Senior Mountain Operations Leader - Guest Experience

Hilltop Ski Area; Alaska; On-site; USD 85,000 - 120,000; Full time

Job summary

Hilltop Ski Area in Anchorage, AK seeks an Assistant Director of Mountain Operations to lead Lift Operations, Ski Patrol, Terrain Parks, Bike Park, trails, grounds, and guest services. The role reports to the Director of Mountain Operations and collaborates across departments to deliver exceptional experiences for guests, youth, families, schools, and community partners.

Reporting to the Director of Mountain Operations, this role coordinates across departments, manages events and youth

Qualifications

• Six (6) years of experience in ski areas, mountain resort, outdoor recreation, or related operational environments.
• Three (3) years of supervisory or leadership experience.
• Valid driver's license with acceptable driving record.
• Must pass a background check.
• Demonstrated understanding of mountain operations, guest services, event operations, and risk management.
• Experience coordinating multiple operational functions and teams in a dynamic environment.
• Experience with Ski Patrol, Lift Operations, Terrain Parks, or related Mountain Ops preferred.
• Strong leadership, communication, problem-solving, and organizational skills.
• Ability to make sound decisions in changing weather, operational, and emergency situations.
• Working knowledge of equipment, facilities, and outdoor recreation operations.
• Ability to work evenings, weekends, holidays, and special events as required.

