Guest Services Senior Lead

About the role

The Guest Services Senior Lead supports daily operations and leadership of the Guest Services department at Homewood Mountain & Lake Club, ensuring every guest receives knowledgeable, efficient, and exceptional service throughout their experience.

Key responsibilities

• Deliver personalized guest service by answering questions, recommending resort products, and resolving concerns promptly.
• Oversee daily operations across the Guest Services Office, Ticket Windows, Ski School Sales, Call Center, online ticket sales support, and on‑mountain ticket scanning.
• Support the Services Manager with scheduling, training, coaching, performance evaluation, and conduct issues.
• Troubleshoot and resolve ticketing and technology issues, including POS systems and on‑mountain scanning interfaces.
• Maintain up‑to‑date knowledge of resort products, policies, and procedures to ensure consistent application.

Required profile

• Minimum 1 year experience in hospitality, ski resorts, or a related field; supervisory experience preferred.
• Must be at least 18 years old, able to work flexible hours including evenings, weekends, and holidays.
• Strong communication skills, professional demeanor, and ability to stay calm during busy periods.
• Physical ability to work indoors and outdoors in all weather conditions, stand and walk for >8 hours, and lift items up to 50 lb.

Required skills

• POS systems
• RTP ticketing platform
• Ticketing and scanning technology

What we offer

• Full‑time, seasonal, non‑exempt employment
• Employer‑sponsored 401(k) plan
• Employee meals and recognition programs
• Professional development and upward mobility opportunities
• Work‑family culture