Mountain Services Director: Guest Experience & Growth Leader

Sugarloaf Mountain Corporation; Big Sky (MT); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health Plan

401(k) eligibility

PTO

Free Ski Pass

Free Golf Pass

Free Bike Pass

Basecamp activities

Lodging discounts

Food discount

Retail discount

Housing assistance

Job summary

Big Sky Resort seeks a Mountain Services Director to shape guest experience across the division, leading a team focused on continuous improvement and strategic budgeting. You will coordinate with resort departments, industry partners, and corporate programs to drive guest satisfaction and budget performance.

The role requires guiding NPS initiatives, pricing oversight, and providing strong cross-functional leadership.

Qualifications

• 5+ years of progressive management or leadership experience in resort, hospitality, or guest services.
• Prior budget management experience.
• Demonstrated ability to lead and develop managers and cross-functional teams.
• Strong communication and interdepartmental collaboration skills.
• Experience with guest service strategy, NPS, or similar programs preferred.
• Proficiency with Microsoft Office and comfort learning resort-specific systems (e.g., Domo, POS/ticketing platforms).
• Bachelor's degree preferred, or equivalent education/experience.

Responsibilities

• Provide oversight of budgets across Ticket Checking, Customer Care Call Center, Ticket Sales, and Guest Services.
• Own and drive the Team Member and Guest Service Satisfaction improvement strategy for all Mountain Services.
• Serve as Manager on Duty contact for other departments.
• Serve as the Ikon Pass representative for spring and fall updates and information.
• Own Net Promoter Score (NPS) results and improvement initiatives for Mountain Services.
• Manage the Boyne Rewards program for Mountain Services.
• Provide oversight of the Mountain Host program.
• Provide oversight of RTP product pricing.
• Manage and respond to guest and team member comments.
• Ensure all products and pricing are displayed accurately and appropriately across all sales channels.
• Conduct Domo auditing to ensure visitation data accuracy.
• Directly oversee the Outside Mountain Services Manager(s) and the Inside Mountain Services Manager.
• Partner with the VP of Mountain Services on division process improvement, budgeting, and long term strategy.

Skills

Leadership experience

Budget management

Cross-functional leadership

Communication

Guest service strategy

Microsoft Office

Domo

Education

Bachelor's degree

Tools

Domo

POS/ticketing platforms

Job description

Big Sky Resort seeks a Mountain Services Director to shape guest experience across the division, leading a team focused on continuous improvement and strategic budgeting. You will coordinate with resort departments, industry partners, and corporate programs to drive guest satisfaction and budget performance.

The role requires guiding NPS initiatives, pricing oversight, and providing strong cross-functional leadership.