Guest Services Manager

The Guest Services Manager plays a key role in creating memorable winter experiences for locals and visitors alike. With careful attention to monitor and improve the customer experience at the Icicle River Trail (IRT) and Leavenworth Golf Course (LGC) winter venues, this role ensures smooth customer flow, consistent staff performance, and high-quality guest experiences. Beyond logistics, the Manager helps share the joy of winter recreation with others—leading by example with a positive attitude, fostering a welcoming environment, and guiding staff through meaningful, guest-focused work. Reports to : Executive Director Direct Reports : Ticket booth staff, sledding operators at the LGC, Ski Ambassadors Key Responsibilities Guest Experience Ensure an exceptional customer experience at both IRT and LGC, including: Ticketing and point-of-sale operations Customer flow management Room setup, lobby flow, and overall cleanliness Guest satisfaction and responsiveness to needs Manage opening and closing duties at both venues, delegating or personally performing clean-up and shutdown tasks. Review and publish grooming reports daily and ensure accuracy of Nordic Pulse and update the Conditions page Hire, train, schedule, and manage ticket booth staff across LGC and IRT and sledding staff at LGC. Provide regular feedback, course corrections, and coaching to ensure a professional and welcoming staff presence. Serve as backup for ticket booth staff or sledding operators when necessary. Coordinate the Ski Ambassador Program, including recruitment, scheduling, and training to support guest education and enjoyment. Provide staff coverage for breaks and absences. Responsible for daily cash deposit drops and till reconciliation Oversee season pass badge printing and distribution. Manage till pick-up and delivery to the financial administrator. Maintain accurate scheduling and staffing records. Facility Oversight Lead by example in respecting the Leavenworth Golf Course as a shared venue—helping staff understand we are guests Delegate and ensure cleanliness of IRT and LGC facilities, including ticket booths, bathrooms, and lobby spaces. Personally ensure LGC bathrooms and indoor spaces are cleaned and ready each morning, working with staff to maintain and improve standards. Safety and compliance including ensuring adequate snow and ice removal for guest safety, sharing safety issues with operational staff for remedy or venue closure, and documenting incident reports Qualifications Supervisory or management experience preferred, ideally in hospitality, outdoor recreation, or guest services. Strong organizational and problem-solving skills. Positive, guest-first attitude with the ability to lead and inspire a team. Comfortable leading teams while also willing to step in directly when needed. Cash-handling, scheduling, and record-keeping experience. Reliable, flexible, and eager to work outdoors in winter conditions. Schedule & Duration Seasonal winter position, full-time during operating season. Weekends and holidays are required. Requires a reliable winter vehicle. Target start date: November 1 — approximately half time for training and preparations. Winter season is December to March — full time with overtime potential. Compensation This position is offered as an hourly role with overtime eligibility. The pay range is $22.00 – $27.00 per hour, depending on experience. A free season pass for you and your immediate family Exchange passes at other PNSAA ski areas 401k retirement plan with matching Ready to apply? Apply now for this position online . Please note that a Google email account is required to use the Google Form Tool. Please contact View email address on click.appcast.io with questions. Located in the heart of the Cascade mountains and the Bavarian village of Leavenworth, LWSC operates 3 venues offering an alpine ski area with two rope tows, a moving carpet, a tubing hill, a sledding hill, snowshoe & fat biking trails and 26 kilometers of Nordic trails. You can't beat this deal anywhere! Family vacations are now affordable, with day ticket prices starting as low as $13. Learn more #J-18808-Ljbffr