Guest Services / Ticket Sales Representative

Job Description

Job Description

Description:

Department: Guest Services
Reports To: Office Manager
Employment Type: Winter Seasonal
Schedule: Full-Time (5+ shifts per week) or Part-Time; must be available weekends and holidays

Position Summary

The Guest Services / Ticket Sales Representative serves as a primary point of contact for guests and acts as an ambassador of Seven Oaks. This position is responsible for delivering exceptional customer service, processing ticket and retail sales, assisting with reservations, answering guest inquiries, and ensuring a welcoming and positive experience for all visitors. Representatives must maintain a strong knowledge of resort operations, products, services, and safety procedures while supporting the overall guest experience.

Essential Job Functions

Guest Service & Communication

• Greet guests in a friendly, professional, and welcoming manner.
• Respond to guest inquiries in person, by telephone, and through email in a timely and accurate manner.
• Provide information regarding lift tickets, snow tubing, rental equipment, ski and snowboard school programs, season passes, retail merchandise, group events, and resort activities.
• Assist first-time guests by explaining procedures, offerings, resort amenities, and current conditions.
• Deliver exceptional customer service and help create memorable guest experiences.
• Effectively communicate with guests, supervisors, and team members across all departments.

Ticket Sales & Point-of-Sale Operations

• Accurately process sales transactions for lift tickets, tubing passes, rental equipment, lessons, retail merchandise, and other resort services.
• Operate point-of-sale (POS) systems and ticketing software efficiently.
• Handle cash, credit card, voucher, and other payment transactions accurately.
• Complete end-of-shift reconciliations, and maintain accurate sales records.
• Complete all required sales documentation and reporting procedures.
• Perform ticketing functions quickly and accurately during high-volume periods.

Reservations & Administrative Support

• Assist with booking, organizing, and coordinating group reservations and special events.
• Maintain knowledge of resort operations to effectively answer questions and direct guests.
• Monitor inventory levels of front office supplies and retail merchandise and notify supervisors when restocking is needed.
• Assist with administrative duties and departmental documentation as assigned.
• Support opening and closing procedures and complete daily operational checklists.

Resort Operations & Team Collaboration

• Work closely with Guest Services, Rentals, Ski & Snowboard School, Lift Operations, and other departments to ensure a seamless guest experience.
• Stay informed of business levels, upcoming events, promotions, and operational updates.
• Maintain a clean, organized, and professional work area, including front desk, ticket windows, retail displays, and guest service areas.
• Demonstrate teamwork and foster a positive, fun, and safe work environment.
• Assist other departments and perform additional duties as assigned.

Facility Maintenance & Housekeeping

• Help maintain cleanliness and appearance of guest-facing areas.
• Perform routine cleaning duties, including:
  • Vacuuming and sweeping floors
  • Wiping tables, counters, and windows
  • Emptying trash receptacles
  • Dusting and organizing work areas
  • Cleaning retail displays
  • Stocking retail merchandise and supplies
• Assist with snow removal from entrances, patios, decks, and other guest-access areas as needed.

Safety & Emergency Procedures

• Maintain knowledge of resort emergency procedures, policies, and protocols.
• Follow all company safety standards and operating procedures.
• Immediately report guest concerns, incidents, safety hazards, or operational issues to management.

Qualifications

Minimum Requirements

• Must be at least 18 years of age.
• High school diploma or equivalent preferred.
• Previous customer service, retail, hospitality, front desk, or cash-handling experience preferred.
• Must successfully pass a pre-employment background check and meet company hiring requirements.

Knowledge, Skills & Abilities

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with individuals of all ages and backgrounds.
• Ability to understand and follow oral and written instructions.
• Ability to establish and maintain positive working relationships with guests, supervisors, coworkers, and the public.
• Ability to remain professional and perform effectively in a fast-paced, high-volume environment.
• Strong organizational, problem-solving, and multitasking abilities.
• Dependable, trustworthy, detail-oriented, and service-focused.
• Ability to work independently and as part of a team.
• Basic computer proficiency, including Microsoft Word, Excel, email applications, POS systems, and ticketing software.
• Ability to follow company policies and procedures.
• Ability to work well under pressure while maintaining a positive attitude and high level of guest service.

Physical Demands & Work Environment

Physical Requirements

• Ability to sit or stand for extended periods.
• Frequent verbal communication with guests and team members.
• Ability to move throughout the facility as needed.
• Occasional lifting, carrying, pushing, or pulling of up to 25 pounds.
• Ability to perform light housekeeping and snow-removal duties.

Work Environment

• Work is performed in both indoor and outdoor environments.
• Frequent interaction with guests in a busy, customer-service setting.
• Exposure to varying noise levels, winter weather conditions, and seasonal operational demands.
• Must be able to work weekends, holidays, evenings, and peak business periods as required.

Disclaimer

This job description is intended to describe the general duties and responsibilities of the position and is not an exhaustive list. Employees may be required to perform additional duties outside of their normal responsibilities as business needs dictate. Management reserves the right to modify or assign other duties as necessary. Employment is contingent upon successfully passing a background check and meeting all company hiring requirements.

Equal Employment Opportunity

Seven Oaks Recreation is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local law. Seven Oaks Recreation is committed to providing equal employment opportunities in all aspects of employment.