Command Center & Loss Prevention Supervisor - Winter 26-27

The Command Center & Loss Prevention Supervisor partners with the Mountain Sales & Schools management team to safeguard revenue and system integrity across Mountain Sales operations. This role monitors real-time gate scan activity, investigates irregular scan behavior and potential pass fraud, and coordinates with Lift Operations, IT, and frontline teams to resolve access issues. The Supervisor supports and coaches’ staff while serving as the central point of contact for incident intake, escalation, and reporting. This position reports to the Mountain Sales Director of Operations with dual reporting to the Senior Manager of Sales & Reservations.
The budgeted salary range for this position is $60,416 - $70,416 . Actual pay will be dependent on budget and experience, all our salaried roles are eligible for bonus.
Applications for this position will be considered on a rolling basis.
Essential Job Functions / Key Job Responsibilities
Provide supervision and support to agents within the Mountain Sales & Schools team to ensure consistent delivery of exceptional guest service and achievement of goals
Model and uphold exemplary customer service standards to foster a guest-focused and sales-driven team culture
Manage employee workflow and create effective team schedules that optimize guest service coverage and sales opportunities
Develop and maintain reporting processes, dashboards, and documentation to support operational visibility and risk mitigation
Gain working knowledge of all Mountain Sales systems including access gates, self-service kiosks, reservation platforms, and training tools to support seamless guest transactions and sales flow
Monitor real-time gate scan data across all mountains to identify irregular activity, system errors, and potential misuse; escalate and resolve issues in coordination with Mountain Sales & Schools, Lift Operations, IT
Conduct investigations into potential fraud, unauthorized pass use, and irregular scan behavior, documenting findings and presenting to leadership
Analyze team performance metrics to identify sales trends and guest feedback, providing actionable insights to management and training teams
Address and resolve guest issues promptly and professionally while communicating outcomes to relevant parties to ensure guest loyalty and retention
Develop strong working relationships with key personnel to enhance interdepartmental communication and collaboration that benefits guest experience and operational success
Demonstrate flexibility to work across multiple locations as business needs require to maintain consistent guest service and sales support
Other duties as assigned
Education & Experience Requirements
High school diploma or equivalent required; bachelor’s degree in business, hospitality, or related field preferred
Minimum of three years of professional experience required; mountain operations, sales, or related ski industry experience preferred
Minimum of one year of experience in a supervisory or lead role preferred
Minimum of one year experience using RTP, gate systems, or access systems required
Knowledge, Skills & Abilities
Strong computer proficiency including typing skills and ability to navigate multiple computer systems required to support efficient monitoring and investigation
Familiarity with Resort Technology Partners (RTP) software a plus for smooth ticketing operations and investigation
Money handling experience with US currency required ensuring accuracy and trust in guest transactions required
Basic understanding of point-of-sale (POS) systems required to facilitate quick and accurate processing
Strong written and verbal communication skills required to engage guests effectively and collaborate with team members
Attention to detail and problem-solving skills required to resolve guest issues promptly and maintain sales accuracy
Familiarity with loss prevention, auditing, fraud detection, or investigative processes a plus to support proactive identification and resolution of irregular activity
Ability to multitask and manage time effectively in a fast-paced environment to sustain excellent guest service and sales flow
Ability to work collaboratively as part of a team required to deliver consistent guest experiences and meet sales goals
Ability to handle guest inquiries and resolve issues with professionalism and tact preferred to ensure guest satisfaction and loyalty
Flexibility and adaptability to changing operational needs and guest demands preferred to maintain seamless sales and service delivery

Employment type
Full-time

Work arrangement
No