Guest Services Associate

Guest Services Associate

The Guest Services Associate creates a welcoming, friendly, and efficient experience for every guest visiting Kissing Bridge All Season Resort. As one of the first points of contact, this role provides exceptional customer service while assisting guests with ticket sales, season passes, reservations, and general resort inquiries.

Responsibilities

• Greet guests with a friendly, positive, and professional attitude.
• Provide accurate information regarding resort operations, weather conditions, trail status, activities, events, pricing, policies, and amenities.
• Process lift ticket reservations using our RFID media, season passes, campground reservations (when applicable), event registrations, and other sales using the resort's point-of-sale system (SnowCloud).
• Issue, activate, troubleshoot, and replace RFID cards.
• Update locker renewals and guest account updates.
• Handle cash, credit card, gift card, and digital transactions accurately while maintaining proper cash handling procedures.
• Answer phone calls, emails, online inquiries, and in-person questions promptly, professionally, and courteously.
• Resolve guest concerns and complaints with empathy, professionalism, and sound judgment, escalating issues to management when appropriate.
• Assist guests with reservations, waivers, account updates, lost and found, and general administrative tasks.
• Maintain organized guest records while protecting confidential customer information.
• Promote and actively recommend resort products and services, including season passes, memberships, ski and snowboard lessons, tubing, mountain biking, festivals, weddings, retail merchandise, food and beverage offerings, and other seasonal activities.
• Support membership sales, renewals, and guest initiatives.
• Cross-train and provide assistance in Retail, Rentals, Ticket Sales, and other guest-facing departments as operational needs require.
• Work collaboratively with Ski & Ride School, Rentals, Lift Operations, Food & Beverage, Retail, Events, Maintenance, Mountain Operations, and other resort departments to ensure a seamless guest experience.
• Maintain a clean, organized, and welcoming Guest Services area.
• Monitor daily operational communications to remain informed of resort conditions, weather, trail openings, special events, and schedule changes.
• Assist with opening and closing procedures, daily reporting, and end-of-day reconciliation as assigned.
• Support special events, weddings, festivals, races, and other resort activities throughout the year.
• Assist during peak periods, weekends, holidays, and emergency situations while maintaining exceptional guest service.
• Perform other duties as assigned.

Requirements

Qualifications

• High school diploma or equivalent preferred.
• Previous customer service, hospitality, retail, recreation, or resort experience preferred but not required.
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities with a guest-first mindset.
• Basic computer proficiency and ability to quickly learn resort software systems.
• Ability to multitask and remain organized in a fast-paced environment.
• Comfortable handling cash and processing financial transactions with accuracy.
• Professional appearance, positive attitude, and strong work ethic.
• Ability to work independently and collaboratively with multiple departments.

Physical Requirements

• Ability to stand or sit for extended periods.
• Ability to work indoors and occasionally outdoors in varying weather conditions.
• Ability to work flexible schedules, including evenings, weekends, holidays, and peak seasonal periods.

Preferred Characteristics

• Friendly, approachable, and enthusiastic personality.
• Passion for outdoor recreation and hospitality.
• Strong attention to detail and organizational skills.
• Reliable, punctual, and dependable.
• Flexible, adaptable, and willing to assist wherever needed.
• Committed to providing exceptional guest experiences and representing the Kissing Bridge brand positively.

What We Offer

Guest Services Associates work in a fast-paced, year-round resort environment that includes winter skiing, snowboarding, and tubing operations, as well as summer and fall recreational activities, events, weddings, and festivals. The position requires frequent interaction with guests, team members, and multiple resort departments while maintaining a calm, professional, and service-oriented demeanor during both routine operations and busy peak periods.

How to Apply

Apply online using our application form. You can also send a resume and a brief cover letter to View email address on click.appcast.io (referencing Guest Services), or apply in person at Kissing Bridge, Glenwood, NY.