What are the responsibilities and job description for the Access Control Hot Seat Specialist position at Summit At Snoqualmie?
Overview:
Run ticketing dispatch for the mountain - solving ticket problems and coordinating communications from the hot seat
The Hot Seat Specialist plays a key role in supporting daily Access Control operations by ensuring accuracy, efficiency, and a smooth guest experience. Serving as the central communication point for The Summit, this position helps coordinate information between departments, assists with ticketing and scanning issues, and acts as a central dispatch during emergencies, delays, or operational disruptions.
Come work and play at Seattle's home mountain, the Summit at Snoqualmie. Located an hour from Seattle, at the junction where the Pacific Crest Trail crosses Interstate 90. With summer activities ramping up with spectacular Mountain Biking trails and Scenic Lift Rides, there is a lot to do all year long.
Responsibilities:
Job duties may include, but are not limited to:
- Access Control & Guest Support
- Support Lift Ops/Scanning teams to ensure accurate scanning and smooth lift access.
- Monitor access gates remotely and proactively identify or resolve ticketing issues.
- Respond to phone and radio calls from Lift Ops/Scanning, providing timely, professional access solutions.
- Diagnose and resolve ticket/pass issues while documenting interactions, including pass fraud forms and restitution cases.
- Communicate with guests via phone and email using Service Cloud.
- Notify passholders of scanning incidents through email or phone outreach.
- Hot-list Summit and IKON passes in line with company policies.
- Process phone payments for ticket purchases, upgrades, and restitution.
- Run reports to detect possible pass errors not flagged at lifts.
- Learn and maintain knowledge of all lift-access products and their use within RTP.
- Stay current on resort products, terrain status, events, and daily mountain operations.
- Deliver exceptional guest service with a positive, professional, and helpful approach.
- Bring ticket reprints to lift locations as needed.
- Assist coworkers with policy or procedure questions and help resolve difficult guest situations.
- Ensure proper controls are in place to maintain accuracy and reduce fraud risk.
- Maintain clear communication between Lift Ops/Scanning and Guest Services.
- Communication & Dispatch
- Serve as the primary relay point for information during emergencies, delays, or disruptions.
- Act as central dispatch to ensure quick, accurate communication across departments.
- Help document and track incidents, escalations, and operational notes for follow-up and process improvement.
- Walk to lift locations when necessary to assist scanners or lift operators directly.
Qualifications:
What we are looking for:
- Excellent written and verbal communication skills.
- Strong interpersonal skills and active listening abilities.
- Effective problem-solving and conflict-resolution skills.
- Friendly, adaptable, and composed in fast-paced or high-pressure environments.
- Highly organized with strong attention to detail and the ability to manage multiple tasks.
- Experience with scan guns and tablets used for access control.
- Commitment to exceptional guest service and team collaboration.
- Salesforce experience preferred.
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Join our team and enjoy The Summit Experience
Wage and Benefit Info:
The wage range for this positions is: from $24.45 to $28.75 /hr DOE
This is a non-benefited role.
All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).
All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.
All Team Members may participate in our Ally Heath benefit. It gives fast and easy access to Telemedicine and Mental Health appointments. It covers all family members and there are no copays or deductibles. It is a $4 deduction each week.
It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.
Salary : $24 - $29