What are the responsibilities and job description for the Mountain Services Outside Manager position at Big Sky Resort?
Overview
The Mountain Services Outside Manager builds and leads the ticket checking and line management team, setting the structure, standards, and performance goals that make this one of the most guest-facing teams at Big Sky Resort. This team creates positive first impressions at every lift and RFID access point, organizing guests to maximize their ski/ride time, verifying valid lift access, and assisting guests who need mountain information or additional support.
This position owns the day-to-day operations of ticket checking and line management across all lifts, base areas, and remote locations, leading a team of Location Supervisors and Lift Leads who carry out these standards on the ground. The goal of this role is to design and implement policies and procedures that deliver the best guest service in the industry, maximize uphill capacity on all lifts, and minimize guest access issues, while managing the department's budget, staffing, and training needs.
Responsibilities
The Mountain Services Outside Manager builds and leads the ticket checking and line management team, setting the structure, standards, and performance goals that make this one of the most guest-facing teams at Big Sky Resort. This team creates positive first impressions at every lift and RFID access point, organizing guests to maximize their ski/ride time, verifying valid lift access, and assisting guests who need mountain information or additional support.
This position owns the day-to-day operations of ticket checking and line management across all lifts, base areas, and remote locations, leading a team of Location Supervisors and Lift Leads who carry out these standards on the ground. The goal of this role is to design and implement policies and procedures that deliver the best guest service in the industry, maximize uphill capacity on all lifts, and minimize guest access issues, while managing the department's budget, staffing, and training needs.
Responsibilities
- Manage all aspects of the ticket checking and line management teams, including hiring, training, coaching, performance reviews, scheduling, and off-season separations.
- Design and implementation of line management systems at each lift with the goals of maximizing uphill capacity and creating exceptional guest experiences.
- Create teams that can operate independently at multiple lifts, base areas and remote locations.
- Work with all other on mountain operations teams to meet their access needs and communicate any changes or updates in public access throughout the day.
- Maintain a high level of team wide guest service through training and coaching.
- Own budget management for the outside operations team, including labor cost control and reporting.
- Directly supervise Location Supervisors across all base areas, who in turn lead Lift Leads and ticket agents on site; set expectations and hold the team accountable to corral, corridor, and area appearance standards.
- Own all training documentation for the outside operations team, including corral diagrams, designated routes, cleaning processes, and Job Hazard Analyses (JHAs).
- Coordinate ski/ride assessments for staff and lead ongoing process improvement initiatives across all outside operations locations.
- Manage seasonal employee housing allocation for the outside operations team in partnership with the housing department.
- Organize and manage uniform inventory and distribution for all of Mountain Services.
- Manage department vehicles and maintain related documentation (maintenance records, assignments, inspections).
- Serve as the Net Promoter Score (NPS) owner for ticket agent staff, using guest feedback to drive coaching and process improvements.
- Own UKG workforce management system administration for the outside operations team, including timekeeping accuracy and scheduling data.
- Partner with the Mountain Services Senior Manager on the department's overall guest experience (ESS) strategy, Ikon Pass updates, and Boyne Rewards program execution as they relate to outside operations.
- Experience in high end guest service
- Experience managing and coaching a guest service oriented team of 10 or more employees, including supervisors
- Love of the outdoors
- Experience in a fast-paced, constantly changing work environment
- Solid skiing or snowboarding skills required
- Operate independently to set short- and long-term goals for continuous improvement across the guest experience
- Organized and efficient
- High level communication skills
- Budget management and workforce scheduling experience (UKG or similar systems a plus)
- Valid driver's license, for oversight of department vehicles
- Proficiency in Microsoft office
- 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 discount
- 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