What are the responsibilities and job description for the Mountain Services Inside Manager position at Big Sky Resort?
Overview
The Mountain Services Inside Manager owns the day-to-day operations and staff of the resort’s indoor guest-facing teams, including ticket offices, customer care, locker rooms, and plaza operations. This individual owns waiver and pass program administration, key guest programs, and cross-departmental coordination as a Manager on Duty (MOD) contact.
This position partners closely with the Director of Mountain Services, directly supervising the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager to ensure consistent, guest-first standards across every indoor touchpoint. This individual must create an atmosphere of world-class customer service for members, property owners, and resort guests, while embracing and striving to accomplish the mission and goals of Boyne Resorts.
Responsibilities
The Mountain Services Inside Manager owns the day-to-day operations and staff of the resort’s indoor guest-facing teams, including ticket offices, customer care, locker rooms, and plaza operations. This individual owns waiver and pass program administration, key guest programs, and cross-departmental coordination as a Manager on Duty (MOD) contact.
This position partners closely with the Director of Mountain Services, directly supervising the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager to ensure consistent, guest-first standards across every indoor touchpoint. This individual must create an atmosphere of world-class customer service for members, property owners, and resort guests, while embracing and striving to accomplish the mission and goals of Boyne Resorts.
Responsibilities
- Directly supervise the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager, and maintain working knowledge of, and the ability to step into, every role supervised within Inside Mountain Services.
- Serve as the Manager on Duty (MOD) contact for other departments when the Director is not present.
- Manage budgets for ticket sales labor, plaza and locker revenue and labor, and customer care team labor.
- Manage resort voucher printing and distribution.
- Coordinate spouse/dependent pass management with Human Resources.
- Oversee the VIP list.
- Serve as program manager for various season pass programs.
- Manage the local school program and MBART program.
- Own the Waiver/Edge Auditor process.
- Serve as the point of contact with the product manager for waiver updates.
- Serve as the annual point of contact with the legal team for season pass, bike, and other waivers (winter season pass and bike haul waivers due each February).
- Partner with the product manager to obtain updates on relevant products.
- Update tablets with the appropriate waiver “stations” for each season.
- Manage and order physical hardware for waiver stations.
- Serve as program manager for Mountain Collective.
- 3 years of leadership experience in guest services, ticketing, or a related hospitality field
- Experience managing budgets across multiple teams or functional areas
- Demonstrated ability to lead and develop multiple direct reports
- Strong attention to detail, particularly with waiver, compliance, and legal documentation processes
- Strong communication and cross-departmental coordination skills
- Experience with pass or waiver management software (e.g., RTP|One, EdgeAuditor) preferred
- Proficiency with Microsoft Office and resort ticketing/POS systems
- 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%-50% off Food discounts
- 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