Resort Ambassador/Access Control Supervisor

The Resort Ambassador Supervisor leads and supports the Resort Ambassador teams in the roles of Access Control & Greeters to ensure exceptional guest service, operational efficiency, and effective mountain access management. This role oversees daily operations related to providing direction, information and offerings to guests, guest flow, crowd management, line control, RFID access control, and fraud mitigation while maintaining a professional, guest-focused environment. This supervisor is responsible for training and developing staff, resolving escalated guest and operational issues, and ensuring all team members uphold Taos Ski Valley's standards for professionalism, safety, accuracy, and hospitality. This position works closely with Mountain Services leadership and other resort departments to deliver a seamless guest experience across all mountain access points and ticketing operations. Much of the day-to-day work within the Resort Ambassador team is accomplished through the leadership and direction of two forepersons. The individual in this position is responsible for fostering a positive, professional, and team-oriented work environment that promotes employee morale, accountability, continuous improvement, and guest satisfaction. This job description is intended to be a broad description of duties. Employees are expected to carry out all responsibilities in accordance with organizational policies and applicable laws. Specific information on duties and policies can be found from the direct manager, director, Human Resources, or in the Employee Reference Guide. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Essential Job Responsibilities: Lead and support the Resort Ambassador teams through direct oversight of forepersons. Recruit, hire, onboard, train, schedule, and develop seasonal staff. Develop and facilitate preseason orientations and ongoing training programs focused on guest service, operational procedures, sales systems and fulfillment, offerings, RFID validation, fraud mitigation, safety, and conflict resolution. Monitor team performance and conduct seasonal check-ins, coaching, and performance reviews. Foster a positive, professional, and collaborative work environment consistent with Taos Ski Valley's Vision, Purpose, and Values. Ensure all staff deliver exceptional guest service while maintaining professionalism under pressure. Develop and implement strategies to improve guest flow, validation efficiency, crowd management, and overall guest experience. Manage lift lines in base areas and on mountain, ticket office lines, pick-up box (PUB) areas, and perform crowd control during high-volume operations. Handle escalated guest concerns, operational issues, technical malfunctions, and team conflicts with professionalism and sound judgment. Ensure accurate validation of lift tickets, season passes, and partner products. Troubleshoot RFID gates, lane control systems/scanners, and PUB machines with the support and direction of Sirius Support, IT, and Lift Maintenance teams. Maintain working knowledge of Siriusware POS, iKon and Mountain Collective tools, Microsoft Office Suite, Microsoft Teams, Outlook, Kronos Workforce Ready, and other systems/software that may be implemented or upgraded. Communicate recurring technical or operational issues to IT, Siriusware Support, Lift Maintenance, and Mountain Services leadership as appropriate. Monitor labor reports, staffing levels, guest feedback, revenue, and operational performance with Mountain Services leadership to seek areas of improvement. Assist with budgeting, operational planning, department briefs, and continuous improvement initiatives. Prepare schedules, assignments, payroll submissions, time-off approvals, and timesheet accuracy. Ensure base area lifts are free of litter and debris that may obstruct or injure guests or staff. Inspect maze areas to ensure that all team members are maintaining the maze areas to be flat and even surface through the use of snow rakes, shovels, scoops, ice picks, and other necessary hand tools. Ensure staff properly set up, break down, and store maze panels, equipment, and operational materials. Communicate operational updates, procedures, upcoming events, and important information to all team members. Attend meetings, trainings, and leadership sessions as required. Promote strong collaboration and communication with other resort departments including, but not limited to, Lake Fork Ticket Office, Central Reservations, Snowsports, Taos Sports, Ski Patrol, Lift Operations, Lift Maintenance, Sirius Support, IT, etc. Assist with accident documentation and ensure witness statements and reports are completed accurately when required. Support emergency procedures and resort operations, including assisting with lift evacuation support, unseated passengers, and end-of-day sweep assignments when needed. Ensure all employees follow safety procedures and participate in safety trainings and meetings. Maintain reliable attendance and flexibility to support operational needs, including occasional off-site work. Willing and able to perform all duties assigned to staff as needed. Physical Requirements & Working Conditions: Ability to work outdoors in all weather conditions for extended periods, including cold temperatures, snow, wind, ice, rain, and high sun exposure. Ability to ski or snowboard safely on approved routes through green and blue terrain at Taos Ski Valley. A ski or ride evaluation, conducted by a certified Snow Sports leadership team member, is required to be taken and passed. Ability to stand for extended periods, sometimes in ski or snowboard boots, and walk on steep, uneven, icy, or snow-covered terrain. Ability to shovel snow and lift or carry equipment such as maze panels, bamboo poles, signage, and ski equipment. Ability to speak clearly and effectively communicate with guests and staff in busy environments and over radio communications. Ability to hear and respond to radio transmissions and guest interactions. Ability to maintain composure and professionalism in fast-paced and high-pressure environments. Personal Skills & Qualifications: Strong leadership skills with the ability to motivate, coach, and develop teams. Excellent guest service, communication, and interpersonal skills. Strong organizational skills with attention to detail, accuracy, and follow-through. Ability to effectively manage multiple priorities in a fast-paced environment. Proven conflict resolution and problem-solving abilities with sound judgment and professionalism. Self-starter with strong initiative and accountability. Positive, team-oriented attitude with the ability to collaborate across departments. Commitment to safety, professionalism, confidentiality, and company policies. Strong computer proficiency and ability to learn new systems quickly. Reliable, punctual, and adaptable to changing operational needs. Willingness to continuously learn, improve, and support team development. Strong personal character and commitment to Taos Ski Valley's Vision, Purpose, and Values. Ability to provide a guest experience that exceeds expectations. Qualifications/Knowledge: GED or High school diploma, Higher education is a plus. Ability to work a flexible schedule including weekends, holidays, and evenings. Knowledge of Northern NM, Taos, and TSV, and the ability to share this knowledge. Work Environment: Taos Ski Valley, Inc. is often a fast-paced work environment, especially during holiday and peak days. TSVI is in a high-altitude alpine environment that sits at over 9, 000 ft., and you must be able to work at that elevation. This position will require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions. Must be able to work both outdoors and in close quarters and with other staff. Physical Demands of Position Include: Physical ability to stand for long periods, lift up to 50 lbs. and bend/stoop. Able to lift and carry ski racks and maze panels over snow, shovel snow, standing and walking indoors and outside in all weather conditions. Ability to work on a computer for extended periods of time and up to full days. Be able to move from one resort location to another. Background Check: Positions dealing with children, of safety-sensitive and/or confidential nature, require driving or positions that handle cash may require a background check and MVR check. This position does not require a background check and MVR check.