Guest Experience Leader, Mountain Services — Free Ski Pass

Big Sky Resort; Big Sky (MT); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Full Health Plan

HSA Match

401(k) eligibility

PTO accrual

Ski pass for family

Job summary

Big Sky Resort is seeking a Mountain Services Director to shape guest experience and lead a team across ticketing, guest services, and care channels. You will guide budget performance, strategy, and cross-department coordination, serving as a crucial connector with industry partners and corporate programs.

You will drive service excellence, oversee pricing and programs, and partner with leadership to improve processes and long-term planning.

Qualifications

• 5+ years of progressive management or leadership experience in hospitality or guest services.
• Experience in budget management and forecasting.
• Proven ability to develop managers and cross-functional teams.
• Strong communication and collaboration across departments.
• Experience with guest service strategy, NPS, or similar programs preferred.
• Proficiency with Microsoft Office and resort systems (e.g., Domo, POS/ticketing).

Responsibilities

• Provide oversight of budgets across Ticket Checking, Customer Care Call Center, Ticket Sales, and Guest Services.
• Lead team development and guest service satisfaction improvement strategies for Mountain Services.
• Serve as Manager on Duty contact for other departments.
• Represent Ikon Pass updates and information for spring and fall.
• Own Net Promoter Score results and improvement initiatives for Mountain Services.
• Manage Boyne Rewards program for Mountain Services.
• Oversee the Mountain Host program and RTP product pricing.
• Respond to guest and team member comments; ensure pricing/display accuracy across channels.
• Conduct data auditing (Domo) to ensure visitation data accuracy.
• Directly oversee Outside/Inside Mountain Services Managers.
• Partner with VP of Mountain Services on process improvement, budgeting, and long-term strategy.

Skills

Team Leadership

Budget Management

Cross-functional Leadership

Communication

Guest Service Strategy

Microsoft Office

Domo

Education

Bachelor's Degree Preferred

Tools

Domo

POS/Ticketing Platforms

Job description

Big Sky Resort is seeking a Mountain Services Director to shape guest experience and lead a team across ticketing, guest services, and care channels. You will guide budget performance, strategy, and cross-department coordination, serving as a crucial connector with industry partners and corporate programs.

You will drive service excellence, oversee pricing and programs, and partner with leadership to improve processes and long-term planning.