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Ticket Office & Funicular Team Member (Part-Time)
Reports to: Head of Ticket Office & Funicular Team
Location: Cairngorm Mountain
Role Overview
Purpose of job
The function of the Ticket Office & Funicular Team is to ensure the customer experience is delivered to the highest standards throughout their journey and to ensure the provision of hospitality and customer care to CMSL customers from the moment they arrive at the resort.
Pay Rate: £12.00 per hour (£12.60 from April 2025).
Please note this role is part-time – 2 days per week (Saturday’s & Sunday’s).
Roles and Responsibilities
The Ticket Office & Funicular Team Member is accountable to the Head of Ticket Office & Funicular Team and will support with various aspects of the departments operations. This will primarily be in the Ticket Office, working on the cash desks and providing guidance to customers, as well as supporting with Funicular Operations undertaking both bottom and top platform duties when required.
Ticket Office & Funicular Team Member is responsible for:
Duties & Responsibilities
- To control the movement of the public and funicular railway in-line with the Safety Management System (SMS).
- To adhere to all company standard operating procedures and funicular protocols.
- To understand and observe the protocols when using the 2-way radio system.
- To undertake both top and bottom platform duties.
- To provide excellent customer service both in person, and over the phone when required.
- To undertake “Meet & Greet” front of house duties to meet and provide accurate information to our customers on their arrival at Cairngorm Mountain.
- To understand and operate the ticketing sales operation through SkiData, for all summer and winter products.
- To ensure that the department operates to the highest standards of customer care.
- To understand and follow the VMP, and able to explain VMP to our guests.
- Observe all Health & Safety requirements.
- To identify personal development needs in line with personal and organisational objectives.
- To undertake any other reasonable duties as may, from time to time, be required.
People Management
- Be polite and attentive to all our guests and colleagues.
- Attend departmental meetings as/when required.
- Attend annual performance management and development processes such as Performance and Development (PAD) Reviews.
Other
- Ensuring compliance with Health and Safety procedures, risk assessments and company policies
Person Specification
Experience
The role would suit someone who has had experience in a visitor attraction including winter snowsports. Demonstrate good people skills, both customer facing and within your team. The role will require a degree of flexible working to meet the business needs, 7-day operation and events out with normal operating hours.
Experience/Qualifications
Required:
- Experience in a customer focused environment, preferably a visitor attraction.
- A good level of numeracy.
- Cash handling experience.
- Experience in MS systems and basic IT skills.
Desired:
- A valid 2-day First Aid certificate.
Skills
- Excellent Customer Service skills.
- Excellent communication skills, both written and verbal.
- Ability to give clear direction to all levels from CEO to site level.
- Ability to work alone as well as part of a wider team and under pressure.
- Excellent attention to detail.
- Problem solver.
Personal Attributes/Behaviours
- The ability to identify success as well as areas for improvement.
- A motivated individual who is not fazed by an ever-changing environment.
- Committed.
- Flexible with a ‘Can do’ approach.
- Adaptable.
- Team player.
Company Background and Culture / Location Overview
Cairngorm Mountain, managed by Cairngorm Mountain (Scotland) Ltd is a popular snowsports destination in Scotland, located within the Cairngorms National Park, and has been offering snowsports for over 50 years. In winter, the resort is a commercial ski operation. In Summer, the Resort serves as a tourist destination. The surrounding area attracts over 1.8 million annual visitors predominantly in Summer with the Resort itself attracting circa 200,000 annual visitors.
Cairngorm Mountain Resort covers 1,418 hectares and can attract over 120,000 skiing and snowboarding visitors in the busy winter period. The Resort is an internationally renowned area of scientific interest. Cairngorm Mountain and surrounding areas contain unique natural habitats and wildlife protected by EU legislation.
In the summer, the Resort transforms as the snow melts and becomes a hub of activity, from guided walks to the mountain summit, to generic visitors and a family market looking for activities to undertake.