Guest Relations Supervisor

Description

Sugar Bowl Resort is seeking an energetic, proactive, and service-driven Guest Relations Supervisor to lead the resort's call center operations and guest communication platforms while helping oversee the day-to-day operations of the full Guest Services department. This position serves as the primary supervisor for Guest Relations staff and supports a positive, efficient team environment. The role oversees phone, email, chat, and online booking inquiries, while also managing the online chatbot, seasonal locker sales, group sales fulfillment, and guest service escalations.

The Guest Relations Supervisor is expected to work independently, take initiative, and keep leadership informed. This position also helps manage departmental labor by adjusting staffing levels based on projected and actual skier visits. Strong communication, time management, sound judgment, and a passion for leading a high-performing team are essential.

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to "sunny California" since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts alike.

Who You Are:

• 2+ years of guest service or hospitality experience; prior experience in a call center or resort setting preferred

• Proven supervisory or team leadership experience

• Strong verbal and written communication skills with a warm, professional, and solution-focused demeanor

• Excellent time management and organizational abilities with strong attention to detail

• Work independently, take initiative, and proactively identify and complete tasks while keeping leadership informed of progress and potential challenges.

• Demonstrated ability to take initiative, work independently, and lead a team in a dynamic environment

• Proficient in RTP|ONE, RPOS, Microsoft Office (Word, Excel, Outlook); experience with CRM or chatbot systems a plus

• Passion for delivering high-quality guest service and contributing to a positive team culture

• Flexible availability, including weekends and holidays during peak winter season

• Comfortable working in a snowbound, mountain environment

What You'll do:

• Supervise the Call Center and Guest Services team handling all guest communications via phone, email, live chat, and online requests

• Manage the resort's chatbot platform, ensuring up-to-date and accurate guest-facing information

• Lead daily call center and guest services operations, ensuring service level standards, response time goals, and guest satisfaction benchmarks are consistently met

• Understand departmental budgets and adjust staffing and labor levels based on projected and actual skier visits to meet operational needs while managing labor costs.

• Assist with scheduling and time keeping.


• Oversee seasonal locker sales, including tracking inventory, processing payments, and coordinating with guests

• Serve as the escalation point for complex guest concerns, resolving issues promptly and professionally

• Coordinate group sales inquiries and oversee order fulfillment, ensuring all group-specific details and logistics are accurately managed

• Train and mentor call center staff in guest service excellence, resort policies, and the use of RTP|ONE/RPOS systems

• Monitor communication metrics and team performance to optimize efficiency and service quality

• Collaborate cross-departmentally to resolve guest concerns and ensure accurate information is shared across all channels

• Upsell and promote resort products and services when appropriate to enhance the guest experience

• Maintain financial accountability for locker sales and call center transactions, including reconciliation and reporting

Physical Requirements:

• Ability to sit or stand at a workstation and operate a computer/phone system for extended periods

• Ability to work indoors in an office/call center setting, as well as occasionally assist guests at a walk-up or locker location

• Manual dexterity to operate a computer, phone system, and point-of-sale equipment

• Ability to lift and carry up to 25 lbs (locker equipment, supplies, luggage assistance)

• Ability to work in a cold, mountain environment when moving between buildings or assisting guests outdoors

Winter Benefits:

• Employer sponsored 401k plan after 1,000 worked hours and one (1) year of service

• Paid sick time

• Employee Assistance Program (EAP)

• Professional development opportunities


• Free ski and tubing passes for employees


• Free ski passes for dependents


• 50% off food at our restaurants

• Free group ski and snowboard lessons for employees


• Employee discounted lift tickets for family and friends


• Lift ticket discounts at multiple resorts including 24 Mountain Collective destinations

• Hotel discounts


• Employee ski reciprocal programs


Sugar Bowl Resort believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, hair, religion, sex, sexual orientation, gender identity, gender orientation, gender expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, medical condition, or any other status protected by federal, state or local law, ordinance or regulation. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall, and termination.


Status: Seasonal, Full Time (1B: 9 Month Position)