Guest Services Assistant Manager

About the role

The Guest Services Assistant Manager leads day‑to‑day Guest Services operations across The Summit at Snoqualmie, focusing on training, development, and consistent implementation of department standards. The role supports frontline team members and leaders through onboarding, ongoing training, coaching, performance development, and clear operational processes. Working closely with the Guest Services Sr. Manager, it ensures employees have the knowledge, tools, resources, and support to deliver accurate, efficient, and exceptional guest experiences across all service channels and base areas.

Responsibilities

• Monitor performance and align the team with key performance indicators including TMES scores, NPS results, BSA compliance and EBITDA performance.
• Understand visitor flow throughout base areas and utilize this knowledge for improvements in signage, ambassador staging, and sales and arrival process improvements that elevate the guest experience.
• Understand and anticipate visitor needs, providing feedback on new processes that exceed visitor expectations.
• Understand the impact of labor, purchasing, and staffing on the budget and work to ensure fiscal responsibility, cost efficiency, and alignment with operational and financial goals.
• Consistently evaluate, coach on, and uphold guest service and brand standards across all touchpoints and base areas.
• Assist in running the day‑to‑day operations of all POS, ambassador and frontline teams to ensure they are set up for success, supported, and providing exceptional customer service.
• Support frontline guest service and contact center staff by providing breaks and filling in when needed.
• Implement and provide feedback on quick reference guides, training materials, and databases that support the team in providing consistent, accurate and informed guest responses.
• Ensure pick up boxes (PUBs) always remain stocked, online and available for visitor use.
• Maintain strong knowledge of all resort products, services, promotions, pricing, and special events.
• Stay current with system updates and train team members on new features and capabilities.
• Assist in fraud tracking and chargeback resolution, when needed.
• Assist with comp and voucher program tracking and management, when needed.
• Solve escalated service issues in a timely and positive manner to ensure guest satisfaction and repeat visitation while protecting company assets.
• Collaborate and communicate proactively and effectively across departments to create a guest experience that aligns with department standards.
• Provide clarity and coaching to the guest services team to ensure they provide a level of guest service that aligns with established policies and procedures.
• Assist in hiring and onboarding guest service team members.
• Uphold ongoing training programs and assist with performance evaluations.
• Set clear expectations by communicating baseline standards and processes that teach, support, and elevate the guest services team.
• Serve as a product and sales knowledge expert for internal teams across departments; share and train to SOPs to ensure a high level of customer service, operational efficiency and clarity for teams and guests.
• Assist with staff scheduling and payroll.
• Support the Guest Services leadership (managers and supervisors) team through goal setting, system reporting, established feedback mechanisms, and future planning.
• Serve as a positive role model and provide guidance to the Guest Services team by demonstrating a solutions‑focused approach that emphasizes problem‑solving and empathy.
• Assist in maintaining all guest services POS systems, products and hardware through seasonal testing, improvements and optimization to create an exceptional guest experience.
• Possess the ability to troubleshoot RTP, PUBs, ServiceCloud and other guest service system and hardware problems.

Qualifications

• Minimum 2 years of leadership experience in guest services, hospitality, mountain resort or guest experience roles.
• Experience with Salesforce Service Cloud, RTP, CRM systems, contact center operations, Microsoft suite, and ticketing and reporting systems preferred.
• Excellent communication, interpersonal, and problem‑solving abilities.
• Strong attention to detail skills with experience monitoring and tracking multiple data sources and consolidating information into actionable takeaways.
• Demonstrated ability to develop and manage teams of 40 or more people.