Mountain Services Outside Manager

Sugarloaf Mountain Corporation; Big Sky (MT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Plan with HSA match

401(k) eligibility

Paid PTO

Free ski pass for you and family

Free golf pass for you and family

Free bike haul/scenic lift pass forYou

Basecamp activities and discounts

Lodging discounts

Food discount 25-50%

Retail discount 20-30%

Affordable team member housing

Job summary

Big Sky Resort is seeking an Outside Services Manager to lead the ticket checking and line management team across lifts and base areas. You will set structure, standards, and performance goals to maximize uphill capacity and guest satisfaction, while managing budgets and staffing needs.

The role requires experience in high-end guest service, leadership of 10+ employees, and strong organizational and communication skills.

Qualifications

• Experience in high end guest service.
• Experience leading and coaching a guest service oriented team of 10+ employees.
• Love of the outdoors and ability to work in a mountain environment.
• Experience in a fast-paced, changing work environment.
• Solid skiing or snowboarding skills.
• Ability to set short- and long-term goals for continuous improvement.

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 implement line management systems at each lift to maximize uphill capacity and guest experience.
• Create teams that can operate independently at multiple lifts, base areas and remote locations.
• Coordinate with other mountain operations teams to meet access needs and communicate changes.
• Maintain a high level of guest service through training and coaching.
• Own budget management for the outside operations team, including labor cost control and reporting.
• Directly supervise Location Supervisors who lead Lift Leads and ticket agents on site; enforce appearance standards.
• Own training documentation for the outside operations team, including corral diagrams and Job Hazard Analyses.
• Coordinate staff housing allocation in partnership with housing department.
• Organize and manage uniform inventory and distribution for Mountain Services.
• Manage department vehicles and documentation (maintenance, assignments, inspections).
• Serve as Net Promoter Score (NPS) owner for ticket staff and drive coaching improvements.
• Own UKG workforce management system administration for the outside operations team.
• Collaborate with Mountain Services Senior Manager on ESS strategy, Ikon Pass updates, and Boyne Rewards program.

Skills

Guest service

Team management

Outdoors

Fast-paced

Ski/snowboard

Independent goal setting

Organized

Communication

Budget management

Driver's license

MS Office

Tools

UKG

Job description

Overview

The Mountain Services Outside Manager builds and leads the ticket checking and line management team, setting the structure, standards, and performance goals that make this one of the most guest-facing teams at Big Sky Resort. This team creates positive first impressions at every lift and RFID access point, organizing guests to maximize their ski/ride time, verifying valid lift access, and assisting guests who need mountain information or additional support.

This position owns the day-to-day operations of ticket checking and line management across all lifts, base areas, and remote locations, leading a team of Location Supervisors and Lift Leads who carry out these standards on the ground. The goal of this role is to design and implement policies and procedures that deliver the best guest service in the industry, maximize uphill capacity on all lifts, and minimize guest access issues, while managing the department's budget, staffing, and training needs.

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.

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

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 discount
• 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