Competition Center Guest Service Associate - Winter Season

Seasonal

Who We Are:  At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.  

Perks & Benefits:

• Free season pass to Winter Park and all Alterra Resorts
• Discounted friends & family tickets
• Medical, dental, vision, life, paid parental leave and more for eligible employees
• 401(k) plan with 100% company match - up to 4%
• Mental health resources for all employees
• Food & beverage and retail discounts 
• Onsite employee childcare based on availability
• Discounted equipment rentals, pro-deals, and more

ATTENTION: THIS IS A PART-TIME POSITION

POSITION SUMMARY:

The Guest Service Associate provides exceptional customer service and administrative support for Competition Center programs, events, and daily operations. This position serves as a primary point of contact for participants, parents, volunteers, spectators, and guests, assisting with registrations, inquiries, transactions, ticket sales, event information, and problem resolution.

Responsibilities include supporting program and event registrations through the Member Portal, maintaining participant records, processing payments, handling cash reconciliation, assisting with race and special event operations, and providing administrative support to Competition Center staff and leadership. The Guest Service Associate is expected to maintain accurate records, communicate effectively with internal and external customers, and contribute to a positive guest experience while supporting the efficient operation of the Competition Center office.

The successful candidate will possess strong customer service, communication, organizational, and problem-solving skills while adhering to all policies and procedures outlined in the Employee Handbook and Safety Manual.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation.

ESSENTIAL DUTIES:

• Greeting guests in a friendly and professional manner. Answer general and specific questions, giving accurate information.
• Assist guests with online and in-person program and event registrations, ensuring accurate participant information and enrollment.
• Create, test, and audit registration setups within the Member Portal to ensure accuracy, functionality, and a seamless user registration experience.
• Professionally handle guest complaints and help solve guest problems.
• Learn and maintain an excellent working knowledge of the computerized product sales system, including sales, discounts, comps, accounts receivable, returns, refunds, payment types and operations of printers.
• Prepare daily cash summary by counting and recording all monies received, Sales range from approx. $100 to $40,000+ per drawer per day. Produce daily computerized sales reports, accounts receivable reports, comp reports and provide backup for all discounts, comps, returns, refunds and replacements. Accurately balance sales report against cash report.
• Maintain sufficient supplies, forms, brochures and ticket stock at workstations.
• Assist lobby, wait-lines, specific programs and other check-in as needed.
• Maintain a friendly, congenial and helpful attitude, while effectively dealing with guests and other employees. Show cooperation and pleasant attitude. Strive to facilitate an atmosphere of teamwork.
• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.
• Maintain neat, organized and clean work areas.
• Keep information boards, brochure racks and map boxes stocked and orderly.
• Responsible for daily operation and efficiency of the office.
• Maintain accurate participant and volunteer records, including registrations, waivers, contact information, and supporting documentation.
• Support participant, parent, coach, and volunteer communication regarding registrations, schedules, program requirements, and event information.
• Generate and review registration and participant reports to support program operations and billing accuracy.
• Maintaining and managing the reporting system for billing and account reconciliation of program participants, ticket sales, customers and other revenue generated.  
• Unite program participants with their coach for late and lost participants.
• Assist coaches with contacting parents and ski/bike patrol in case of athlete injury.
• Provide administrative support for Competition Center programs, races, fundraising events, and special events.
• Supports business supervisor and directors by helping to maintain all avenues of information to and from participants/parents and coaches/ program discipline directors.  This includes printed material updates, handbooks, manuals, newsletters, web pages, radios and phone-in recordings.
• General administration duties of running the office including selling event tickets organizing and prioritizing email, posted mail, correspondence, filing, photocopying, answering phones, greeting customers, etc.
• Be current on weather and snow conditions, special events and promotions within Marketing/Sales, Competition Center, the Town of Winter Park, and general ski area information.
• Other duties as assigned

EDUCATION:

• High school diploma or GED  required
• Bachelor’s degree in Business Administration, Hospitality, or other relevant degree preferred.

EXPERIENCE:

• Min of two (2) years office experience
• Min of two (2) years customer/guest service experience
• Cash and credit card handling experience
• Min of two (2) years RTP or similar point-of-sales system experience

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Working knowledge of Microsoft Office 365 and basic computer functionality required and Excel.
• Experience with online registration systems, membership databases, or customer relationship management (CRM) platforms preferred.
• Strong attention to detail with the ability to accurately manage registrations, records, and financial transactions.
• Ability to prioritize multiple tasks while maintaining a high level of customer service in a fast-paced environment.
• Experience working with youth sports, recreation programs, events, or the ski industry preferred.
• Knowledge of the Competition Center programs and events strongly preferred
• Valid Colorado Driver’s license and clean motor vehicle record required

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position will require working weekends and some holidays and may require working in evenings.

Office Environment:

• Ability to lift, carry or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily – reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above, With the evolution of Winter Park Resort, the responsibilities of the position may change as may the dates associated with many of the tasks. During these times of change, this position requires flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the Resort and its associated lines of business.

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resort’s hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resort’s total compensation package for employees. Other rewards may include many region-specific benefits.

Hourly pay range: $22 - 25 DOE

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.

Application Deadline: Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 3 business days from the posting date listed above. This position is open and still accepting applications.