Guest Services Manager

Guest Services ManagerMake work your adventure at Beech Mountain Resort. We are a community of adventurers and outdoor enthusiasts committed to providing once in a lifetime experiences for both our guests and employees. Our team is made up of dedicated, compassionate, and hardworking individuals who take pride in delivering exceptional outdoor experiences in a fast paced mountain environment. At Beech Mountain Resort, guest experience is at the center of everything we do. We believe in listening to our guests, treating people with patience, fairness, kindness, professionalism, and respect, and approaching every interaction with open ears and a helpful attitude. We understand that memorable guest experiences are built through empathy, communication, problem solving, and genuine care for others. Join us and become part of a team that values teamwork, professionalism, positivity, and a passion for the mountains.The Guest Services Manager leads all front line guest experiences at Beech Mountain Resort, overseeing ticket and season pass sales, group bookings, guest communications, conflict resolution, and supporting the lodging department with reservation management, homeowner communication, and sales related duties. This position plays a major role in shaping the guest experience and supporting the daily operation of one of the busiest departments at the resort.We are looking for a professional, outgoing, and kind leader who is a fast learner, an excellent communicator, and brings positive energy to every interaction. The ideal candidate is calm under pressure, organized, solution oriented, and capable of handling challenging situations with professionalism and empathy. Successful candidates must be able to professionally diffuse guest concerns, remain patient during high stress situations, and avoid taking difficult interactions personally. This role requires emotional maturity, resilience, adaptability, and the ability to maintain composure in fast paced customer service environments.This is a winter seasonal position running from November through March, ideal for a college student, recent graduate, or anyone looking for a seasonal opportunity in a lively and supportive environment with opportunities to grow professionally while working in the ski and snowboard industry.Responsibilities:Oversee and support daily ticket and season pass sales operationsHelp manage a high volume guest communication center handling up to 2,000 calls daily during peak seasonLead, motivate, mentor, and support a Guest Services team of approximately 20 employeesTrain staff on patience, empathy, professionalism, and effective guest communication techniquesManage group bookings and coordinate thoughtful and memorable guest experiencesResolve guest concerns calmly and professionally while maintaining a positive atmosphereHandle inbound calls, emails, and online chats promptly, thoroughly, and professionallyServe as a role model to the entire resort team by leading with professionalism, positivity, and enthusiasmSupport the lodging department by assisting with reservation management, homeowner communications, and sales related activities to help drive revenue and guest satisfactionWork collaboratively with lodging, ski school, rentals, food and beverage, and other resort departments to deliver exceptional overall guest experiencesLearn and navigate multiple technology systems including ticketing, lodging, communication, and reservation platformsMaintain a calm, organized, and approachable presence during busy operational periods and holiday weekendsProfessionally handle guest complaints, escalated situations, and conflict resolution with patience and emotional intelligenceRecognize opportunities to improve guest experiences while supporting company policies and operational proceduresFoster a positive, team focused environment centered around hospitality, accountability, and guest careSupport guests with a genuine passion for skiing, snowboarding, mountain culture, tourism, and outdoor recreationAssist with staffing support, scheduling coordination, operational communication, and day to day department leadership responsibilitiesHelp create a welcoming environment where guests and employees feel valued and supportedRequirements or Qualifications:Exceptional listening, communication, and interpersonal skillsStrong conflict resolution and mitigation abilities with the confidence to professionally handle difficult guest interactionsAbility to remain calm under pressure and professionally diffuse high stress situations with patience and empathyStrong leadership skills with the ability to motivate, mentor, and support a team in a fast paced environmentProfessional, friendly, approachable, and service oriented demeanorQuick to learn and adapt in a fast paced operational environmentExcellent problem solving and critical thinking skillsHighly organized and detail oriented with strong multitasking abilitiesComfortable working in high volume customer service environments during weekends, holidays, and peak operational periodsProficiency in Google Workspace and Microsoft Office SuiteExperience learning and navigating multiple technology systems quickly and efficientlyFour wheel drive, AWD, or snow chains preferredPassion for customer service, skiing, snowboarding, mountain recreation, or the outdoor industry preferredPrevious guest services, hospitality, tourism, lodging, or customer service leadership experience preferredAbility to accept feedback professionally and lead difficult conversations with maturity and confidence