Responsibilities

• Guest Experience Leadership: Serve as the primary operational advocate for the guest experience throughout the mountain.
• Guest Experience Leadership: Ensure a safe, welcoming, accessible, and enjoyable environment for all guests.
• Guest Experience Leadership: Oversee the guest journey from arrival and parking through departure, identifying opportunities to improve satisfaction and efficiency.
• Guest Experience Leadership: Maintain high standards for mountain presentation, cleanliness, signage, wayfinding, grounds appearance, and facility readiness.
• Guest Experience Leadership: Monitor guest flow through lifts, terrain, trails, base areas, event venues, and public gathering spaces.
• Guest Experience Leadership: Identify and resolve operational challenges that impact guest experience, safety, or accessibility.
• Guest Experience Leadership: Collaborate with all departments to ensure consistent service standards and seamless guest interactions.
• Guest Experience Leadership: Support Hilltop Ski Area’s mission by creating positive recreational and developmental experiences for youth, families, schools, and community members.
• Mountain Operations Leadership: Assist in directing year-round mountain operations across winter and summer seasons.
• Mountain Operations Leadership: Coordinate operational activities among Lift Operations, Ski Patrol, Terrain Parks, Bike Park, Trails, Parking and Grounds, and Events.
• Mountain Operations Leadership: Ensure effective communication and coordination between operational departments.
• Mountain Operations Leadership: Support daily operational planning, staffing, and resource allocation.
• Mountain Operations Leadership: Lead operational response to changing weather, conditions, guest volume, and special events.
• Mountain Operations Leadership: Ensure operational readiness and consistent execution across all mountain environments.
• Lift Operations & Ski Patrol Coordination: Coordinate closely with Lift Operations and Ski Patrol leadership to ensure safe and efficient mountain operations.
• Lift Operations & Ski Patrol Coordination: Support lift operations in maintaining compliance with applicable safety standards and operating procedures.
• Lift Operations & Ski Patrol Coordination: Assist with operational planning related to mountain openings, closures, emergency response, and guest safety.
• Lift Operations & Ski Patrol Coordination: Ensure operational decisions prioritize both guest experience and risk management.
• Lift Operations & Ski Patrol Coordination: Support incident review, hazard mitigation, and continuous safety improvement efforts.
• Terrain Parks, Bike Park & Recreation Facilities: Oversee the planning, development, maintenance, and presentation of terrain parks and the bike park.
• Terrain Parks, Bike Park & Recreation Facilities: Ensure features align with safety standards, operational goals, and guest expectations.
• Terrain Parks, Bike Park & Recreation Facilities: Coordinate inspections, maintenance schedules, and operational readiness.
• Terrain Parks, Bike Park & Recreation Facilities: Collaborate with Snowsports programming staff to support progression-based experiences for participants of all ability levels.
• Terrain Parks, Bike Park & Recreation Facilities: Ensure recreational facilities support both public access and organized programming needs.
• Events, Competitions & Race Operations: Lead operational planning and execution of special events, races, competitions, festivals, camps, and community programs.
• Events, Competitions & Race Operations: Coordinate staffing, logistics, risk management, guest flow, venue preparation, and event infrastructure.
• Events, Competitions & Race Operations: Serve as the primary operational liaison between event organizers, race and competitive teams, and mountain departments.
• Events, Competitions & Race Operations: Balance public access, programming needs, and event requirements within shared-use environments.
• Events, Competitions & Race Operations: Ensure events are delivered safely, professionally, and in a manner that enhances Hilltop Ski Area’s reputation and guest experience.
• Grounds, Trails & Mountain Presentation: Oversee year-round maintenance and presentation of parking areas, grounds, trails, signage, landscaping, and outdoor facilities.
• Grounds, Trails & Mountain Presentation: Ensure all public-facing areas are clean, safe, accessible, and visually appealing.
• Grounds, Trails & Mountain Presentation: Coordinate snow removal, trail maintenance, drainage management, and seasonal preparations.
• Grounds, Trails & Mountain Presentation: Maintain standards that support a positive first impression and overall mountain experience.
• Grounds, Trails & Mountain Presentation: Continuously evaluate facility appearance and operational readiness.
• Staffing, Training & Team Development: Assist with recruiting, hiring, onboarding, scheduling, training, and retention of seasonal and year-round staff.
• Staffing, Training & Team Development: Foster a positive culture focused on safety, guest service, teamwork, and accountability.
• Staffing, Training & Team Development: Provide coaching, mentorship, and performance management support.
• Staffing, Training & Team Development: Develop staff competency in operational procedures, equipment operation, safety practices, and customer service.
• Staffing, Training & Team Development: Support succession planning and leadership development within operational teams.
• Safety, Compliance & Risk Management: Promote and maintain a strong culture of safety throughout mountain operations.
• Safety, Compliance & Risk Management: Ensure compliance with applicable regulatory requirements, industry standards, and organizational policies.
• Safety, Compliance & Risk Management: Coordinate hazard identification, mitigation efforts, incident response, and operational risk assessments.
• Safety, Compliance & Risk Management: Support emergency preparedness planning and staff training.
• Safety, Compliance & Risk Management: Ensure proper use of personal protective equipment and safe work practices.
• Planning, Budgeting & Organizational Leadership: Assist in the development and management of operational budgets.
• Planning, Budgeting & Organizational Leadership: Monitor labor, equipment, maintenance, and supply expenditures.
• Planning, Budgeting & Organizational Leadership: Support capital improvement projects and long-range operational planning.
• Planning, Budgeting & Organizational Leadership: Maintain operational records, reports, compliance documentation, and performance metrics.
• Planning, Budgeting & Organizational Leadership: Participate in leadership meetings and organizational planning initiatives.
• Planning, Budgeting & Organizational Leadership: Provide operational recommendations that improve safety, efficiency, sustainability, and guest satisfaction.

Skills

Leadership

Supervision

Communication

Problem solving

Organizational skills

Decision making

Evenings/weekends availability

Job description

Hilltop Ski Area in Anchorage, AK seeks an Assistant Director of Mountain Operations to lead Lift Operations, Ski Patrol, Terrain Parks, Bike Park, trails, grounds, and guest services. The role reports to the Director of Mountain Operations and collaborates across departments to deliver exceptional experiences for guests, youth, families, schools, and community partners.

Reporting to the Director of Mountain Operations, this role coordinates across departments, manages events and youth