What are the responsibilities and job description for the Mountain Services Director position at Big Sky Resort?
Overview
This is the role that shapes what it feels like to visit, work, and belong at Big Sky Resort. The Mountain Services Director sets the tone for a transformational, world class guest experience across every touchpoint in the division, from the first ticket scanned to the last question answered, while leading a team that embodies a green and growing mindset: always building, always improving, always looking for the next way to do it better. Alongside that vision, this person provides strategic leadership for Mountain Services, guiding budget performance, guest experience strategy, and cross departmental coordination, and serves as a key connector between Mountain Services, other resort departments, industry partners, and corporate programs.
We're seeking a leader who sees the whole guest journey and wants to make every part of it better. This is the opportunity for you!
Responsibilities
This is the role that shapes what it feels like to visit, work, and belong at Big Sky Resort. The Mountain Services Director sets the tone for a transformational, world class guest experience across every touchpoint in the division, from the first ticket scanned to the last question answered, while leading a team that embodies a green and growing mindset: always building, always improving, always looking for the next way to do it better. Alongside that vision, this person provides strategic leadership for Mountain Services, guiding budget performance, guest experience strategy, and cross departmental coordination, and serves as a key connector between Mountain Services, other resort departments, industry partners, and corporate programs.
We're seeking a leader who sees the whole guest journey and wants to make every part of it better. This is the opportunity for you!
Responsibilities
- Provide oversight of budgets across Ticket Checking, Customer Care Call Center, Ticket Sales, and Guest Services
- Own and drive the Team Member and Guest Service Satisfaction improvement strategy for all of Mountain Services
- Serve as Manager on Duty contact for other departments
- Serve as the Ikon Pass representative for spring and fall updates and information
- Own Net Promoter Score (NPS) results and improvement initiatives for Mountain Services
- Manage the Boyne Rewards program for Mountain Services
- Provide oversight of the Mountain Host program
- Provide oversight of RTP product pricing
- Manage and respond to guest and team member comments
- Ensure all products and pricing are displayed accurately and appropriately across all sales channels
- Conduct Domo auditing to ensure visitation data accuracy
- Directly oversee the Outside Mountain Services Manager(s) and the Inside Mountain Services Manager
- Partner with the VP of Mountain Services on division process improvement, budgeting, and long term strategy
- 3 years of progressive management or leadership experience, preferably in a resort, hospitality, or ticketing/guest services environment
- Prior budget management experience
- Demonstrated ability to lead and develop managers and cross functional teams
- Strong communication and interdepartmental collaboration skills
- Experience with guest service strategy, NPS, or similar guest satisfaction programs preferred
- Proficiency with Microsoft Office and comfort learning resort specific systems (e.g., Domo, POS/ticketing platforms)
- Bachelor's degree preferred, or equivalent combination of education and experience
- Full Health Plan with Company HSA Match
- 401(k) eligable
- Eligable for accrued PTO
- FREE Ski Pass for you, your spouse and dependents
- FREE Golf Pass for you, your spouse and dependents
- FREE Bike Haul/Scenic Lift Pass for you, your spouse and dependents
- FREE Basecamp activities including zip line courses and discounted passes for spouse and dependents
- Steep Lodging discounts for accommodation for friends and family (blackout dates apply)
- 25% off Food discount at all outlets
- 20%-30% off Retail discount at all outlets and gear and sponsor discounts
- Eligibility for affordable team member housing, a short walk or free bus ride away from work