Guest Services Agent 1 - Winter 2025/26

Guest Services Agent

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play!

• Free employee season pass and free or discounted dependents season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

Guest Services Agents work indoors in a high business volume environment, selling and fulfilling tickets, season passes, equipment rentals, Tours, and/or Ski and Ride School products at sophisticated point of sale (POS) terminals requiring a high level of computer experience.

GS Agents must demonstrate understanding and proficiency in operating the POS to fulfill the products sold. GS Agents have high guest contact requiring quality customer service skills. GS Agents must have the ability to work well with the public constantly, sometimes under stressful conditions. Agents must have a high level of knowledge about all aspects of products offered, including other departments, their locations and functions, as well as events, activities, and services available to our guests.

Essential Functions/Major Responsibilities

Provide Excellent Guest Service

• Greet guests warmly, make eye contact, and start a dialogue to initiate a positive interaction.
• Direct and assist guests with product/service choices.
• Listen to and take care of guests under tight time constraints.
• Use effective verbal communication and interpersonal skills.
• Anticipate and meet the needs of guests.
• Know and apply Mt. Bachelor & Sun Country Tours Chain of Command and policies for guest recovery.
• Know what products and services are available for sale and actively pursue opportunities for sales.
• Complete transaction efficiently and accurately, directing guests as necessary.
• Report to work on time and in complete uniform.

Support Teamwork and Initiative

• Work well with others as part of a team.
• Be aware of any procedure changes and event activity that may affect the department by reviewing the staff announcement notebook and communicating with the Department Supervisor at the beginning of your shift.
• Be aware of department needs outside of specific cashiering tasks and take initiative to contribute.
• Attend departmental meetings.

Operate the POS system

• Log in to Windows and POS, configure colors and list views.
• Count bank, check, and/or load ticket and receipt printer, and other supplies.
• Sell daily products and services using cash, credit cards, gift cards, and mixed payments.
• Book Zipline Tours, Rafting, and RV reservations in a separate booking system.
• Have a basic understanding of Ski, Snowboard, and Mountain Bike rentals.
• Can explain, sell, and organize limited retail items.
• Identify when a transaction is to be a sale, voucher redemption from a profile, or an order fulfillment.
• Guide guests through online orders and voucher redemption.
• Basic troubleshooting of the POS equipment, including restarting, clearing ticket jams, ticket will not feed issues, etc.
• Accurately count out bank, deposit, complete necessary closing paperwork, client close, and stocking of station at the end of shift.

Adhere to Safety and Security Policies

• Follow the "Heads Up" Rule: Be aware of what is going on around you. If at any time you feel an unsafe situation exists, please consider it your duty to report it to your manager. Assess and improve your work area(s) to ensure that our environment is enjoyable, productive, and safe.
• Watch all entries and exits for hazards and or unwarranted activities.
• Take the initiative to support the Mt. Bachelor Safety Huddle Program.
• Proactively complete the safety training matrix.

Interpersonal Contacts

Primary contact is with guests. You are our frontline staff.

Specific Job Skills

• Technical: Ability to run a computerized POS system.
• Physical Capabilities: Able to lift 20lbs, stand for long periods of time.
• Additional: Cash handling experience preferred. Must have good math and typing skills.

Education/Related Experience

• Minimum education required: High School Diploma or Equivalent.
• Minimum time in related position: 1 year in customer service, retail, hospitality, or related customer service experience.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Such accommodation requires an interactive discussion with the Human Resources Department before such accommodations can be made.
• In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow and walk on steep and uneven surfaces.

Current Hiring Rate: $16.50/hr

Minimum Age Requirement: 16+

Come Work Where You Play!

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.