Mountain Services Lead — Lift Access & Guest Experience

Big Sky Resort; Big Sky (MT); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health Plan with HSA Match

401(k) plan

Free Ski Pass for you and dependents

Free Golf Pass

Free Bike Haul/Scenic Lift Pass

Basecamp activities

Lodging discounts

Food discount

Retail discounts

Team member housing

Job summary

Big Sky Resort is seeking a seasoned Mountain Services Outside Manager to lead ticket checking and line management across lifts and base areas. You will own budgeting, staffing, training, and policy development to deliver best-in-class guest service and maximize uphill capacity.

As a visible leader, you will supervise Location Supervisors, Lift Leads, and ticket agents, driving coaching, process improvements, and cross-team collaboration to enhance the guest experience year-round.

Qualifications

• Experience in high end guest service.
• Experience managing and coaching a guest service oriented team of 10 or more employees, including supervisors.
• Love of the outdoors.
• Experience in a fast-paced, constantly changing work environment.
• Solid skiing or snowboarding skills required.
• Operate independently to set short- and long-term goals for continuous improvement across the guest experience.
• Organized and efficient.
• High level communication skills.
• Budget management and workforce scheduling experience (UKG or similar systems a plus).
• Valid driver's license, for oversight of department vehicles.
• Proficiency in Microsoft Office.

Responsibilities

• Manage all aspects of the ticket checking and line management teams, including hiring, training, coaching, performance reviews, scheduling, and off-season separations.
• Design and implementation of line management systems at each lift with the goals of maximizing uphill capacity and creating exceptional guest experiences.
• Create teams that can operate independently at multiple lifts, base areas and remote locations.
• Work with all other on mountain operations teams to meet their access needs and communicate any changes or updates in public access throughout the day.
• Maintain a high level of team wide guest service through training and coaching.
• Own budget management for the outside operations team, including labor cost control and reporting.
• Directly supervise Location Supervisors across all base areas, who in turn lead Lift Leads and ticket agents on site; set expectations and hold the team accountable to corral, corridor, and area appearance standards.
• Own all training documentation for the outside operations team, including corral diagrams, designated routes, cleaning processes, and Job Hazard Analyses (JHAs).
• Coordinate ski/ride assessments for staff and lead ongoing process improvement initiatives across all outside operations locations.
• Manage seasonal employee housing allocation for the outside operations team in partnership with the housing department.
• Organize and manage uniform inventory and distribution for all of Mountain Services.
• Manage department vehicles and maintain related documentation (maintenance records, assignments, inspections).
• Serve as the Net Promoter Score (NPS) owner for ticket agent staff, using guest feedback to drive coaching and process improvements.
• Own UKG workforce management system administration for the outside operations team, including timekeeping accuracy and scheduling data.
• Partner with the Mountain Services Senior Manager on the department's overall guest experience (ESS) strategy, Ikon Pass updates, and Boyne Rewards program execution as they relate to outside operations.

Skills

Guest service

Team leadership

Communication

Budget management

Scheduling

Tools

UKG

Microsoft Office

Job description

Big Sky Resort is seeking a seasoned Mountain Services Outside Manager to lead ticket checking and line management across lifts and base areas. You will own budgeting, staffing, training, and policy development to deliver best-in-class guest service and maximize uphill capacity.

As a visible leader, you will supervise Location Supervisors, Lift Leads, and ticket agents, driving coaching, process improvements, and cross-team collaboration to enhance the guest experience year-round.