Mountain Services Inside Manager

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 our full-time year round team 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 Pass for 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 discounts for 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