Access Control Specialist

About the role

Access Control Specialists primarily work inside where they communicate with the outside Ticket Checking team over radio and phone to resolve ticketing issues and create exceptional guest experiences while guests prepare to load lifts and gain access to the slopes. When a guest’s ticket or pass does not work, the Ticket Checking team relays information to the Access Control team. It is the goal of the Access Control team to determine why a guest is having a ticketing issue and coordinate a solution with the Ticket Checking team and guest. The customer service provided during and following access issues has a large impact on the overall guest experience at Big Sky Resort.

To be successful in this position, you should be a team player who is comfortable problem-solving in a fast-paced environment. You will be asked to maintain clear and professional communication, while under pressure, to resolve issues in a timely manner.

Responsibilities

• Respond to phone or radio calls pertaining to access issues in a professional manner.
• Record, diagnose, and fix ticket or pass issues as they are brought to your attention.
• Monitor gate activity from inside and be proactive in fixing pass issues before they are called in.
• Run reports to look for potential pass errors that are not detected by the ticket checking team.
• Gain an in-depth understanding of all lift access products valid at Big Sky Resort, how to sell/return products, and how lift access products function in the RTP sales platform.
• Gain knowledge of Big Sky Mountain Sports products, mountain terrain, area services, activities, and events.
• Answer guest questions via phone calls or email in a professional manner.
• Be familiar with the daily snow and grooming report.
• Perform a few hours of outdoor work each week, such as bringing tickets that require a reprint to the lift.
• Demonstrate willingness and ability to be flexible in the workplace and be a team player.
• Maintain a fun, friendly, and professional attitude with all guests.

Requirements

• Previous experience working directly with guests is necessary.
• Ability to keep composure and professionalism during challenging interactions is a must.
• Previous employment at a resort, cash handling, and point-of-sale experience is preferred.
• A novice-level understanding of Microsoft Excel is required.

Benefits

• FREE All Mountain Ski Pass and eligibility for free or discounted tickets to other Montana mountains and Boyne Resort properties.
• Discounted vouchers for skiing at Big Sky Resort for friends and family.
• Discounted ski/snowboard rentals with a free employee lesson.
• 25%-50% off food & beverage and retail at all Boyne outlets.
• Eligibility for affordable team member housing.
• Lodging discounts for friends and family.
• Discounted Lone Mountain Ranch Cross Country Ski Trail Pass.
• Wellness Day and eligibility for PTO.
• Monthly employee events.