Guest Services Manager

Job Summary:

The Brundage Mountain Resort Guest Services Manager is passionate about creating exceptional guest experiences and treasured mountain memories. This position oversees Guest Services, Ticketing, Reservations, and Group Sales operations while leading a team focused on hospitality, professionalism, and operational excellence. The Guest Services Manager is responsible for owning the guest experience from beginning to end, ensuring guests receive accurate information, efficient service, and thoughtful support throughout their time at the resort. This role also oversees and at times directly executes group sales and event coordination, including weddings, ski groups, corporate outings, and special events. Success in this role requires strong leadership, organization, communication, and problem-solving skills, along with the ability to confidently manage conflict and create seamless guest experiences in a fast-paced mountain environment.

Essential Duties and Responsibilities:

Lead, train, schedule, and support Guest Services, Ticketing, Reservations, and Group Sales staff. Maintain high standards of guest service and ensure all interactions align with the Brundage Mountain Resort brand and culture. Oversee daily ticketing, reservations, season pass fulfillment, online sales, and cash handling operations. Act as a primary point of contact for escalated guest concerns and service recovery situations. Coordinate and support group sales experiences including weddings, ski groups, corporate outings, and special events. Assist and support group logistics including lift tickets, billing, communication, event support, and cross-department coordination. Collaborate with departments across the resort to ensure a seamless guest experience. Develop procedures, training materials, and operational systems to improve efficiency and consistency. Monitor department performance, staffing levels, reporting, and operational needs. Support front-line Guest Services operations.

Job Qualifications:

Minimum 3 years of customer service, hospitality, or resort operations experience required Previous leadership, supervisory, or management experience preferred Experience coordinating events, group sales, weddings, or large group logistics preferred Strong leadership and team development skills Excellent communication, organization, and conflict resolution skills Strong attention to detail with the ability to manage multiple priorities simultaneously Comfortable learning and operating POS systems, reservation software, and Microsoft Office programs Knowledge of skiing/snowboarding culture and mountain resort operations preferred

Other Requirements:

Must be 18 years of age or older Ability to remain professional and solution-oriented in fast-paced or high-pressure situations Ability to work independently while collaborating effectively with multiple departments Must be available to work a flexible schedule including weekends, holidays, and peak operational periods Ability to stand or sit for extended periods and occasionally lift up to 25 pounds Valid driver's license and ability to pass insurance driving history inquiry Ability to work in a high-alpine environment