guest areas to support guests and team members during peak visitation periods.
• Reinforce MACC hospitality and service standards across all guest-facing areas.
• Monitor queue lines and congestion points throughout the property to maintain organized guest flow.
• Anticipate guest needs, address service concerns, and support service recovery efforts, escalating complex situations to the Guest Services Director when necessary to maintain a positive visitor experience.
• Monitor guest services operations and staffing levels to support efficient guest throughput, accurate ticketing transactions, and overall visitor revenue performance.

Ticketing Operations

• Oversee daily ticketing and operations to ensure efficient guest throughput and accurate POS transactions.
• Train and support Guest Services Associates in ticketing operations, guest services, and cashier/POS transactions, ensuring adherence to cash handling procedures, reconciliation protocols, and internal control policies.
• Monitor guest flow and support queue management during high-volume visitation periods, adjusting staffing or escalating operational concerns to maintain efficient operations and a positive guest experience.
• Ensure Guest Services Associates communicate operational updates, ride timing, and wait time expectations clearly and consistently in alignment with MACC brand and service standards.

Operational Coordination & Guest Flow

• Coordinate guest movement through ticketing, queue areas, and gondola boarding zones in partnership with Lift Operations.
• Support operational adjustments during peak visitation periods, service disruptions, or weather impacts.
• Communicate operational priorities and guest updates clearly to frontline staff.
• Monitor property activity and escalate operational, safety, or facility concerns to leadership to support a safe and well-managed guest environment.

Retail Operations Support

• Supervise retail sales operations and support Guest Services Associates with retail sales and guest engagement.
• Ensure retail displays remain organized, well-stocked, and aligned with MACC brand presentation standards.
• Oversee ordering and inventory levels for guest services and retail supplies to ensure operational readiness and a positive guest experience. Communicate product shortages or guest requests to leadership.
• Assist with merchandising updates, seasonal displays, and retail organization.
• Support Guest Services Associates who assist with cashier/POS transactions at food & beverage outlets, ensuring adherence to cash handling procedures and coordination with the Food & Beverage team.

Special Events Support

• Support guest services operations during amphitheater events, concerts, and special programming at Miner’s Point, helping ensure organized guest flow, admissions support, and positive visitor experiences.
• Coordinate with Events, Lift Operations, Food & Beverage, and Facilities teams to ensure guest services staffing and operational readiness for scheduled events.

Team Leadership & Staff Development

• Supervise and support the Guest Services Associate team during daily operations.
• Prepare and manage work schedules for Guest Services Associates, ensuring appropriate staffing levels to support daily operations, peak visitation periods, and service standards.
• Monitor team attendance and respond to call-offs or scheduling gaps by coordinating shift coverage to maintain appropriate staffing levels and service standards.
• Provide ongoing coaching, training, and feedback to reinforce MACC service standards and operational expectations.
• Assist with hiring, onboarding, and training of new Guest Services Associates.
• Support performance management processes for Guest Services Associates, including documentation and escalation of performance concerns to the Guest Services Director when appropriate.
• Conduct shift briefings to communicate daily priorities, operational updates, and service expectations.
• Foster a positive, collaborative, and guest-focused team culture.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Duties may change as the needs of the organization evolve.

Required Qualifications

• Associate’s degree in hospitality, tourism, business, or a related field preferred, equivalent experience considered.
• 3 years of supervisory or leadership experience in hospitality, tourism, attractions, retail, or guest service operations.
• Ability to manage competing operational priorities while maintaining strong guest service and team leadership in a fast-paced environment.
• Experience with POS systems, ticketing systems, or retail operations preferred.
• Demonstrated ability to lead and support frontline teams in fast-paced environments.
• Familiarity with guest flow management and high-volume tourism environments.

Compensation

• $30.00 - $32.00/hour, commensurate with experience.
• Full-time, Non-exempt.
• Paid Biweekly

Benefits (Available for Eligible Employees)

• Employer-paid health, dental, and vision insurance
• Short-term and long-term disability, life, and AD&D insurance
• 401(k) with a 3% company match
• Paid time off (vacation and sick)
• Ability to advance and grow professionally

Working Conditions

• Position is based on-site in Idaho Springs, Colorado.
• Work is performed in both indoor and outdoor environments including plaza areas and mountain conditions.
• Requires standing and walking for extended periods.
• Requires working weekends, holidays, and peak tourism periods.
• High guest traffic and activity levels during peak seasons and events.

Applications will be accepted until the position is filled, but no later than May 15, 2026.

Last Revised: 03.21.2026

Professional Standards & Conduct

All employees in this role are expected to uphold the following standards of professional conduct at all times:

• Conduct themselves in a prudent and professional manner that does not attract negative publicity or a negative reputation in the community or industry. This includes, by way of example and not limitation: not defaulting on any legal or contractual obligations; refraining from dishonest, illegal, fraudulent, negligent, reckless, harassing, violent, threatening, unethical, or immoral conduct; refraining from the use of illegal substances or the abuse of drugs or alcohol, including public intoxication; refraining from engaging in excessive litigation; and not declaring or filing for bankruptcy.
• Not engage in any conduct that may harm, damage, or adversely affect the goodwill, value, reputation, good name, business, or operations of the Company, or the Company’s officers, directors, owners, or employees.

Equal Opportunity Statement

Miner’s Point Ventures, LLC and the Mighty Argo Cable Car are equal opportunity employers and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

Pay: $30.00 - $32.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $30 - $32