Position Summary

This job description is intended to convey information important to the scope of this position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. 

This Ticket Office Lead role is to assist Ticket Office Manager(s) and Ticket Office Supervisor(s) to train and support staff in the ticket office, oversee daily ticket sales & administrative operations, and perform daily dispatch duties. Daily dispatch duties include enforcing and/or communicating policies and procedures across departments, coordinating emergency response, and a rigorous attention to detail throughout the entire operating day, with further detail of responsibilities included below and provided through training. 

This job description is intended to convey information important to the scope of the Ticket Office Lead position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. 

A Ticket Office Lead reports directly to the Ticket Office Manager(s), as well as the Mountain Manager(s) each day. 

General Responsibilities:

In addition to all responsibilities listed in the Ticket Office Cashier Job Description, Leads must:

• Conduct daily ticket office and dispatch operational duties 
• Perform Ticket Office cashier duties/responsibilities as needed, including but not limited to: 
• Count in/count out of the daily till
• Perform Admin Office duties/responsibilities as needed, including but not limited to: 
• Issue and account for non-return ticket types
• Validate and print employee IDs, volunteer IDs, and season passes
• Manage the lost and stolen pass database, issuing tickets or passes as prescribed 
• Manage the lost and found in coordination with the DTO
• Issue and validate PNSAA exchange letters and communicate with other ski areas as needed to resolve issues
• Conduct daily dispatch duties, including but not limited to: 
• Monitoring and appropriate response to all inquiries from all operational departments
• Documentation of opening and closing procedures for chairlifts and areas
• Notification of relevant incidents to appropriate parties, including medical incidents, separated parties, chair lift incidents, and others
• Coordination of 3rd party incident response, including Whatcom EMS, in conjunction with mountain managers **A note on Emotional Resilience and Self-Awareness: Due to the high-stress nature of emergency communications, Dispatchers must demonstrate strong emotional resilience. This means maintaining focus, composure, and clear judgment while managing urgent and sometimes traumatic situations. Dispatchers must also be self-aware and able to recognize when the emotional demands of the role are affecting their well-being. Seeking support when needed is both encouraged and essential to long-term success in this role. The ability to manage stress effectively and to proactively utilize available resources (such as peer support, debriefings, and wellness programs) is a critical part of professional responsibility in this position.
• Develop and maintain a basic understanding of the Point of Sale system including ability to reset users passwords, update daily pricing as determined by Mountain Managers, research gift card issues and action as needed, understand pass validation for relevant items and resolve issues as needed
• Be familiar with operations procedures and information necessary for accurate and effective communication to the public 
• Regularly monitor ticket office supply inventory and communicate needs with the Ticket Office Manager(s)
• Including accurately accounting for change funds including small coins
• Communicate ticket office operational needs to Ticket Office Manager(s) and communicate Mountain Management approved ski area operational changes to Ticket Office Supervisor(s) and/or Ticket Office Manager(s)
• Provide operational/procedure feedback to Ticket Office Manager(s)
• Keep ticket office spaces clean and tidy
• Assist with end-of-season ticket office tear-down 
• Assist with projects assigned by Mountain Manager and Ticket Office Manager(s) 
• Assist with and coordinate timely communication regarding operations with the public as directed 
• Support and provide assistance to other departments, as needed

Supervisory Responsibilities:

• Adjust staffing levels day-to-day as needed, including garnering additional staff from or sending staff to other departments
• Work with mountain managers to determine next day staffing needs and action according to call off policy 
• Reduce staff throughout the day as warranted by business, ensure staff on-the-clock stays busy with appropriate tasks
• Encourage and enforce confidentiality and ticket office staff policies and procedures 
• Accurately account for all daily ticket office sales activity for mountain manager use
• Conduct and/or assist in conducting initial & ongoing ticket office staff training and development
• Help create and maintain a positive, respectful, and team-oriented work environment
• Provide day-to-day guidance, communication, and support to team members, assist cashiers with reconciling daily sales activity 
• Lead by example through professionalism, teamwork, reliability, and work ethic
• Encourage strong communication, collaboration, accountability, and guest service within the team
• Promote and support a strong safety culture by reinforcing safe work practices and department safety expectations
• Help identify areas where additional operational or employee support may be needed and communicate to Ticket Office Manager(s)

Starting Pay Rate:

• Rate begins at $19.50/hour during training window, increasing to $21.50/hour when fully trained and independently performing work duties. 
• Starting rate begins at $19.50/hour during training window, increasing to $21.50/hour when fully trained and independently performing work duties. Increases for experience, merit, tenure and future WA State minimum wage adjustments possible.
• This is a seasonal, variable hour position. Hours per week may vary between 10-40+ hours/week. Expected end date for position is April 18, 2027, unless otherwise approved by management.

Preferred Knowledge and Abilities:

• Work independently & produce accurate work products
• Ability to self-direct workflow
• Independent and collaborative work interpersonal skills
• Identify, propose and implement check and balance processes in assigned work
• Ability to maintain active workplace and efficient workflow of employees
• Adaptability to navigating changing climate and department needs

Required Skills/Abilities: 

• Communicate directly and professionally with variety of communication styles
• Perform work efficiently in a busy and open environment with frequent interruptions
• Strong communication and interpersonal skills, including timely responses to managers and employees, and communication of personal needs.
• Maintain composure and work effectively when exposed to life-saving measures or traumatic incidents, demonstrate mental resilience and initiative to reach out for additional support when needed
• Ability to multi-task in busy environment
• Ability to communicate tasks and system adjustments efficiently and positively to a team
• Excellent organizational skills and attention to detail
• Ability to follow verbal and written instructions
• Ability to communicate via email and in person with both employees and customers
• Willingness to learn 
• Willingness to move systems forward and bring new ideas to the table
• Ability to implement new systems
• Demonstrate wide variety of effective leadership skills
• Demonstrate strong capacity for critical thinking

Required Qualifications:

• Willingness to learn and perform a variety of administrative and operational duties
• 2+ years of direct workplace experience or combination of other relevant experience 
• Must be 18 years or older

Position Requirements:

• Annual training provided by Mt. Baker Ski Area must be completed as a condition of position employment.
• Wage and Hour Training
• Anti-Harassment Reporting Training
• Department Trainings as assigned
• In Person Attendance to Leadership Training prior to season start
• Employment in lead positions is contingent upon the successful completion and review of a background screening. Applicants listed on the National Sex Offender Registry are not eligible for employment in lead positions.

Essential Physical Requirements: Working in the mountain environment is physically demanding. You need to be in good health and in good physical condition and have the ability to perform the following:

• Must be able to hear verbal conversations with significant background noise
• Bending, twisting, lifting and moving items throughout the day
• Ability to lift and move 30 pounds (or more depending on task)
• Standing and or sitting for long periods
• Climbing and descending stairs
• Shoveling and moving snow
• Standing and walking on compact snow and ice
• Perform repetitive tasks as necessary

Important Disclaimer: Employees are expected to act in the best interest of the Mt. Baker Ski Area, even if doing so requires actions or responsibilities not listed in the above job description. The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities required of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned which are not considered essential and may not be listed here.