Assistant Manager of Programming and Rental

REPORTS TO: Programming and Rental Manager

WAGE & HOUR CLASSIFICATION: Full-Time, Salaried, Exempt

UNION POSITION: No

PAY RANGE: $45,000-$50,000

SUMMARY/OBJECTIVE

The Assistant Manager of Programming and Rental is a hands-on leadership role responsible for the daily execution of front-line operations and delivery of exceptional guest service. This position leads by example on the floor—coaching team members in real time, supporting guest interactions, and ensuring smooth, consistent operations across all assigned guest-facing areas.

This role serves as the primary on-site leader during shifts, partnering with the Programming and Rental Manager to bring systems, standards, and operational plans to life. The Assistant Manager is highly visible, action-oriented, and focused on team performance, guest satisfaction, and immediate problem-solving. Regular weekend presence is essential for the success of this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises, trains, and coaches, front-line Snow Sports, Programming and rental staff, ensuring strong service standards and consistent performance
• Leads by example through active rental, Snowsports desk, and beginner hill presence, modeling guest interactions and service expectations
• Provides real-time feedback and redirection to team members to improve performance and confidence
• Assists in scheduling and staffing to ensure proper coverage during peak and off-peak periods
• Supports onboarding and ongoing training of new and existing employees
• Oversee day-to-day guest-facing operations, ensuring smooth, timely, and efficient service and responses
• Acts as the primary point of contact during shifts, making real-time decisions to maintain flow and service quality
• Identifies and resolves operational issues as they arise, including staffing gaps, guest concerns, or system challenges
• Ensures all service areas are clean, organized, stocked, and prepared for business throughout the day
• Maintains awareness of business levels and adjust team deployment accordingly
• Monitors inventory of rental inventory—communicating ordering needs to Programming and Rental Manager with enough lead-time to replenish stock
• Actively engages with guests to ensure a positive experience and strong service presence
• Handles guest concerns and service recovery situations promptly and professionally
• Empowers team members to resolve issues while stepping in when escalation is needed
• Monitors guest feedback and communicates trends or reoccurring issues to the Programming and Rental Manager
• Ensures adherence to established service standards, policies, and procedures
• Supports execution of systems and processes developed by the Programming and Rental Manager including POS, pricing, and SOPs
• Troubleshoots POS issues in collaboration with the Guest Services department and escalates unresolved issues as needed.
• Holds team members accountable for performance, attendance, cash handling, timely responses to guest service inquiries, and employee conduct expectations
• Partners with Facilities, Events, and other departments to support daily operations and event execution
• Communicates real-time needs, challenges, and updates to relevant teams to ensure alignment
• Supports event execution from Snow Sports staffing and guest experience perspectives
• Serves as Manager on Duty as assigned
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 1 years of experience in hospitality, guest services, rental operations, programming, or related field required
• Previous leadership experience or supervisory experience preferred
• Ability to ski or snowboard preferred
• PSIA/AASI or GSMBC certification preferred, or willingness to obtain
• Understanding or ability to learn POS and basic IT functionality
• Proven ability to lead teams during high-volume periods
• Strong interpersonal and communication skills
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities
• Proven ability to problem-solve and make decisions in real time
• Highly reliable with strong sense of accountability and ownership
• Availability to work weekends, holidays, and during seasonal peaks as needed

CORE VALUES:

• Safety: Our top priority is the safety of our employees and guests.
• Superior Guest Service: Every employee treats our visitors as valued guests.
• Respect: We engage respectfully with each other and with our guests.
• Honesty: We communicate information honestly and in a timely manner.
• Best Efforts: We do our best, every day.
• Humor: We use appropriate humor to create an enjoyable environment for all.
• Ownership: We care for Spirit Mountain facilities as if they were our own.
• Integrity: We always act with integrity