Guest Services Specialist

About the role

The Guest Services Specialist is a front-line representative for The Summit at Snoqualmie, responsible for delivering an exceptional guest experience across every point of contact — in person, by phone, and through digital channels. Reporting to the Guest Services Manager, this role owns the full arc of the guest interaction: greeting and orienting guests, processing sales and transactions through RTP, resolving issues across Salesforce CRM, and troubleshooting concerns on the spot. Success looks like a guest who leaves feeling heard, helped, and eager to return. The Summit at Snoqualmie is proud to be part of the Boyne Resorts family of resorts. Boyne Resorts is 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

• Monitor and replenish ticket and pass pick-up boxes consistently to ensure uninterrupted guest access.
• Maintain lost and found inventories accurately, facilitate the reunification of guests with their belongings, and manage the disposition of unclaimed items.
• Perform general office and workspace organization to maintain a clean, functional, and professional environment.
• Promote and adhere to safety protocols and guidelines within the ski area, contributing to a consistent standard of operational safety.
• Issue tickets and passes purchased online to guests accurately and efficiently.
• Conduct season pass and ticket sales using the RTP Point of Sale system with a high degree of transaction accuracy.
• Efficiently handle guest emails, live chats, and phone calls using Salesforce CRM, ensuring all contacts are logged and resolved within standard.
• Offer technical support to guests navigating online purchases, walking through the process clearly and patiently.
• Collaborate with the Ticket Scanning team to troubleshoot RFID access issues quickly, minimizing lift access delays.
• Demonstrate flexibility by working at different base areas as required.
• Perform any other duties as assigned.
• Maintain a professional appearance, demeanor, and enthusiasm that reflects Summit brand values across every interaction.
• De-escalate difficult guest situations independently, remaining calm and solutions-focused to ensure a positive outcome.
• Contribute to creating a safe, convenient, and enjoyable outdoor experience for all guests through consistent positive engagement.
• Work closely and collaborate with the Guest Services administrative team to support guest communications and share workload effectively.
• Communicate clearly across departments and locations to resolve guest issues that span more than one team.
• Provide excellent guest support by answering general inquiries about the mountain, resolving product-related issues, and utilizing appropriate tools to enhance visits.
• Resolve guest concerns promptly by utilizing available tools and making informed, empathetic decisions — independently and without requiring escalation whenever possible.
• Greet and direct visitors and staff to the appropriate areas with warmth and clarity.
• Provide information about tickets, base areas, and season pass options; identify natural upsell opportunities to serve the guest's full needs.

Qualifications

• Strong computer