Guest Experience Lead, Mountain Services Outside

Boyne Resorts; Big Sky (MT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Plan with HSA match

401(k) eligibility

Paid PTO

Free ski pass for you and family

Free golf pass for you and family

Free bike haul/scenic lift pass forYou

Basecamp activities and discounts

Lodging discounts

Food discount 25-50%

Retail discount 20-30%

Affordable team member housing

Job summary

Big Sky Resort is seeking an Outside Services Manager to lead the ticket checking and line management team across lifts and base areas. You will set structure, standards, and performance goals to maximize uphill capacity and guest satisfaction, while managing budgets and staffing needs.

The role requires experience in high-end guest service, leadership of 10+ employees, and strong organizational and communication skills.

Qualifications

• Experience in high end guest service.
• Experience leading and coaching a guest service oriented team of 10+ employees.
• Love of the outdoors and ability to work in a mountain environment.
• Experience in a fast-paced, changing work environment.
• Solid skiing or snowboarding skills.
• Ability to set short- and long-term goals for continuous improvement.

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 implement line management systems at each lift to maximize uphill capacity and guest experience.
• Create teams that can operate independently at multiple lifts, base areas and remote locations.
• Coordinate with other mountain operations teams to meet access needs and communicate changes.
• Maintain a high level of guest service through training and coaching.
• Own budget management for the outside operations team, including labor cost control and reporting.
• Directly supervise Location Supervisors who lead Lift Leads and ticket agents on site; enforce appearance standards.
• Own training documentation for the outside operations team, including corral diagrams and Job Hazard Analyses.
• Coordinate staff housing allocation in partnership with housing department.
• Organize and manage uniform inventory and distribution for Mountain Services.
• Manage department vehicles and documentation (maintenance, assignments, inspections).
• Serve as Net Promoter Score (NPS) owner for ticket staff and drive coaching improvements.
• Own UKG workforce management system administration for the outside operations team.
• Collaborate with Mountain Services Senior Manager on ESS strategy, Ikon Pass updates, and Boyne Rewards program.

Skills

Guest service

Team management

Outdoors

Fast-paced

Ski/snowboard

Independent goal setting

Organized

Communication

Budget management

Driver's license

MS Office

Tools

UKG

Job description

Big Sky Resort is seeking an Outside Services Manager to lead the ticket checking and line management team across lifts and base areas. You will set structure, standards, and performance goals to maximize uphill capacity and guest satisfaction, while managing budgets and staffing needs.

The role requires experience in high-end guest service, leadership of 10+ employees, and strong organizational and communication skills.