Front Desk & Guest Services Supervisor

Seat Summary 

The Front Desk & Ticket Supervisor leads daily front-line operations across front desk and ticketing functions, ensuring efficient service flow, strong guest experience, and accurate transaction execution while supporting team performance and operational coordination. 

Seat Purpose 

Lead daily execution of front desk and ticketing operations to ensure a seamless guest arrival experience, strong service delivery, and accurate transaction processing while supporting staffing, team performance, and operational coordination. 

Core Accountabilities 

1. Operations Execution & Standards: Implement and maintain front desk and ticketing systems, service standards, and SOPs while ensuring consistent team execution. 
2. Team Leadership & Staffing: Partner with HR to hire, train, schedule, and develop team members while managing staffing levels within established labor budgets. 
3. Guest Experience Ownership: Own resolution of escalated guest concerns and ensure consistent service delivery across all guest touchpoints. 
4. Transaction Accuracy, Rates & Controls: Oversee payment processing, rate application, ticket sales accuracy, refunds, adjustments, and reconciliation procedures. 
5. Shift Operations & Flow Management: Ensure efficient service flow, minimize wait times, and maintain strong execution during peak periods. 
6. Cross-Department Coordination & MOD Coverage: Coordinate with lodging, mountain operations, marketing, and events to ensure alignment on products, communication, and operational readiness, while participating in the Manager on Duty (MOD) rotation to provide resort-wide operational support and leadership presence. 
7. Reporting & Operational Visibility: Maintain reporting, monitor performance, and communicate operational risks or issues. 

Qualifications  

Culture Fit 

• Leads with accountability and ownership 
• Calm and decisive under pressure 
• Strong communicator across teams and departments 
• Organized and operationally disciplined 
• Guest-focused with a solutions-oriented mindset 
• Willing to step in and support wherever needed 

Required 

• Prior experience in guest services, hospitality, or ticketing operations 
• Previous leadership or supervisory experience 
• Strong communication and problem-solving skills 
• Ability to work weekends, holidays, and peak seasonal periods 

Preferred 

• Experience in ski resort or high-volume hospitality environments 
• Familiarity with POS and reservation systems 
• Experience with scheduling or labor management 
• Multi-department operational exposure 

Work Environment 

• Fast-paced, high-volume, guest-facing environment 
• Requires standing and active movement for extended periods 
• Regular work during weekends, holidays, and peak seasons 
• Requires ability to manage multiple priorities in real time 

Disclaimer: The statements above describe the general nature of the seat, including its purpose and core accountabilities. They are intended to outline the primary areas of responsibility and the level of work expected for this role, but they are not an exhaustive list of all duties, responsibilities, or skills required. Team members may be asked to support additional operational needs as business conditions require. As a recreational hospitality business, availability during peak periods—including weekends, holidays, and high-traffic resort events—is an essential expectation for this role.