Job Title: TICKET OFFICE SUPERVISOR

Department: Ticket Office

Reports To: Resort Ticketing Manager

Rate of Pay: $16.00-$17.00Hour

Shift: Year-round part time

Weekends, holidays, and special events are required based on business needs.

SUMMARY

The Ticket Office Supervisor assists the Ticket Office Manager in overseeing the day-to-day operations of the Ticket office, including summer programming event tickets and winter/summer lift tickets, ensuring that both department and resort service standards and operating procedures are being met and guest's needs are being taken care of efficiently, professionally, accurately, and consistently.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Have a thorough understanding of the Axess ticket gate system including common scanning issues.

Supervise employees assigned to working ticket gates

Ensure every guest at the ticket office is serviced according to Sundance standards.

Resolve customer and employee complaints, concerns, and problems efficiently, consistently, and professionally.

Answer incoming phone calls professionally and in a timely manner.

Know mountain and event ticket rates and handle all associated transactions at window.

Have a working knowledge of the Ticketing software for day tickets.

Run point of sale transactions including cash, credit cards, gift certificates, and voucher redemption.

Daily lift ticket sales, working with the point of sale-computer and balancing cash drawers.

Organization of Season Pass sales and processing of paperwork etc.

Proficiently run and manage Season Pass program and database.

Exhibit a working knowledge of the ticketing software and be able to train others on basic software functionality.

Ensure with 100% accuracy that Season Pass documents and waivers are signed and filled out completely.

Greet guests and customers and answer all questions regarding the ticket office, ski & weather conditions, and Sundance.

Coordinate large ski groups.

Manage Corporate Pass distribution.

Work closely with local shops in the sale of Season Passes.

Work with accounting to manage sales and seasonal reports.

Assist Resort Ticketing Manager in tracking the group programs with reservations and sales.

Ensure accurate reporting of all specialty ticketing campaigns and programs.

Manage the resort VIP and Complimentary ski benefits distribution list as presented by the Executive Office.

Develop, implement, and train staff on ticket office systems and procedures, including conducting weekly staff meetings and ongoing trainings.

Monitor staff efficiency and knowledge, utilizing training and leadership skills to ensure all staff are trained and efficient in their responsibilities.

Maintain accurate staff performance logs.

Work well under pressure and handle stressful situations professionally.

Maintain a clean and organized ticket office for effective operations.

Schedule Ticket Office staff with the help of Resort Ticketing Manager.

Assume leadership role at all times.

Work with the Ticket Office Manager to ensure a supervisor or Manager is always present or available

Create a positive and fun atmosphere for employees and guests.

Be mindful of budgets and make decisions that create a balance between customer service and fiscal responsibility.

Attend weekly Department Head meetings when Resort Ticketing Manager cannot attend.

Assist the Resort Ticketing Manager in creating effective ticket office systems to optimize efficiency and service, including season pass promotional sales events.

Carry out (in absence of manager) opening and closing duties including accountability for ticket office cash register, accounting, and statistics.

Ensure all accounting duties of ticket office are performed and reported accurately.

Assist Safety and Lift Operations in handling fraudulent tickets and passes, ensuring guests are treated with respect and with efficient/clear communication.

Possess and exhibit exceptional interpersonal skills.

ALL SUNDANCE REPRESENTATIVES ARE EXPECTED TO

Embrace and promote all facets of the Sundance Guiding Principles: vision, mission, service standards, and values.

Exhibit job and product knowledge to accurately support and promote all Sundance departments, amenities and programming ventures.

Be able to work a flexible schedule, work well under pressure, meet deadlines, and manage time appropriately.

Possess the necessary social skills to work with a broad-based constituency and provide excellent service to all internal and external guests.

Demonstrate cooperative behavior with colleagues and supervisors.

Keep information confidential as directed in the confidentiality agreement.

Support and comply with all Sundance policies, procedures, and standards.

Protect Sundance assets.

Be a positive ambassador of Sundance inside and outside of work.

SUPERVISORY RESPONSIBILITIES

Directly supervise 2-6 Ticket Office Agents.

Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Complete all applicable paperwork for the above responsibilities and submit to HR in a timely manner.

ENVIRONMENTAL COMMITMENT

Support and participate in environmental programs associated with position, for example: minimize waste, recycle, conserve energy, purchase and use sustainable products, educate co-workers/guests on environmental ethic, support vendors with similar environmental ethic, decrease pollution levels, minimize the use of toxic chemicals, restore wildlife habitats. All employees are invited to participate in the Green Team and/or any Green Team sponsored events.

DRESS CODE

Sundance recognizes the impact that our image has on the guest's impression of the resort and the perception of our ability to provide professional service to our clientele. In order to best promote a positive, professional image that meets Sundance guest's expectations, employees are required to dress in a professional, conservative fashion that is appropriate for their area. Please use the following as a minimum standard:

All aspects of the Personal Appearance policy (SPL#50) must be in compliance.

Required to wear nametags at all times while in guest service area.

Clothing must be unwrinkled and clean, and in good condition (no rips, tears, or frays regardless of whether accidental or fashionably placed).

Blue jeans are permitted.

Men's shirts must be tucked in, when possible, related to the type of work, lifting bikes, etc.

Appropriate skirt length is from the knee to the ankle.

A tailored fit is required of all clothing.

Tank tops, halter tops tube tops, and spaghetti straps are prohibited.

Sleeveless shirts are permitted for females.

Bare midriffs are prohibited.

Proper footwear for your department is required. No open toed sandals

Dress sandals are permitted for females.

Flip flops are prohibited in all areas.

Tennis shoes are prohibited unless there is a business need (i.e.: Mtn. Ops.)

If an approved t-shirt is worn, it must be in good condition and have appropriate Sundance logos.

Sundance logo or a no logo baseball cap is permitted: beanies are okay.

Shorts are appropriate and must be mid-thigh or longer during the summer month and must be approved by manager.

DISCLAIMER

This is a general description of this job. All employees of STORYTELLER CANYON OPERATING COMPANY. will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Supervisory and guest service experience required.

TECHNICAL/COMPUTER SKILLS

Proficient with Micros, computer databases, spreadsheets, and electronic mail.

CERTIFICATIONS, LICENSES, REGISTRATIONS

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, talk, hear; use hands to finger, handle, or feel. The employee is occasionally required to sit and reach with hands and arms; and lift up to 50 pounds. Specific vision abilities required by this job include close vision, depth perception, peripheral vision, color vision, and ability to adjust and focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

OTHER QUALIFICATIONS

Must be 21 years of age or older