SUMMARY

Provide a clean, friendly and fun experience for our members and guests.  We are committed to exceeding our customers' expectations, while providing a fun environment for our employees. Oversee and coordinate the daily operations of the Ticket Office and provide support to the Resort Services Manager as needed.  Conduct product and sales training/coaching for the sales concourse staff and develop other staff as needed.  Effectively organize, communicate and execute the sale of all resort products.  Respond to all guest service issues in a courteous and timely manner.  As a customer focused organization, a crucial part of each employee's job is to get and keep guests.

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

1. Oversee all aspects of the Ticket Department, including, training/coaching on products and POS systems, and informational support.
2. Maintain superior knowledge of all resort products and support Cranmore sales goals through cross-sell, up-sell and other merchandising opportunities. 
3. Maintain a strong working knowledge of all POS systems (Siriusware, and E-Commerce platforms).
4. Work with sales staff to ensure the guests’ needs are being matched with an appropriate resort product while being mindful of the resort sales goals.
5. Provide support to the systems administrator in updating systems to accurately reflect current resort products, specials, and all other offerings
6. Act as Manager on Duty (MOD) in the absence of Resort Services Manager and oversee daily operations, such as opening and closing, inventory control, and reservations.  
7. Keep reception area and Ticket Office neat at all times.
8. Provide support for the finance staff as needed.
9. Communicate and work with all resort departments in resolving guest issues and assisting in sales training efforts.
10. Compile daily receipts and associated reports, as well as weekly and season to date reports as needed.
11. Compile and track other data as may be established.      
12. Ensure all sales staff follow established cash handling procedures and maintain accurate cash drawers.
13. Overall responsibilities include contributing to the team effort by maintaining flexible working hours and participation in job sharing; assuming responsibility for the cleanliness of the resort and safety of guests and employees; participating in safety meetings; accepting diverse assignments; maintaining a positive and friendly attitude and demeanor in all internal and external interactions.  A high degree of integrity and confidentiality is expected.
14. Maintain and enhance a guest focused culture with a friendly and helpful attitude in all areas of responsibility.
15. Effective communication skills with all levels of employees, guests and all other outside contacts.
16. Ability to delegate responsibilities, motivate and lead direct reports to achieve goals and objectives.
17. Familiarity with state and federal environmental standards and OSHA regulations.
18. Understanding of corporate and resort specific policies and procedures.
19. Maintaining a neat and clean working environment.
20. Maintaining appropriate dress code and other company policies.

SUPERVISORY RESPONSIBILITIES

Manage 15-25 subordinate employees in all ticket sales locations.  Responsible for the supervision, coordination, and evaluation of these units.  Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

Basic education (high school), customer service/guest relations experience.

SCHEDULING

The Ticket Seller Lead is a full-time, seasonal position.  Hours vary based on season and business volumes.  The typical schedule is 5 days a week, 8-10 hours per day, between the hours of 7am to 9pm. Weekends, holidays and vacation weeks are included. During peak business volumes, functions, and special events, some late evening hours may be required.