Guest Service Manager

Make work your adventure at Beech Mountain Resort. We are a community of adventurers and outdoor enthusiasts committed to providing a once-in-a-lifetime experience to our guests and employees. Our team is made up of dedicated and passionate individuals who are focused on providing an exceptional outdoor experience for all. Join us today and make work your adventure! Beech Mountain Resort is seeking an experienced and customer-focused Sales and Guest Services Manager to lead resort-wide customer relations and sales efforts year-round, with an increased focus on group sales during the ski season. This role requires strong leadership, strategic sales planning, marketing support, and a proactive approach to guest engagement. The Sales Manager will work closely with multiple departments, oversee a small team during peak season, and assist the Marketing Director with select initiatives. Flexibility and a team-first attitude are essential in this role. While your primary focus will be on sales and guest engagement, you may occasionally be asked to support other areas of the resort as needed. We value team members who are adaptable and willing to jump in where help is needed to ensure the best experience for our guests and colleagues. Responsibilities Year-Round Sales, Marketing & Customer Relations Serve as the primary point of contact for resort-wide customer relations, ensuring a high level of guest satisfaction. Develop and implement a comprehensive sales strategy to drive revenue and increase engagement. Assist the Marketing Director with content creation and scheduling for social media, including Instagram stories, community events, and digital signage. Support marketing efforts by identifying and implementing promotional sales strategies, including the design, placement, and activation of digital signage to drive both onsite and online conversions. Utilize email marketing software to send targeted guest communications and promotions. Use CRM and sales reporting software to track leads, customer interactions, and sales performance. Answer phones, emails, live chat, and manage all inbound guest communication channels. Maintain a forward-facing, solution-focused approach to guest issues, conflict resolution, and satisfaction follow-up. Check voicemails and digital messages regularly to ensure timely and professional responses. Lead all guest services, group sales, and season pass sales operations, managing a team of 8–10 assistants during peak season. Recruit, hire, and train two seasonal managers to support group bookings, guest services, and season pass sales. Develop and implement a structured sales process, including a call center and strategic sales funnel, to maximize guest conversion. Cold call and generate new group sales leads to expand resort visibility and grow revenue. Manage customer outreach, lead follow-ups, and long‑term relationship‑building to improve retention and satisfaction. Assist with ticketing operations during concerts and events to ensure a seamless guest experience. Leadership & Team Management Lead a motivated, results‑driven team with clear communication, regular feedback, and accountability practices. Balance multiple responsibilities across sales, marketing, and guest services, delegating tasks efficiently while maintaining oversight. Take a proactive role in building a high‑performing sales team by leading recruitment efforts, posting open positions, and assisting with hiring decisions. Collaborate with resort leadership to align sales and customer service goals with overall resort strategy and performance objectives. Learn and work across multiple resort departments to gain a comprehensive understanding of offerings and support cross‑functional initiatives when needed. Requirements or Qualifications Proven experience in sales, customer relations, and leadership, preferably in the resort or hospitality industry. Strong communication, conflict resolution, and organizational skills. Proficiency with email marketing platforms, CRM systems, and sales reporting tools. Experience in social media content support, digital signage implementation, and brand‑forward guest engagement. Self‑motivated and capable of working independently while also thriving in a team‑oriented environment. Creative problem‑solver and quick learner, comfortable adapting to various software platforms and operational workflows. Willingness to work across departments and take on new challenges in support of a collaborative and guest‑first resort culture. #J-18808-Ljbffr