Mountain Services Inside 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

Overview

The Mountain Services Inside Manager owns the day-to-day operations and staff of the resort’s indoor guest-facing teams, including ticket offices, customer care, locker rooms, and plaza operations. This individual owns waiver and pass program administration, key guest programs, and cross-departmental coordination as a Manager on Duty (MOD) contact.

This position partners closely with the Director of Mountain Services, directly supervising the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager to ensure consistent, guest-first standards across every indoor touchpoint. This individual must create an atmosphere of world-class customer service for members, property owners, and resort guests, while embracing and striving to accomplish the mission and goals of Boyne Resorts.

Responsibilities

• Directly supervise the Ticket Sales Manager, Plaza/Locker Manager, and Customer Care Manager, and maintain working knowledge of, and the ability to step into, every role supervised within Inside Mountain Services.

• Serve as the Manager on Duty (MOD) contact for other departments when the Director is not present.

• Manage budgets for ticket sales labor, plaza and locker revenue and labor, and customer care team labor.

• Manage resort voucher printing and distribution.

• Coordinate spouse/dependent pass management with Human Resources.

• Oversee the VIP list.

• Serve as program manager for various season pass programs.

• Manage the local school program and MBART program.

• Own the Waiver/Edge Auditor process.

• Serve as the point of contact with the product manager for waiver updates.

• Serve as the annual point of contact with the legal team for season pass, bike, and other waivers (winter season pass and bike haul waivers due each February).

• Partner with the product manager to obtain updates on relevant products.

• Update tablets with the appropriate waiver “stations” for each season.

• Manage and order physical hardware for waiver stations.

• Serve as program manager for Mountain Collective.

Qualifications

• 3+ years of leadership experience in guest services, ticketing, or a related hospitality field

• Experience managing budgets across multiple teams or functional areas

• Demonstrated ability to lead and develop multiple direct reports

• Strong attention to detail, particularly with waiver, compliance, and legal documentation processes

• Strong communication and cross-departmental coordination skills

• Experience with pass or waiver management software (e.g., RTP|One, EdgeAuditor) preferred

• Proficiency with Microsoft Office and resort ticketing/POS systems

Be a part of ourfull-timeyear roundteam and enjoy these great benefits!

• Full Health Plan with Company HSA Match
• 401(k) eligable
• Eligable for accrued PTO
• FREE Ski Pass for you, your spouse and dependents
• FREE Golf Passfor you, your spouse and dependents
• FREE Bike Haul/Scenic Lift Pass for you, your spouse and dependents
• FREE Basecamp activities including zip line courses and discounted passes for spouse and dependents
• Steep Lodging discountsfor accommodation for friends and family (blackout dates apply)
• 25%-50% off Food discounts
• 20%-30% off Retail discount at all outlets and gear and sponsor discounts
• Eligibility for affordable team member housing,a short walk or free bus ride away from work