Job Description

Position

: Guest Services & Reservations Manager

Department

: Sales & Guest Services

Location

: Granite Peak

Report To

: Director of Sales and Guest Services

Type

: Fulltime Year-Round

Compensation

:

Salary: $55,000.00-$65,000.00 Bonus: $3,000.00

Benefits:

401K | Health, Dental, & Vision Insurance | HSA (Health Savings Account) | PTO (Paid Time Off) | Season Pass

Company Overview:

Midwest Family Ski Resorts (MFSR) represents three of the Midwest's oldest and largest mountain resorts: Granite Peak (WI), Snowriver (MI), and Lutsen Mountains (MN). As a multi-generational, family-owned and operated collection of ski areas, we pride ourselves on welcoming Midwest families, friends, and visitors to the slopes. Our culture is grounded in team-focused values, with team members who take initiative, adapt to change, and collaborate to create great experiences. Together, we make memorable moments that keep communities and guests returning year after year.

Position Overview:

Granite Peak Ski Resort is seeking a dynamic and organized leader to oversee the daily operations of our Guest Services, Reservations (Call Center), and Ticketing departments. This role is essential to ensuring a seamless and exceptional guest experience across all frontline service points. The ideal candidate will be hands-on in daily operations while also helping to implement department-wide improvements and uphold brand standards.

This position supports the Director of Sales & Guest Services, enabling them to focus on high-level, multi-resort strategy and leadership across our three Midwest Family Ski Resorts properties. As such, this role will serve as the on-site operational lead at Granite Peak for all guest-facing service points related to ticketing and reservations.

Key Responsibilities:

Guest Services & Ticketing (Granite Peak):

Lead and participate in daily front-line operations including check-in, ticket sales, group sale/process, and guest service interactions. Monitor guest flow and staffing to reduce wait times, resolve escalated concerns, and maintain organized, welcoming service areas.

Call Center (All Resorts):

Oversee and participate in multi-resort call center handling reservations, product questions, and guest communication by phone and email. Track KPIs (response times, booking accuracy, guest satisfaction), support training and scripting, and coach staff to align guest needs with resort products and sales goals.

Staff Leadership:

Hire, train, schedule, and coach seasonal and year-round staff across both areas, ensuring consistent service and a culture of teamwork and hospitality.

Systems & Processes:

Ensure accurate use of POS, ticketing, and Webex; assist with new system rollouts and maintain frontline SOPs.

Collaboration:

Participate in Granite Peak MOD (Manager on Duty) schedule and coordinate with Mountain Ops, F&B, Rentals, Retail, Lifts, and Ski School to support guest needs, group ticketing, and special events.

Other Duties:

Perform additional responsibilities as assigned.

Qualifications:

2-4 years of experience in guest services, hospitality, call center, and/or resort operations (ski/tourism industry is preferred). 1+ year in a supervisory or assistant manager role preferred Knowledge of Siriusware, Inntopia, or similar platforms is preferred. Strong interpersonal skills with a passion for leading teams and providing stellar guest services. Comfortable using and training others on reservation and POS systems. Highly organized, detail-oriented, and adaptable in a fast-paced environment. Available to work weekends, holidays, and peak periods is required.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Health insurance Health savings account Paid time off Parental leave Vision insurance
Work Location: In person