Guest Services Supervisor

Overview

The Guest Services Supervisor is a front-line operational leader responsible for overseeing the day-to-day performance of the Guest Services team across all base area locations. Reporting to the Senior Manager of Guest Services, this role owns shift-level staffing and workflow management, handles elevated guest issues, coaches and develops team members, and ensures that service delivery is consistent,accurate, and aligned with brand standards. Success looks like a team thatoperateswith confidence and consistency — where problems are resolved before they escape, standards are met without reminders, and guests leave feeling heard and well-served.

The Summit at Snoqualmie is proud to be part of the Boyne Resorts family of resorts. Boyne Resorts is the largest family owned, independent mountain resort company in North America, guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

Long Term Thinking

• Ensure guest-facing areas are welcoming, clean, and always reflect Summit brand standards.
• Communicate regularly with the Senior Managerregardingteam performance, guest trends, and operational needs.
• Collaborate with other departments (Ticket Scanning, Marketing, Contact Center) to align guest messaging and service expectations.
• Uphold and enforce all safety protocols and workplace procedures.
• Perform general administrative duties including reporting and file management.

Excellence in Execution

• Ensure daily staffing, breaks, and workflow coverage are managed efficiently to meet guest service standards.
• Oversee proper use and maintenance of the RTP Point of Sale system and guest ticket/pass systems.
• Conduct spot checks to ensure accuracy in ticket/pass issuance and lost and found operations.
• Assistwith scheduling, timekeeping, and performance feedback in collaboration with the Senior Manager.
• Provide hands-on support during peak hours and as needed across all base areas.
• Perform any other duties as assigned.

Attitude is Everything

• Maintain a calm and composed demeanor while effectively de-escalating challenging guest situations.
• Model professionalism, positive energy, and a guest-first attitude in every interaction — setting the tone for the shift.

Develop Great People

• Lead, mentor, and support Guest Services Specialists and Leads in providing high-quality guest experiences across all service channels.
• Train new hires and provide ongoing coaching and support to team members.
• Monitor team performance, address performance issues directly, and foster communication and collaboration through regular check-ins.

Serve First

• Act as the primary point of contact for elevated or complex guest issues, using sound judgment and available tools to resolve concerns promptly and professionally.
• Step in to support frontline staff during high-volume periods, ensuring service quality does not drop under pressure.

Qualifications

Required

• Proven leadership or supervisory experience in a guest-facing or customer service role.
• Strong organizational and decision-making abilities in high-pressure environments.
• Excellent verbal and written communication skills.
• Highproficiencywith computers, CRM systems, and point-of-sale platforms.
• Experience handling escalated guest concerns with professionalism and tact.
• Detail-oriented with excellent time management and multitasking skills.
• Must be 18 years of age or older.

Preferred

• Experience with Salesforce Service Cloud and RTP Point of Sale.
• College coursework or formal leadership training.
• Bilingual or multilingual is a plus.

Wage and Benefit Info:

The wage range for this positions is: $27.00 - $30.00/DOE

This is a non-benefited role.

All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).

All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.