Guest Services Supervisor

Guest Services Supervisor

At Marquette Mountain Resort, we believe that work should be as exhilarating as play. Nestled in the heart of Michigan's Upper Peninsula, our resort offers a dynamic environment where passion for the outdoors meets exceptional service. Join us in growing all aspects of our business while embodying our values.

Serving as a hands-on supervisor, the Guest Services Supervisor delivers exceptional customer support, deep product knowledge, and day-to-day operational leadership to assist every guest. Split between Cafe and Guest Services/Retail/Ticketing operations, key responsibilities include location closing procedures, staff leadership, inventory oversight, team training, and support for both public and private events. The role demands year-round availability with full operational commitment during peak periods, while offering potential for part-time status or reduced scheduling during summer.

Essential Duties and Responsibilities:

• Supervise employees in both the retail, ticket, and cafe work areas.
• Manage Point of Sale, inventories, and displays, ordering supplies and merchandise.
• Give accurate and current information about the merchandise for all brands carried.
• Cleaning and organizing daily to keep the work area with a professional appearance.
• Process Season's Passes, Lift Tickets, Retail Sales, and Cafe Transactions.
• Oversee and perform all guest services associated with providing retail/services for guests, must also be able to answer questions about activities and sights in the area.
• Oversee all inventory and work with the Assistant General Manager to determine appropriate products to be sold and stock selection.
• Assist with the planning, setup, execution, and hands-on operational support for public and private events held at Marquette Mountain Resort (including, but not limited to, volleyball leagues, tournaments, bike races, art shows, weddings, and private parties).
• Provide successful and efficient experiences for both guests and employees.
• Provide formal and informal feedback to managers regarding inventory loss/gain, loss prevention strategies, and inventory audits.
• Communicate information to all staff and groups to ensure knowledge of Marquette Mountain Resort activities, events, and changes.
• Assist the management team to ensure accurate accounting of daily inventories, revenues and expenses. Implements policies and operating procedures to ensure accuracy, accountability and security of all assets.
• Review retail shop weekly to verify store and inventory control standards are being achieved and financial/loss prevention goals are being met. Meet with the management team to review write-offs, goals and losses.
• Work with Customer Services, Guest Services, Rental and Snowsports Supervisor in ensuring that scheduling and staffing levels are appropriate for group and daily volume.
• Develop and maintain excellent public relations with existing and prospective vendors as a representative of Marquette Mountain Resort.
• Maintain and operate POS System. This entails working with White Peaks, respective departments and Web Site Developers.
• The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications:

• Associate Degree or equivalent experience
• Must be professional, courteous and exercise tact and diplomacy when dealing with the Members and guests
• Ability to prioritize and multitask, managing multiple projects, and attention to detail
• Ability to work independently with minimal supervision
• Ability to work in a fast past environment with tight deadlines and shifting needs
• Outstanding communication and interpersonal skills
• Strong organizational/management and collaboration skills
• A reliable individual who can work independently but also as part of a team, committed to customer service
• Requires face-to-face leadership and involves early morning, evening, and weekend responsibilities. Offers the potential for reduced hours or part-time status during the summer season.
• Attention to detail and accuracy.
• Accurate with money usage and register use.
• Computer Skills: Google Suite, Canva, POS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Workstation & Workspace Movement: Consistently works in a stationary position at a computer station while also needing to move about inside the office or facility to access file cabinets, equipment, and meeting rooms.
• Equipment Operation: Frequently operates standard office equipment, tools, and computer peripherals.
• Material Handling: Regularly positions, moves, or transports files, supplies, or materials weighing up to 25 pounds across the workspace.
• Low & High Access: Occasional requirement to position oneself to retrieve items or inspect equipment stored at lower or higher levels.

We believe in taking care of our people. Marquette Mountain offers a highly competitive compensation package designed to support your health, financial future, and overall well-being.

Marquette Mountain is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.