Ticket Office Lead

Position Summary

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.

• 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 on-going updates to dispatch operations materials
• Assist with end‑of‑season ticket office tear‑down
• Assist with projects assigned by Mountain Manager and Ticket Office Manager(s), as needed
• Assist with and coordinate timely communication regarding operations with the public as directed
• Support and provide assistance to other departments, as needed

• Adjust staffing levels day‑to‑day as needed, including garnering additional staff from or sending staff to other…