Ticket Office Supervisor

Job Overview

Under the direction of the Ticket Office Manager. Responsible for achieving defined customer service standards on a daily basis. Supervises Ticket Office Leads and Ticket Sellers and coaches and corrects as needed. Assists Manager in the administrative operations of the Ticket Office. Provides insight to structure and direction of the Ticket Office.

WHAT YOU’LL DO

• Assist Manager in the administrative operations of the Ticket Office (eg. responding to email inquiries, maintaining season pass or ticketing lists, training leads and sellers, ordering operating expenses, scheduling staff, etc.).
• Responsible for ensuring that the ticket sellers deliver excellent customer service. Monitors staff adherence to customer service goals and guidelines. Ensures that any guest complaints are dealt with promptly and effectively.
• Answer ticket office phones and follow the specific Ticket Office customer service guidelines for answering phones.
• Provide product knowledge to ticket sellers as required (e.g. product info, vouchers and discounts).
• Trouble-shooting help for ticket leads and sellers.
• Assisting ticket leads and sellers when required (e.g. busy times).
• Ticket media and supplies monitoring-inventory/quality.
• Provide regular communication to ticket leads and sellers re: weather, run closures, etc.
• Run morning briefing.
• Validate exchanges and refunds.

WHAT YOU NEED TO GET THE JOB DONE

• 3-5 years of experience in a related field.
• High school diploma or equivalent.
• Must be at least 18 years of age.
• Must have math and computer skills including data entry, Word, and Excel.
• RTP and Aspenware ticketing software knowledge is a plus.
• Knowledge and understanding of PCI DSS, including the safe and secure handling and maintenance of personal, financial, and credit card information of guests.

WORK SCHEDULE

• Winter: 5 days per week, Saturdays required, 7AM – 4PM with some earlier mornings as business levels mandate.
• Summer: 4 days per week, 10 hour shifts (could be 8AM – 6PM, 10AM – 8PM). Shift changes depending on the Tram schedule.
• Shifts vary depending on the season and business levels.
• Weekend and holiday availability is required.

WORKING CONDITIONS

• Direct and continuous contact with guests, co-workers, management, and other departments.
• Must have the ability to interact at any time with guests and other employees in a pleasant manner and maintain good working relationships with others and all departments of Snowbird.
• Must be prepared to stay overnight, if necessary, on occasional times of road closures.
• May experience unusual stress from continual work with public, winter conditions, snow night requirements and commuting to/from Snowbird.
• Must be able to lift 20 lbs.
• Must be able to stand for long periods of time.
• Work is routing in pleasant comfortable surroundings. General office conditions prevail. Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.

WHY WORK HERE

• Ski pass and comp ticket benefits
• Discounts at Snowbird eateries, retail shops, mountain school, lodging and daycare for employees
• Available medical, dental, vision and accident insurance – benefits are available based on position and are subject to change
• 401k with company match
• Discounts with Powdr partners
• Free transportation to work: UTA Bus, Employee Rideshare Vans, and Employee Blue Shuttles

WHO WE ARE

Snowbird is a world-renowned resort just 6 miles up Little Cottonwood Canyon. Here, winter enthusiasts experience all types of mountain terrain which can be enjoyed by every level of skier and snowboarder.  Guests can sharpen their skills at our topflight mountain school, go for a backcountry snow-cat tour or enjoy an exhilarating Heli-ski adventure. Snowbird offers 4 hotels, 15 restaurants, conference facilities, summer activities, Oktoberfest and a full-service spa, all surrounded by spectacular granite peaks – making Snowbird a world-class destination.

Snowbird’s ambition is to provide unique big mountain experiences that grow the committed Snowbird family. This includes both our team members and our guests. By helping everyone experience what makes Snowbird unique and special, the environment, the mountain, the canyon and the people.  In this way they make memories for a lifetime, “memories that match our mountain”.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. We require all candidates that receive and accept employment offers to complete a background check before being hired and comply with our professional appearance, drug & alcohol, and employee conduct policies.