Guest Services & Rental Specialist

Position Summary 

Join our team as a versatile front-line staff member supporting both the Ticket Office and Rental Shop. You’ll greet guests, handle ticket sales, manage equipment rentals, and ensure everyone is ready for a safe, fun day on the hill. This role combines hands-on technical skills—like bike fitting in summer and ski/snowboard tuning in winter—with top-notch customer service and communication.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Key Responsibilities (What You Do)

• Answer phones, handle cashier transactions, stock retail, and perform other clerical duties.
• Greet guests and guide them through the rental and check-in process.
• Fit customers with the correct snow gear, bike, helmet, and pads; ensure proper sizing and safety.
• Sell tickets and passes using the POS system.
• Maintain awareness of product knowledge, merchandise promotions, and advertisements.
• Resolve customer concerns and complaints promptly and professionally.
• Provide information on pricing, closures, and other relevant details.
• Ensure guests accurately complete rental forms.
• Inspect returned rentals for damage.
• Establish and maintain customer profiles; prepare claim forms as needed.
• Explain rules, trail maps, and bike park safety protocols.
• Keep the front-of-house and rental shop clean, organized, and welcoming.
• Support basic maintenance tasks when needed.
• Perform other duties as assigned.

Key Outcomes (What Success Looks Like)

• Guests feel welcomed, informed, and excited to ride.
• All riders are equipped safely and efficiently with properly sized gear.
• Accurate ticket sales and smooth check-in flow reduce guest wait times.
• Customers understand how to ride safely and access assistance if needed.
• The space remains organized, safe, and ready for the next group.
• Demonstrate exceptional guest service, teamwork, professionalism, and safety awareness.
• Support colleagues across departments, foster a positive and inclusive culture, and contribute ideas to improve operations.

This Role Is a Good Fit For:

• Individuals who enjoy variety, staying active, and helping others.
• Fast learners who remain calm under pressure.
• Team players willing to roll up their sleeves and contribute wherever needed.

The Benefits and Perks:

• Season passes for employees and employee dependents
• Employee discounts on food, retail, lessons, and rentals
• 401(k) Retirement Plan
• Industry Deals
• Ski Area Ticket Exchange Program

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Must be 16 years or older 
• If over 18 years old, must have a High School Diploma or equivalent
• Ability to work up to 40 hours per week, including holidays, weekends, and evenings.
• Prior cashier experience is preferred; basic knowledge of POS systems is required.
• Accurately process transactions, including credit cards, cash handling, and basic math.
• Willingness and ability to perform manual tasks following verbal and written instructions.
• Ability to work independently and complete daily tasks according to schedule.
• Ability to walk and stand for long periods.
• Strong oral and written communication skills; able to complete paperwork and maintain organized records.
• Ability to understand, follow, and convey instructions effectively.
• Dependable with consistent attendance and adherence to company standards.
• Strong judgment and problem-solving skills when interacting with guests.
• Ability to react quickly and effectively under pressure.
• Willing to obtain technical certifications.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this position successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. Proper cold-weather clothing, protective gear, and adherence to safety procedures are required to ensure personal well-being and maintain safe operations in challenging conditions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. Specific vision abilities this position requires include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee must be able to lift, push, pull, or carry objects, use abdominal and lower back muscles to provide support over time without fatigue, and to effectively jump, sprint, or throw an object. Excellent stamina is required. The employee regularly works near moving mechanical parts and in outside conditions that include inclement weather, heat, and humidity, and exposure to dust. 

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The company is an Equal Opportunity Employer, a drug-free workplace, and complies with ADA regulations as applicable.