Mountain Access Lead

Smhg-Management-LL; Town of Eden (WI); On-site; USD 21,000 - 34,000; Full time

Job summary

Powder Mountain is seeking a Mountain Access Lead to manage safety, guest flow, and access controls across alpine posts. You will enforce protocols, de-escalate conflicts, and prevent fraud while coordinating with Ski Patrol and Lift Operations.

The role requires strong customer service, leadership experience, and the ability to troubleshoot RFID and ticketing systems in a dynamic, outdoor environment. Seasonal shifts will include weekends and nights.

Qualifications

• First Aid/CPR certification is preferred or willingness to obtain.
• Ability to enforce access policies consistently and fairly.
• Experience leading a team in guest service, security, or outdoor recreation is a plus.

Responsibilities

• Enforce safety and access protocols at posts and monitor lift lines for hazards.
• De-escalate guest conflicts and escalate to Mountain Access Manager when needed.
• Carry out fraud prevention procedures using Smart Guard and photo verification.
• Check tickets and passes to ensure proper mountain access and manage guest flow.
• Troubleshoot RFID cards, Bluetooth tickets, Axess gates, and hand scanners.
• Maintain signage, ramp, maze areas and report equipment issues to Lift Operations.

Skills

Safety Mindset

De-escalation Skills

Fraud Prevention

Leadership Experience

Ski/Snowboard Proficiency

Communication Skills

Problem-Solving

Guest-Focused Mindset

Availability

Reliable Transportation

Education

First Aid/CPR certification

Tools

RFID readers

Bluetooth ticket tech

Axess gates

Line Control Modules (LCM)

Hand scanners

Photo verification software

Job description

As a Mountain Access Lead at Powder Mountain, you are the on-the-ground leader who keeps mountain access points safe, secure, and running smoothly shift to shift. Reporting to the Mountain Access Manager, you will serve as the first point of escalation for guest conflict, and put the resort’s fraud prevention procedures into action every day. You will model a safety-first mindset, calm and respectful de-escalation, and friendly guest service while keeping lift lines organized and guests moving.Job Title: Mountain Access LeadDepartment: Guest ServicesStatus: Seasonal (FT & PT)Reporting To: Guest Services ManagerKey Responsibilities:Keep Every Shift Safe: Follow and enforce all safety and access protocols at your assigned posts. Monitor lift lines and mazes for hazards, crowding, and unsafe snow levels, and work with Lift Operations to correct them. Respond promptly to emergencies and accidents, contact Ski Patrol or Public Safety when needed, and complete incident reports accurately. Brief team members on safety expectations at the start of each shift.De-escalate Guest Conflict: Act as the point person of escalation when a guest becomes frustrated or confrontational, including during access denials and pass confiscations. Use calm, respectful, and professional de-escalation techniques to resolve issues while keeping guests and staff safe. Recognize when a situation should be handed to the Mountain Access Manager, Public Safety, or Ski Patrol, and support team members after difficult interactions.Prevent Fraud at the Gate: Carry out daily fraud prevention procedures following Mountain Access fraud SOPs. Use Smart Guard software and photo verification to identify pass sharing, reselling, and misuse of products. Handle suspected fraud consistently and fairly, document every violation, and report trends and concerns to the Mountain Access Manager to support revenue reconciliation.Manage Mountain Access & Guest Flow: Check guest tickets and passes and ensure proper mountain access while keeping lift lines smooth, orderly, and safe. Help adjust maze layouts and staffing as crowds change to reduce wait times.Deliver a Welcoming Guest Experience: Greet every guest with a friendly, positive demeanor and serve as a go-to resource for accurate information about resort services, products, sales locations, and mountain wayfinding. Troubleshoot RFID card and Bluetooth ticket issues and help your team resolve common problems on the spot.Operate Equipment: Use and troubleshoot Line Control Modules (LCM), hand scanners, Axess gates, and the online sales portal. Make sure equipment is checked out, returned, and cared for each day, and alert Lift Maintenance and the Lift Operations Manager when equipment fails.Uphold Our Values: Embrace and promote Powder Mountain’s Purpose, Values, Priorities, and all company policies and procedures, and set the example for your team.Navigate the Mountain: Safely ski or snowboard designated routes to and from assigned chairlifts or mountain locations.Additional responsibilities as needed:Work directly with Public Safety and Ski Patrol to create a safe environment for guests and employees.Follow all lift training and procedures.Maintain the ramp, maze, loading, and unloading areas, including shoveling snow when needed.Maintain all lift signs (ANSI and informational).Provide documentation and statements to support fraud and guest incident investigations.Support the Mountain Access Manager with shift reports, scheduling, and other projects.Requirements and/or Qualifications:Safety Mindset: A strong commitment to guest and employee safety, with the ability to spot hazards, act quickly in emergencies, and follow safety protocols without exception. First Aid/CPR certification preferred or willingness to obtain.De-escalation Skills: Ability to stay calm under pressure and resolve tense situations with empathy, assertiveness, and professionalism. De-escalation or conflict resolution training preferred or willingness to complete it.Fraud Prevention Aptitude: Strong attention to detail, sound judgment, and the confidence to enforce access policies consistently and fairly.Leadership Experience: Previous experience as a team lead, trainer, or senior team member preferred, ideally in guest service, security, or outdoor recreation. Prior ticket checking or lift operations experience is a plus.Ski/Snowboard Proficiency: Intermediate or above skiing or snowboarding ability, with the capability to pass an assessment and ensure your personal equipment meets safety standards.Communication Skills: Clear verbal communication with guests, teammates, and leadership. Able to control the lift line with an assertive, friendly, and respectful tone and follow proper radio protocol.Problem-Solving Skills: Ability to troubleshoot RFID cards, Bluetooth tickets, Axess gates, LCMs, and hand scanners, and to help teammates solve problems.Guest-Focused Mindset: A positive attitude, adaptable approach, and a genuine desire to provide excellent service to both guests and team members.Availability: Ability to work weekends, nights, holidays, and varying shifts (early mornings/late departures) with consistent reliability and punctuality.Reliable Transportation: A dependable way to get to and from work (personal vehicle or public transportation).Age Requirement: Must be 18 years or older.Physical Requirements:Perform a full range of body movements including reaching, pushing, pulling, lifting, and carrying objects up to 50+ lbs.Stand, walk, bend, and twist for prolonged periods in extreme and inclement weather conditions (rain, snow, ice).Possess strong sensory abilities (sight, hearing, touch, and smell) with good vision for close, distance, peripheral, and depth perception.Navigate challenging terrain, including even/uneven/slippery surfaces and stairs/ladders.Have manual dexterity to operate tools and equipment.Working Environment:Expect to work primarily outdoors at high altitudes (up to 9,000 ft) in varying conditions including extreme temperatures, sun, wind, snow, rain, and noise from moving equipment. Appropriate layering is essential.Company BackgroundPowder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty.Together we are one team, not an \"us vs. them\" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams.