Team Lead, Ticket & Pass Sales - Park City Resort - Full-time / Part-time

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

The Ticket & Pass Sales Team Lead is a part of the Product Sales & Services (PSS) Department and will be responsible for supervising, selling and auditing tickets, season passes, and fulfilling pre-purchased sales orders at Park City ticket office locations. This position requires a full knowledge of our products and services.  The Team Lead is responsible for ensuring our guest service/ticket sales agents and greeters follow all policies and procedures required to perform their job.  The Team Lead will monitor overall quality of offices in your base area to ensure “experience of a lifetime” for all guests and employee satisfaction. We are looking for guest service oriented individuals who are positive, outgoing, well-disciplined and desire to create a fun, professional and supportive work environment. They operate with a high level of computer proficiency, have a passion for our mountain environment, and take pride in their work. This position will be located at the Park City base area and will support both winter and summer product sales and operations. The Team Lead will act as the manager-on-duty in the absence of the manager/assistant managers.

ESSENTIAL JOB RESPONSIBILITIES: Responsibilities include, but are not limited to:

• Train and monitor performance of all PSS agents to ensure successful development and behavior of team members
• Facilitate the accurate, efficient and independent processing of lift access products while capturing guest data
• Accurately book and process activity and ski school products while capturing guest information in-person or over the phone
• Ask the guest for their information with every transaction and administer data capture protocol with sales staff
• Ability to learn, understand and communicate well with the guest about multiple product types and can easily adapt to changing pricing and product offerings. Communicates and trains any changes with sales team on a regular basis.
• Make suitable recommendations on products to meet the guests’ needs and the business objectives
• Ability to handle high volume of guest interactions while delivering exceptional service; internal & external
• Comply, train and implement department and company policies including, but not limited to: guest data collection, audit and cash handling procedures, open and close procedures.
• Create a fun and professional work environment while communicating in a courteous and respectful manner with guests and staff alike.
• Professionally resolve and follow through with any guest complaints, concerns and suggestions; perform any refunds according to department best practices
• Communicate professionally in-person, by email, over the phone and radio, with both internal and external guests. 
• Actively contribute to hiring, training and coaching of frontline staff; participate in employee management processes including snap-shots, performance appraisals and disciplinary documentation. Provide on-going feedback for employees to ensure their success.
• Work on a computer with a high degree of accuracy and efficiency; includes engaging with guests at the same time
• Responsible for all open and close procedures for sellers and sales location; includes counting cash, required reports, reviewing point of sale audit documents and organizing location audit packs
• Research and resolve audit concerns and questions in a timely manner; document and coach staff as needed.
• Participate in resort and departmental trainings and development courses as required
• Take initiative to perform duties which facilitate operations and maintain cleanliness of work area while paying attention to detail
• Promote, embrace and adhere to Vail Resort’s Mission and Values; provide a safe work environment; implement Vail Resort’s mountain service essentials, strategies, policies and procedures.
• Conduct and lead special projects
• Perform other duties as appropriate

JOB REQUIREMENTS: 

• Passionate about guest service and the hospitality/ski and snowboard industry
• Possess strong organizational, time management and teamwork skills
• Ability to develop a quick rapport with internal and external guests
• Ability to stay calm and perform well in busy and stressful situations
• Punctual and ready to work by the start of scheduled shift
• Must be able to sit, stand or move for long periods or of time
• 10 or 11-month hourly position; dates determined by manager
• Flexible with work schedule; available weekends, holidays, mornings and evenings

QUALIFICATIONS: 

• High school diploma or equivalent required; college degree preferred
• Four plus years of guest service, call center and cash handling experience
• Minimum of one year lead or supervisory experience
• Has trained employees on policies and procedures and conducted or assisted with employee evaluations
• Proficient on Microsoft applications above average typing skills
• Ability to communicate fluently and effectively in English
• Prior experience with Vail Resorts RPOS software - preferred
• Prefer conversational ability in a second language – Spanish preferred

Becoming part of the Park City team means you’re joining one of the best ski brands in the world. The legendary Park City mountain and town are crafted from local charm and hospitality. And living and working in Park City brings its own benefits. From the hip and friendly ski-into-town cultural scene to the unrivaled Wasatch powder of America’s largest mountain resort, Park City has a pulse that’s as charming as it is rewarding. Join our team and come experience all that Park City has to offer.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 142883