Tram General Manager

Overview

SUMMARY

Responsible for the overall leadership, operations, financial performance, and guest experience of a high-volume aerial tramway tourist attraction. Oversees daily tramway operations, safety and regulatory compliance, facilities, retail and food & beverage operations, staffing, budgeting, marketing, and customer service. Leads and develops a diverse team while ensuring an exceptional, safe, and memorable visitor experience. Builds strong relationships with tourism partners, vendors, community stakeholders, and regulatory agencies while identifying opportunities to grow revenue, improve operational efficiency, and strengthen the attraction's reputation as a premier destination.

Responsibilities

ESSENTIAL JOB FUNCTIONS

• Operations & Attraction Management: Provide overall leadership for the safe, efficient, and profitable operation of the aerial tramway and all associated visitor services, facilities, amenities, and daily operations.
• Safety, Compliance & Risk Management: Ensure the highest standards of safety, regulatory compliance, emergency preparedness, risk management, inspections, and incident response are maintained for employees, guests, and contractors.
• Guest Experience & Tourism: Lead strategies that deliver an exceptional visitor experience, strengthen customer satisfaction, and position the attraction as a premier tourism destination through hospitality, service excellence, and strategic tourism partnerships.
• Financial & Business Management: Develop and manage operating budgets, forecasts, pricing strategies, revenue programs, cost controls, and financial performance to achieve organizational goals and maximize profitability.
• Sales, Marketing & Business Development: Partner with internal and external stakeholders to increase visitation, revenue, brand awareness, and market share through marketing, sales, strategic partnerships, special events, and new business opportunities.
• People Leadership & Development: Recruit, lead, develop, and retain a high-performing workforce while establishing clear expectations, accountability, effective communication, employee engagement, and a strong culture of safety and service.
• Maintenance, Facilities & Capital Improvements: Oversee the maintenance, reliability, and long-term stewardship of the tramway, facilities, equipment, grounds, and infrastructure, including preventative maintenance and capital improvement projects.
• Stakeholder & Community Relations: Build and maintain productive relationships with ownership, senior leadership, regulatory agencies, tourism organizations, business partners, vendors, community leaders, and other key stakeholders.
• Strategic Leadership: Develop and execute short- and long-term strategies that support operational excellence, financial performance, organizational growth, competitive positioning, and continuous improvement.

Qualifications

NECESSARY SKILLS AND KNOWLEDGE

• Demonstrated experience managing budgets, financial performance, staffing, and operational KPIs.
• Experience leading customer-facing operations with significant seasonal or variable visitor volume.
• Demonstrated understanding of safety, risk management, regulatory compliance, and emergency response.
• Strong experience recruiting, developing, and retaining employees in a service-oriented environment.
• Excellent communication, interpersonal, problem-solving, and decision-making skills.
• Demonstrated ability to lead through changing operational conditions, including weather, equipment issues, high visitor volumes, and other unexpected circumstances.
• Proficiency with standard business technology, including Microsoft Office and financial, scheduling, ticketing, or operational management systems.

MINIMUM QUALIFICATIONS (education, experience, skills)

• Bachelor's degree in business administration, hospitality, tourism management, operations management, transportation, or a related field; equivalent combination of education and experience may be considered.
• Minimum of 7-10 years of progressive management experience in tourism, hospitality, attractions, transportation, entertainment, resort, or related operations.
• Minimum of 3-5 years of senior leadership or general management experience, preferably overseeing a complex, multi-department operation.
• A valid driver's license with an acceptable driving record.
• Ability to successfully pass a background check. OR
• Any equivalent combination of experience, training, and/or education.

PREFERRED QUALIFICATIONS

• Experience managing an aerial tramway, gondola, cable car, amusement attraction, ski resort, transportation system, or other complex mechanical tourism operation.
• Experience working within a highly regulated transportation or public-assembly environment.
• Experience in Alaska tourism, destination management, or a similar seasonal tourism market.
• Experience working with cruise lines, tour operators, hotels, travel agencies, or destination marketing organizations.
• Experience managing retail, food and beverage, ticketing, or other ancillary revenue operations.
• Knowledge of applicable aerial tramway, occupational safety, transportation, or tourism regulations.
• Experience managing unionized or represented employees, where applicable.
• Experience overseeing capital projects and major facility or infrastructure improvements.