Tickets Manager/Assistant Manager


  • Full-Time Permanent
  • Vernon

Website Silver Star Ski Resort

The Tickets Assistant Manager (or Manager depending on experience) is responsible for the daily operation and supervision of the sales and service desks within the Ticket and Season Pass Office.  Coordinating Pass Sales for the summer and winter season as well as other Pass and Tickets relates Sales Campaigns ensuring that SilverStar is professionally represented in the Community.

Job Duties

  • Train and motivate the Sales and Service Team, (Hold daily morning Huddles)
  • Train all Resort Staff on the sale of Tickets and Season Passes, as required
  • Responsible for the most effective management of “Tickets” Team across the sales areas. Ensure that wages stay within budget and manage and coordinate weekly team schedule
  • Work the Sales and Service Areas on a daily basis, leading by example
  • Ensure training manual for the Sales and Service Team is kept up to date
  • Administration and management of staff, staff family and volunteer passes. Liaising and working alongside HR to ensure required sign offs are completed
  • Ensure a Sales and Service Culture is implemented and maintained throughout the season to maximize revenue and exceed customer expectations
  • Ensure that controls are in place and maintained to mitigate the risk of ticket theft
  • Responsible for lockers, payment and organization, tracking income to ensure that income received in accordance with plan
  • Responsible for administrating all Season Pass Refunds and Letters of Credit and ensuring request stay within policies. Response for tracking and recording all requests.  Preparing all exceptions for review at Director level
  • Track and monitor the Winter Pass and Locker Payment Plan schedules to ensure adherence to plan, including payment deadline
  • Responsible for maintaining the Ticket and Season Pass Waiver Program. Ensure products and programs are updated accurately (website, 1Risk, Ecommerce)
  • Develop and maintain Resort Policies and Procedures
  • Meet and exceed the needs of our customers through the efficient running of the Sales and Service Team operation
  • Handle customer comments/questions/concerns
  • Ensure that all stations are stocked with appropriate supplies
  • Ensure that all calls/emails are responded to within 24 hours and followed up within one week if required
  • Ensure data entry of sales team is accurate
  • Ensure that the Summer and Winter Early Pass Sales Campaigns are well planned and executed, liaising with Marketing, scheduling staff, ensuring that the correct resources are on site



  • At least 4 years of experience in a similar sales and service supervisory role
  • Post-secondary education in a related discipline or a combination of education and previous experience in customer sales and service
  • Current BC Driver’s License
  • Staff motivation skills
  • A highly motivated team player
  • Sales and product development skills an advantage
  • Cash handling skills
  • Computer literate with strong Microsoft Office and POS system skills
  • An enthusiastic and positive attitude
  • Outstanding customer service skills
  • Strong organizational skills
  • Excellent oral and written communication and presentation skills
  • Strong personal presence, committed team player, resilient
  • Team Building Skills
  • Strong work ethic with hands-on style
  • Team Leadership
  • Customer Orientation
  • Collaborating for Success
  • Inspiring
  • Flexibility
  • Planning and Organizing
  • Communication
  • Developing People
  • Exceed customers’ expectations with high service levels in resort
  • Create an environment in which the team becomes a sales force within the resort
  • Increase awareness of the Resort Sales and Service Team and their importance to the guest experience within the resort

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