Guest Services Agent

Winter 26/27: Guest Services Agent

Salary Range $18.25 - $19.16 Hourly Position Type Full-Time/Part-Time Seasonal Category Guest Services

Description

Compensation and Benefits:

• Compensation: Hourly wage, adjusted based on experience.
• Benefits: Seasonal position eligible for a season pass for employees and dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) are also available.

Job Summary:

Bring your outstanding customer service skills to the Guest Experience Team at Killington. This is a small, dynamic, and fun team responsible for not only meeting but exceeding customer expectations. Guest Service Agents will serve as the first point of contact to assist guests from around the world with a range of products from day tickets to season passes, helping to ensure a smooth transition from the parking lot to the lifts.

Summary of Key Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

• Work with a fun, laid-back team on computerized-information systems from an indoor location
• Greet and assist guests with online purchasing, and ticket pick up, indoors and outdoors
• Assist with answering phones and texts
• Help describe offerings and troubleshoot technical issues for guests
• Process credit card transactions
• Answer questions and help direct guests for the best Beast experience
• Help with Lost & Found items/process and with other tasks to support the department
• Maintain a clean and safe environment
• Assist with snow removal
• Job share in other areas of the resort
• Improve and enhance the guest experience by proactively anticipating and resolving problems
• Assist guests to resolve issues and listen to their needs, concerns, and feedback
• Provide detailed information and answer questions about resort services, policies, products, and activities
• Take ownership of all guest situations utilizing recovery tools provided and recognize when to escalate a situation to a supervisor
• Create joy for our customers by going above and beyond

Qualifications

Basic Qualifications:

• High school education (including currently enrolled)
• Must be 17 years of age
• Previous customer service experience preferred
• Must be able to stand for 6 hours, be able to perform some light lifting/bending
• Must be able to work alone
• Ability to work in all weather conditions
• Must be able to work weekends, holidays and peak business dates as needed

Required Knowledge, Skills, and Abilities:

• Advanced computer skills required and must be proficient with the MS Office suite and have good typing skills; previous experience with a resort POS system desirable and experience with RTP One is a plus
• Ability to communicate with and deal effectively with internal staff and guests in a pleasant and professional manner
• Must be a team player with a positive attitude who is willing to multi-task while providing top-notch service

It is the policy of Killington/Pico Ski Resort Partners, LLC to provide equal opportunity and employment to all staff and applicants. No person shall be discriminated against in any condition of employment because of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, physical or mental condition, or any qualified individual with a disability or veteran status.