Guest Experience Specialist – Winter 25.26 Seasonal – Full Time

Seasonal (Seasonal)

Steamboat- Ski Town, U.S.A. ®  is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities. 

BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU?

• Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees*
• Discounted skiing and riding for friends and family of eligible employees*
• Vacation and Sick Time policies for eligible employees* to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees.
• Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health.
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees*
• Free regional bus pass 

*Click HERE for more information on our employee benefits! 

For information on Steamboat Ski & Resort Corporation’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at https://www.steamboat.com/doinggood.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

POSITION SUMMARY

The Guest Experience Specialist is responsible for managing post-departure guest communication, primarily through the guest survey platform and the guest service email inbox. This role ensures timely, professional, and thoughtful follow-up with guests to enhance satisfaction and loyalty. While the focus is on digital communication, the Guest Experience Specialist may also engage directly with guests when more personalized service recovery is needed.  This position will also fill Ambassador duties that include in-person guest service approximately 1 day per week.  

An attached pdf or word document of your resume is required

ESSENTIAL DUTIES

• Provide timely and professional communication to guests through the guest survey platform and the guest services email inbox email

• Apply creativity and problem solving to overcome obstacles 

• Coordinate guest survey response teams and make sure teams are responding to guest surveys to ensure response goals are met

• Role modeling behavioral expectations of the Steamboat Culture and Key Expectations.  

• Confidently develop relationships with departmental managers to provide feedback on the Guest Experience 

• Provide timely and actionable performance feedback to frontline staff 

• Work in a fast paced and sometimes stressful environment 

• Fill Ambassador Duties as assigned by manager.  Ambassador’s duties include: Assist guests in a courteous and professional manner in all areas of the base area, on the mountain and all areas of the resort, Attend Ambassador orientation and training prior to opening day 

• Support all Steamboat Ski & Resort departments with guest crowding and disseminating operational information with emphasis on Lift Ops, Parking and Transportation Centers, Food and Beverage and Retail/Rental 

• Work at all Guest Service stations including: the Welcome Cent