Guest Services Agent 2 - Winter 2025/26

Guest Service Level 2 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 dependent(s) 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 Service Level 2 Agents work in high business volume environments, assisting guests with the online purchase of tickets, season passes, equipment rentals, Ski and Ride School, Zipline Tours, RV reservations, and Sunset Dinners. Agents must be experts in the online purchase flow so they can guide guests on their mobile devices, laptops, tablets, etc. At times, agents work with sophisticated point of sale (POS) terminals requiring a high level of computer experience. Agents work with guests in person, via email, text, and phone. They must be able to work in any of our sales locations, including West Village Guest Services, West Village Reservations, Sunrise Guest Services, Sun Country Tours Bend, and Sun Country Tours Sunriver. Some work is performed indoors, while some is outdoors in an alpine winter environment. They must demonstrate understanding and proficiency in operating the POS to fulfill products sold in all Guest Service locations. Agents have high guest contact requiring quality customer service skills. Agents must have the ability to work well with the public constantly, often under stressful conditions. Agents must have a high level of knowledge about all aspects of Mt. Bachelor & Sun Country Tours, including other departments, their locations and functions, as well as events, activities, and services available to our Guests. Agents must have a high degree of computer literacy in Windows. Some of our locations feature retail operations, and duties include maintaining displays of products and restocking merchandise, researching product features, and sharing knowledge with co-workers.

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.
• Have a high level of computer literacy.

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 staff announcement daily notes 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 the POS system, configure as appropriate.
• Count bank, check, and/or load ticket and receipt printer, and other supplies.
• Open the conditions page and read, update yourself on staff announcements and other news of the day, before greeting the first guest.
• Sell tickets, passes, rentals, and lessons using cash, credit cards, gift cards, and mixed payments.
• Know which transactions can be completed online, and which transactions need to be done in person.
• Identify when a transaction is to be a sale, voucher redemption from a profile, or an order fulfillment.
• Determine the usage of pass products.
• Recognize commonly presented physical vouchers and coupons and know their usage restrictions and redemption procedures.
• Search for and find customer vouchers, identify the correct voucher(s), and redeem the correct voucher(s).
• Basic troubleshooting of the POS equipment, including restarting, clearing ticket jams, ticket will not feed issues, etc.
• Complete Basic Cashiering class with IT.
• 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. Ability to meet your scheduling commitment.

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.

Job Conditions

In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow, lift up to 10 pounds, and walk on steep and uneven surfaces.

Current Hiring Rate: $18.50/hr

Minimum Age Requirement: 18+

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.