Mountain Guest Services & Passes Manager

Sugarloaf Mountain Corporation; Northern (KY); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Health plan with HSA match

401(k) eligible

Accrued PTO

Free ski pass for you and dependents

Free golf pass for you and dependents

Free bike haul/scenic lift pass foryou

Job summary

Boyne Resorts seeks an Inside Mountain Services Manager to oversee indoor guest-facing teams, waiver programs, and cross-department coordination. You will supervise Ticket Sales, Plaza/Locker, and Customer Care managers while ensuring world-class service for members, owners, and guests.

Partner with the Director of Mountain Services to align with resort goals and mission. You’ll manage budgets, vendor relationships, and key waiver processes, acting as MOD contact, and driving program updates

Qualifications

• 3+ years of leadership in guest services, ticketing, or hospitality.
• Experience budgeting across multiple teams.
• Proven ability to develop multiple direct reports.
• Strong attention to waiver, compliance and legal docs.
• Excellent cross-departmental communication.
• Experience with pass/waiver software (RTP|One, EdgeAuditor preferred).
• Proficiency with Microsoft Office and resort ticketing/POS systems.

Responsibilities

• Directly supervise the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager.
• Serve as Manager on Duty contact for other departments when the Director is away.
• Manage budgets for ticket sales, plaza/locker revenue and labor, and customer care labor.
• Oversee resort voucher printing and distribution.
• Coordinate spouse/dependent pass management with HR.
• Oversee the VIP list.
• Program manage season pass programs.
• Manage local school MBART programs and waivers.
• Own Waiver/Edge Auditor processes and liaison with product management.
• Coordinate annual waiver updates with the legal team and product manager.
• Update waiver stations on tablets and manage hardware orders.
• Serve as program manager for Mountain Collective.

Skills

Leadership experience

Budget management

Developing direct reports

Attention to waiver/legal docs

Cross-department coordination

Waiver management software

MS Office / POS systems

Tools

RTP|One

EdgeAuditor

Job description

Boyne Resorts seeks an Inside Mountain Services Manager to oversee indoor guest-facing teams, waiver programs, and cross-department coordination. You will supervise Ticket Sales, Plaza/Locker, and Customer Care managers while ensuring world-class service for members, owners, and guests.

Partner with the Director of Mountain Services to align with resort goals and mission. You’ll manage budgets, vendor relationships, and key waiver processes, acting as MOD contact, and driving program updates