What are the responsibilities and job description for the Guest Relations Supervisor position at Sugar Bowl Resort?
Description:
Sugar Bowl Resort is seeking a proactive and service-driven Guest Relations Supervisor to lead the resort’s call center operations and guest communication platforms. This position oversees the team responsible for all phone, email, chat, and online booking inquiries, manages the online chatbot, handles seasonal locker sales, supports group sales fulfillment, and serves as the primary point of contact for guest service escalations.
This role requires strong time management skills, a professional and friendly communication style, and the ability to lead a high-performing team in a fast-paced, guest-facing environment.
Why Sugar Bowl?
Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to “sunny California” since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts a like.
Who you are
- 2 years of guest service or hospitality experience; prior experience in a call center or resort setting preferred.
- Proven supervisory or team leadership experience.
- Strong verbal and written communication skills with a warm, professional, and solution-focused demeanor.
- Excellent time management and organizational abilities with strong attention to detail.
- Demonstrated ability to take initiative, work independently, and lead a team in a dynamic environment.
- Proficient in RTP|ONE, RPOS, Microsoft Office (Word, Excel, Outlook); experience with CRM or chatbot systems a plus.
- Passion for delivering high-quality guest service and contributing to a positive team culture.
- Flexible availability, including weekends and holidays during peak winter season.
- Comfortable working in a snowbound, mountain environment.
What you will do
- Supervise the call center team handling all guest communications via phone, email, live chat, and online requests.
- Manage the resort’s chatbot platform, ensuring up-to-date and accurate guest-facing information.
- Lead daily call center operations, ensuring service level standards, response time goals, and guest satisfaction benchmarks are consistently met.
- Oversee seasonal locker sales, including tracking inventory, processing payments, and coordinating with guests.
- Serve as the escalation point for complex guest concerns, resolving issues promptly and professionally.
- Coordinates group sales inquiries and oversees order fulfillment, ensuring all group-specific details and logistics are accurately managed.
- Train and mentor call center staff in guest service excellence, resort policies, and the use of RTP|ONE/RPOS systems.
- Monitor communication metrics and team performance to optimize efficiency and service quality.
- Collaborate cross-departmentally to resolve guest concerns and ensure accurate information is shared across all channels.
- Upsell and promote resort products and services when appropriate to enhance the guest experience.
- Maintain financial accountability for locker sales and call center transactions, including reconciliation and reporting.
Winter Benefits
- Employer sponsored 401k plan after 1000hrs (and 1-yr)
- Excellent professional and training development
- Free ski and tubing passes for employees
- Free ski passes for dependents
- Generous discounts on seasonal programs with SSS and SBA
- 50% off food at our cafeterias
- Free group ski and snowboard lessons for employees
- Employee discounted lift tickets for family and friends
- Lift ticket discounts at tons of resorts including 24 destinations thanks to the Mountain Collective
- Hotel discounts
- Employee ski reciprocal programs
Sugar Bowl Resort believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, hair, religion, sex, sexual orientation, gender identity, gender orientation, gender expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, medical condition, or any other status protected by federal, state or local law, ordinance or regulation. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall, and termination.
