Access Control Hot Seat Specialist

About the role

The Summit at Snoqualmie is the Pacific Northwest's premier multi‑mountain ski resort, located 47 miles east of Seattle at Snoqualmie Pass. The property spans five base areas and 20 chairlifts across Summit West, Summit Central, Summit East, and Alpental within the Mt. Baker‑Snoqualmie National Forest. A four‑season operating model includes a mountain bike park and one of the most accessible ski destinations in North America. The Summit at Snoqualmie is part of the Boyne Resorts family, the largest family‑owned, independent mountain resort company in North America, guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

Long Term Thinking

• Document and track incidents, escalations, and operational notes for follow‑up and process improvement.
• Run reports to detect possible pass errors not flagged at lifts.
• Ensure proper controls are in place to maintain accuracy and reduce fraud risk.
• Hotlist Summit and IKON passes in line with company policies.

Excellence in Execution

• Support Lift Ops/Scanning teams to ensure accurate scanning and smooth lift access.
• Monitor access gates remotely and proactively identify or resolve ticketing issues before they escalate.
• Diagnose and resolve ticket/pass issues while documenting all interactions, including pass fraud forms and restitution cases.
• Process phone payments for ticket purchases, upgrades, and restitution.
• Bring ticket reprints to lift locations as needed.
• Learn and maintain knowledge of all lift‑access products and their use within RTP.
• Stay current on resort products, terrain status, events, and daily mountain operations.

Attitude is Everything

• Serve as the primary relay point for information during emergencies, delays, or disruptions.
• Act as central dispatch to ensure quick, accurate communication across departments.
• Maintain clear, professional communication between Lift Ops/Scanning and Guest Services at all times.

Develop Great People

• Assist coworkers with policy or procedure questions and help resolve difficult guest situations.
• Share system knowledge and troubleshooting techniques with team members to build broader team capability.

Serve First

• Respond to phone and radio calls from Lift Ops/Scanning, providing timely and professional access solutions.
• Communicate with guests via phone and email using Service Cloud.
• Notify passholders of scanning incidents through email or phone outreach.
• Walk to lift locations when necessary to assist scanners or lift operators directly.
• Deliver exceptional guest service with a positive, professional, and helpful approach in every interaction.

Qualifications

• Excellent written and verbal communication skills.
• Strong interpersonal skills and active listening abilities.
• Effective problem‑solving and conflict‑resolution skills.
• Friendly, adaptable, and composed in fast‑paced or high‑pressure environments.
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.
• Sound judgment to troubleshoot ticketing issues and adapt methods for efficient operations.
• Commitment to exceptional guest service and team collaboration.
• Must be 18 years of age or older.
• Preferred: Experience with scan guns and tablets used for access control.
• Preferred: Proficiency in RTP for managing lift access (training provided).
• Preferred: Ability to interpret RTP reporting and scan data.
• Preferred: Proficiency with Microsoft Excel and reporting tools.
• Preferred: Salesforce Service Cloud experience.

Pay

The wage range for this position is $24.45 – $28.75 per hour, dependent on experience.

Benefits

• Non‑benefited role (no health insurance provided).
• All individuals may contribute to the 401(k) plan; a discretionary match is available after 1,000 hours worked in a calendar year (subject to a 2‑year vesting cliff).
• Sick time accrues at 1 hour per 40 hours worked, up to a maximum of 64 hours per year.