Lessons Manager- Ski and Ride School

Beech Mountain Resort is seeking an organized, service-oriented, and motivated Lessons Manager to oversee the daily operations of the Ski & Ride School Front Desk. This leadership role is responsible for managing front desk staff, ensuring exceptional guest service, coordinating lesson sales and reservations, and maintaining efficient daily operations within the Snowsports School.

The Lessons Manager serves as the primary link between guests, instructors, and resort departments, ensuring lesson programs run smoothly while delivering a welcoming and professional experience for every guest.

Essential Duties and Responsibilities

Front Desk Operations

• Oversee the daily operations of the Ski & Ride School Front Desk.
• Ensure efficient guest check-in, lesson registration, and reservation management.
• Monitor daily lesson bookings and staffing needs to maximize operational efficiency.
• Maintain accurate records of lesson sales, registrations, waivers, and guest information.
• Troubleshoot scheduling conflicts, booking issues, and guest concerns.

Staff Leadership

• Supervise, train, coach, and evaluate front desk employees.
• Create and manage staff schedules based on business levels and operational needs.
• Conduct new employee onboarding and ongoing training.
• Foster a positive, professional, and guest-focused work environment.
• Ensure team members are knowledgeable about lesson products, resort policies, and guest service standards.

Guest Experience

• Provide exceptional customer service to guests in person, by phone, and through email.
• Assist guests with selecting lesson programs that best fit their needs and skill levels.
• Resolve guest concerns professionally and efficiently.
• Work proactively to create a positive and memorable experience for all Ski & Ride School participants.

Communication & Coordination

• Serve as the primary communication point between front desk staff, instructors, supervisors, and resort departments.
• Coordinate lesson assignments and communicate operational updates to instructional staff.
• Work closely with Rental, Lift Operations, Guest Services, and Food & Beverage teams to ensure seamless guest experiences.
• Support special events, group programs, and holiday operations as needed.

Administrative Responsibilities

• Monitor lesson inventory and program availability within reservation systems.
• Assist with reporting, payroll review, and operational documentation.
• Maintain proficiency in resort software systems, including Siriusware and other booking platforms.
• Support departmental goals, budgets, and seasonal planning initiatives.

Safety & Compliance

• Promote and enforce all resort safety policies and procedures.
• Ensure staff follow company standards and guest service expectations.
• Assist with incident reporting and documentation when necessary.
• Support emergency response and resort operational procedures.

Qualifications

• Previous supervisory or management experience in hospitality, recreation, retail, guest services, or resort operations preferred.
• Strong customer service and conflict-resolution skills.
• Excellent organizational, communication, and leadership abilities.
• Ability to multitask and remain composed in a fast-paced environment.
• Experience with reservation systems and Microsoft Office applications preferred.
• Availability to work weekends, holidays, and peak winter periods.