Ticket Office Lead

POSITION SUMMARY/PURPOSE:

To lead daily operations of the ticket/season pass sales office. Assist in the development and sales of all season pass and lift ticket products. Maintain a strong team to ensure exceptional guest service.

ESSENTIAL FUNCTIONS:

• Sell season passes, multi-day products, and daily lift tickets.
• Utilize resort system (Axess/Clics) for product development, selling, reporting, etc.
• Assist Marketing & Sales Supervisor to train all departments that sell daily lift tickets.
• Responsible for handling guest service issues such as refund requests, complaints, and season pass/ticket problems.
• Responsible for revenue control for all lift tickets and season pass products, verifying all on-mountain access.
• Reconcile daily deposits and deliver to cash room.
• Assist with implementing departmental policies, goals, objectives, and procedures, conferring with company officials and staff members as necessary.
• Assist in enforcing dress standards, state, and federal employment codes.
• Be knowledgeable of company policies regarding personnel and administer prompt, fair and consistent corrective action for all violations of company policies, rules, and procedures.
• Assure compliance with established company safety procedures and employee policies.
• Resolve personnel, operational and guest issues independently.
• Work with Marketing department to ensure planned, coordinated and executed sales events for products.
• Review the invalid scan reports and report anomalous and/or fraudulent activity.
• Communicate goals and objectives and inspire employees to achieve those goals.
• Direct and coordinate department's financial and budget activities to fund operations, maximize investments, and increase efficiency.
• Review activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost control and program improvement.
• Prepare all required paperwork, including forms, reports, and schedules in an organized and timely manner.
• Monitor and purchase all required ticket and office supplies for the department.

OTHER FUNCTIONS:

• Coordinate daily team and weekly safety meetings.
• Assign an acting member of the safety committee representing the Ticket Office.
• Assist with other duties as assigned.

CUSTOMER SERVICE/GUEST RELATIONS:

Key public interaction position. Develop and maintain positive public perception of the department/company. Must have the ability to inspire, train, develop and instill a guest service attitude in all employees.

QUALIFICATIONS:

Skills

• Strong communication ability (both written and verbal).
• Strong leadership skills.
• Ability to influence others to perform their jobs effectively and to accept responsibility for decisions.
• Must be able to function with minimum supervision.
• Ability to make critical decisions while following company procedures, and to reason and react with quick, thoughtful judgment, while remaining calm under pressure.
• Superior interpersonal and organizational skills.
• Ability to perform in a stressful, noisy and/or crowded environment.
• Ability to maintain an orderly and professional work area.
• Basic computer skills utilizing Microsoft Office products and company systems.
• Detail oriented and strong organization skills.
• Ability to develop and maintain strong guest and employee relations.

Education/Certification

High school education required, college preferred.

Experience

1-2 years leading a department that includes sales, customer relations, and product delivery.

WORKING CONDITIONS:

Will work alone or with others. Must navigate deep snow, icy, uneven and rocky terrain to and from Ticket Office.

PHYSICAL REQUIREMENTS:

Must be able to work in a fast-paced environment dealing with the general public. Must be physically capable of ascending and descending stairs, and to sit and/or stand for long periods of time, lift at least 30 lbs., negotiate slippery surfaces, uneven and rocky terrain, and tolerate colder temperatures.

ATTENDANCE:

This position requires the ability to maintain flexibility in a work schedule, which will include weekends and holidays. The Ticket Office is open Monday - Sunday from 8:30am-3:30pm during ski season.