Ticket & Reservation Agent

Reports to: Commercial Operations Manager | Department: Tickets/Reservations | Status: Part Time/Full Time, Seasonal

About the role

The Ticket & Reservation Agent communicates with our customer base in an efficient manner by selling and promoting (both in person and over the phone) our products including lift tickets, season passes, rental equipment, ski & ride school lessons, events, and more. In this position, you will be responsible for receiving, responding to, and following up on all phone calls, emails, and requests directed at Granby Ranch. This role also includes ticket scanning: greeting guests at the lift, verifying chairlift passengers have a valid ticket or pass, confirming a waiver has been signed, and verifying identity on the scanner with that of the pass/ticket media holder.

Responsibilities

• Maintain an organized, clean, efficient workspace, and maintain sanitization throughout the day in accordance with COVID-19 regulations and company policy.
• Sell, book, and process season passes, lift tickets, rental equipment, ski school lessons, and more daily; either in the ticket or reservation center office.
• Ensure every guest has a signed waiver and has a photo uploaded to their profile.
• Process discounts/vouchers and promotions as required.
• Process credit card transactions and adhere strictly to guest and other privacy policies.
• Answer all Ticket & Reservation calls and emails in an efficient and helpful manner.
• Handle all guest information professionally and in confidence.
• Ensure proper cash handling procedures are in place and always adhered to.
• Review reservation bookings for the following day to be prepared for customer volume.
• Complete closing procedures for individual selling stations.
• When working outside, scan each ticket/pass media to verify valid chairlift access, signed waiver, and confirm identity matches person with media being used.
• Detain guests whose ticket/pass media does not match identity or is not valid and follow protocol for the situation.
• Work with other departments to ensure goals are met and processes are effective.
• Keep a calm, organized, and positive environment.
• Assist with Rentals, Retail, Scanning, and Ski School departments when needed and as requested.
• Opportunity to be certified to tech ski equipment.
• Learn how to boot fit to assist with Rental department.
• Be aware of retail offerings to promote sales.
• Assist with Ticket Scanning outside during lunch breaks and high-volume season.
• Maintain an exceptional level of professionalism in all interactions with guests, fellow employees, and other department managers.
• Maintain a clean and safe environment.
• Other duties as assigned.

Requirements

• High School diploma or equivalent or actively enrolled in High School.

Skills

• Strong working knowledge of computer systems—including but not limited to—Microsoft Word, Excel, and Outlook.
• Computer literacy and keyboard knowledge.
• Ability to handle guest interactions, both positive and negative, in a professional and courteous manner.
• Highly developed customer service skills.
• Effective communication: talking to others to convey information clearly.
• Active listening: giving full attention to what others are saying, taking time to understand, asking questions as appropriate, and not interrupting.
• Ability to handle cash and credit card transactions efficiently.
• Ability to understand and carry out written and verbal instructions.

Physical Requirements

• Ability to stand and sit for long periods of time.
• Ability to work in cold temperatures.
• Ability to lift up to 30 pounds.
• Climbing stairs, walking, and locating guests outside when necessary.

Schedule

• All weekends and holidays required.

Pay

$18.00 per hour

Benefits

• Paid sick time.
• Free Granby Ranch season pass.
• Free skiing and riding at 15 other Colorado resorts.
• Discounts on in-house food & beverage, rentals, lessons, and retail.
• Year-round/full-time positions qualify for health benefits (medical, dental, vision, life, short-term and long-term disability), retirement benefits, and two weeks paid time off per year.
• Employee housing available for full-time seasonal and year-round employees.

Granby Ranch is located in Granby, Colorado (90 miles northwest of Denver) and all jobs are performed on site.