Competition Center Guest Service Associate - Winter Season

About the Role

The Guest Service Associate provides exceptional customer service and administrative support for Competition Center programs, events, and daily operations. This position serves as a primary point of contact for participants, parents, volunteers, spectators, and guests, assisting with registrations, inquiries, transactions, ticket sales, event information, and problem resolution.

Responsibilities

• Greet guests in a friendly and professional manner, answer general and specific questions, and provide accurate information.
• Assist guests with online and in-person program and event registrations, ensuring accurate participant information and enrollment.
• Create, test, and audit registration setups within the Member Portal to ensure accuracy, functionality, and a seamless user registration experience.
• Handle guest complaints professionally and help solve guest problems.
• Maintain an excellent working knowledge of the computerized product sales system, including sales, discounts, comps, accounts receivable, returns, refunds, payment types, and operations of printers.
• Prepare daily cash summary by counting and recording all monies received (sales range from approx. $100 to $40,000+ per drawer per day).
• Produce daily computerized sales reports, accounts receivable reports, comp reports, and provide backup for all discounts, comps, returns, refunds, and replacements.
• Accurately balance sales report against cash report.
• Maintain sufficient supplies, forms, brochures, and ticket stock at workstations.
• Assist lobby, wait-lines, specific programs, and other check-in as needed.
• Maintain a friendly, congenial, and helpful attitude while effectively dealing with guests and other employees.
• Report and/or correct unsafe conditions regarding equipment, work area, and ski area in general.
• Maintain neat, organized, and clean work areas.
• Keep information boards, brochure racks, and map boxes stocked and orderly.
• Responsible for daily operation and efficiency of the office.
• Maintain accurate participant and volunteer records, including registrations, waivers, contact information, and supporting documentation.
• Support participant, parent, coach, and volunteer communication regarding registrations, schedules, program requirements, and event information.
• Generate and review registration and participant reports to support program operations and billing accuracy.
• Maintain and manage the reporting system for billing and account reconciliation of program participants, ticket sales, customers, and other revenue generated.
• Unite program participants with their coach for late and lost participants.
• Assist coaches with contacting parents and ski/bike patrol in case of athlete injury.
• Provide administrative support for Competition Center programs, races, fundraising events, and special events.
• Support business supervisor and directors by helping to maintain all avenues of information to and from participants/parents and coaches/program discipline directors, including printed material updates, handbooks, manuals, newsletters, web pages, radios, and phone-in recordings.
• Perform general administration duties such as selling event tickets, organizing and prioritizing email, posted mail, correspondence, filing, photocopying, answering phones, and greeting customers.
• Stay current on weather and snow conditions, special events, and promotions within Marketing/Sales, Competition Center, the Town of Winter Park, and general ski area information.
• Other duties as assigned.

Requirements

• High school diploma or GED required.
• Bachelor's degree in Business Administration, Hospitality, or other relevant degree preferred.
• Minimum of two (2) years of office experience.
• Minimum of two (2) years of customer/guest service experience.
• Cash and credit card handling experience.
• Minimum of two (2) years of RTP or similar point-of-sales system experience.

Skills

• Working knowledge of Microsoft Office 365 and basic computer functionality, including Excel.
• Experience with online registration systems, membership databases, or customer relationship management (CRM) platforms preferred.
• Strong attention to detail with the ability to accurately manage registrations, records, and financial transactions.
• Ability to prioritize multiple tasks while maintaining a high level of customer service in a fast-paced environment.
• Experience working with youth sports, recreation programs, events, or the ski industry preferred.
• Knowledge of the Competition Center programs and events strongly preferred.
• Valid Colorado Driver's license and clean motor vehicle record required.

Physical Demands and Working Conditions

• This position requires working weekends, some holidays, and may require working in evenings.
• Ability to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing, and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

Benefits

• Free season pass to Winter Park and all Alterra Resorts.
• Discounted friends & family tickets.
• Medical, dental, vision, life, and paid parental leave for eligible employees.
• 401(k) plan with 100% company match - up to 4%.
• Mental health resources for all employees.
• Food & beverage and retail discounts.
• Onsite employee childcare based on availability.
• Discounted equipment rentals, pro-deals, and more.

Pay

Hourly pay range: $22 - $25 DOE.

Schedule

This is a part-time position.