Resort Ambassador/Access Control

Resort Ambassadors provide our guests, both internal and external, with the most enjoyable experience possible. As a Resort Ambassador, you may be the first point of contact for guests when they come to Taos Ski Valley, and your responsibility is to learn and accurately provide information about our offerings, Taos Ski Valley, Taos, and our surrounding areas.

Within the Resort Ambassador department, there are three roles that overlap in supporting guests, but they have distinct primary responsibilities:

• Greeter (Ambassador 1) – Focused on hospitality, information, and guest assistance. This role is designed for part-time and peak seasonal staff to provide guest support during high-volume periods.
• Access Controller (Ambassador 2) – Focused on ensuring that only authorized guests access lifts and that operations remain safe and orderly. Places greater emphasis on enforcing resort policies and operating access control systems. This role is primarily reserved for full-time seasonal staff.
• Sales Ambassador (Ambassador 3) – Performs all the responsibilities of Ambassador 1 and Ambassador 2 while also providing ticket and season pass sales and related guest services. This role assists guests with purchasing, renewing, and managing lift tickets and season passes, answers questions about products and pricing, and helps maximize guest satisfaction and resort revenue. Ambassador 3 staff are cross-trained to support hospitality, access control, and sales operations, allowing them to be deployed wherever operational needs are greatest. This role is typically reserved for experienced full-time seasonal staff.

All positions require strong guest service skills, effective communication, professionalism, conflict resolution, and the ability to work safely in busy resort environments. See defined job responsibilities by role below.

This job description is intended to be a broad description of duties. You will be asked to carry out all responsibilities in accordance with the organization's policies and applicable laws. Specific information on duties and policies can be found with your supervisor or in the Employee Reference Guide. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Essential Resort Ambassador Job Responsibilities:

• Able to work outdoors in all weather conditions for extended periods. This can include cold temperatures, high wind, harsh sun, ice and snow, blizzards, and even rain. 
• Able to speak clearly and distinctively enough to be understood by guests and over the radio and able to hear well enough to understand radio transmissions. 
• Demonstrates excellence in guest services by consistently displaying respect for internal and external guests and good conflict resolution skills. 
• Must learn information about the resort, town and surrounding area and be able to concisely relay this information to our guests. 
• Reliable attendance on all scheduled workdays
• Other duties as assigned.

Greeter (Ambassador 1) Specific – 

• Able to stand for long periods, which can be for as long as 6-7 hours
• Able to control large crowds as found in ticket lines, plazas, and shuttles. 
• Welcoming guests with a friendly, professional attitude.
• Providing information about the resort, services, events, and directions.
• Directing guests to ticket sales, lifts, shuttles, lessons, rentals, or other facilities
• Answering guest questions and helping solve minor issues.
• Coordinating with other departments when guests need additional assistance.
• Assist with the relocation of skis/snowboards, ski racks, and maze panels as needed.
• Other duties as assigned.

Access Controller (Ambassador 2) Specific - 

• Able to stand for long periods, which can be for as long as 6-7 hours, sometimes in ski boots; to walk up and down steep, in deep snow, and/or slippery grades; to lift fallen skiers and to carry materials such as bamboo poles, ski equipment, maze panels, etc. 
• Within a team environment staff must possess both the physical ability and willingness to shovel snow for up to 4 hours in a day, rake snow up to 8 hours in a day, carry/move up to 30 maze panels twice per day, move up to 10 ski racks twice per day, and as needed able to solely swing RFID gantry 90 degrees to open and closed positions.
• Must demonstrate a willingness and ability to converse freely with our guests. 
• Able to operate electronic equipment such as Lane Control Monitoring tablets and ticket scanners to verify lift tickets, season passes, RFID media, or other credentials.
• Ability to quickly review gate scans and guest profile information for fraud mitigation and to prevent unauthorized lift access.
• Serving as an RFID Access Controller, Maze Controller, or Usher to maintain efficient and safe loading areas.
• Communicate professionally with guests when access issues arise and resolving conflicts respectfully.
• Able to control large crowds at base area and on mountain lift lines.
• Must be able to ski or snowboard at an ability level to safely navigate all intermediate terrain at Taos Ski Valley. 
• Able to learn the inner workings of TSVI and learn emergency procedures. 
• All skiing and snowboarding employees may be requested to help the ski patrol at sweep at the end of the day. 
• Able to assist in lift evacuation. 
• Basic knowledge of computers, Microsoft Suite, and LCM tablet software. 
• Able to troubleshoot tickets, season passes, iKon, and Mountain Collective passes. 
• Support with testing, restocking, and cleaning pub machines.
• Other duties as assigned.

Sales Ambassador (Ambassador 3) Specific –

• Facilitate the sale, refund, or exchange of lift tickets and other resort related products and services. 
• Receive payments for tickets via credit cards or tap payments. 
• Maintain and assist guests with kiosk ticket machines, including replenishing ticket stock and troubleshooting. 
• Assist guests with pre-purchased ticket orders via TSV’s online platforms and phone reservation systems. 
• Provide accurate and helpful information to guests, addressing concerns or complaints as needed. 
• Process and troubleshoot partner passes from iKon and Mountain Collective, and assist with validating and invalidating lost or replaced tickets. 
• Reconcile ticket sales with received payments, verifying accuracy with leadership personnel. 
• Communicate and collaborate with other departments when necessary. 
• Maintains a professional appearance with appropriate attire as described in the Employee Handbook. 
• Maintains a clean and well-stocked sales area. 
• Other duties as assigned.

Personal Skills:

• Establishes and maintains productive work relationships with co-workers, other TSV staff, supervisors, and management.
• Has a caring, safe, responsible, enthusiastic, and team-oriented approach to the position. 
• Handles stressful situations with tact and good judgment. 
• Enthusiastically approaches all aspects of the job outlined in this job description and other tasks asked to endeavor. 
• Strong personal character and commitment to Taos Ski Valley, Inc.’s Commitment and Passions. 
• Provides a guest experience that exceeds the guest’s expectations. 
• Ability to gracefully and humbly accept criticism and opportunities for growth. 
• Ability to stay positive, focused, and constructive when faced with setbacks, challenges and while working in an ever-changing environment. 
• Strong personal character and commitment to Taos Ski Valley, Inc.’s Vision, Purpose, and Values.

Qualifications/Knowledge:

• Ability to work a flexible schedule including weekends, holidays, and evenings
• Knowledge of Northern NM, Taos, and TSV, and ability to share this knowledge. 

Work Environment: 

Taos Ski Valley, Inc. is located in a high-altitude alpine environment sitting at over 9,000 ft, and you must be able to work at that elevation. Taos Ski Valley, Inc. is often a fast-paced work environment, especially during Holiday and Peak days. Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions. Must be able to work in close quarters and with other staff.

Physical Demands of Position Include:

Access Control - able to lift and carry ski racks and maze panel over snow; Shovel Snow; 90% of your day is spent standing, walking, and raking outside in all weather conditions; 10% is spent lifting and carrying. 

Background Check:

Positions dealing with children, of a safety-sensitive and/or confidential nature, require driving, or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.

Is a Background Check required for this position: Yes

Is an MVR required for this position:  No