Operations Leader

2 months ago

Denver, Colorado, United States Alterra Mountain Company Full time

Seasonal (Seasonal)

Job Title: Operations Manager

Location: Steamboat, CO

Terms: Seasonal- full time

Pay: $25/hour base wage, plus tips.

Targeted Start Date: October 14, 2024

Requirements:

Expect weekend and holiday work. Daily operations broken into morning and evening shifts. Previous hospitality experience preferred, not required

About us:

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years rallying behind collaboration, accountability and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture and fun work environment to create a customer experience unlike any other.

Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below:

Service | Simple | Purposeful | Curious | Give

Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we don't stop there. Our culture is about being a part of something bigger. Whether it's contributing to our net zero climate initiatives, building lifelong friendships or making a customer's vacation memorable, a job at Ski Butlers will be the best decision you make.

Ski Butlers is a stand-alone business under Denver based Alterra Mountain Company.

About the role:

Operations Managers are responsible for upholding Ski Butlers customer service standards while managing the flow of day-to-day operations. More specifically, you will be responsible for leading a team of Ski Technicians and Team Leaders in their role. You will be responsible for reaching company goals including NPS, Revenue and Employee Satisfaction.

No two days are the same as an operations leader Adapting to the environment, managing expectations and leading by example are all qualities of highly effective leadership, especially in this role. We are looking for someone who has ownership, is self-motivated, driven to success, wants to grow this business and share in that success.

Perks and Benefits:

  • Free Alterra Mountain Company Employee pass
  • Ability to upgrade to full Ikon Pass at heavily discounted rate
  • Ability to ski everyday
  • Access to 645+ industry discounted brands through Expertvoice
  • Discounted access to Rossignol/Dynastar/Lange equipment
  • 401K benefit and match for ALL staff members over 18 years old
  • Location specific, customer service-based bonuses (4 total in-season)

Primary Responsibilities:

  • Pre-season shop set up
  • Conducting orientation for ski technicians and team leaders
  • Weekly scheduling and approving timesheets
  • Conducting 1:1s and team meetings to maintain communication
  • Coaching ski technicians and team leaders through shop shifts and ride-a-longs
  • Maintaining a positive culture in the shop
  • Respond to customer satisfaction surveys
  • Ensuring brand standards are being met daily i.e.: uniforms, vans, equipment, shop cleanliness, etc.
  • Fleet maintenance of vans, ensuring that vans are up to date with records and mechanical maintenance is being done as needed

Secondary Responsibilities:

  • Setting up the next shift for success
  • Pre and post shift team meetings, ensuring each Team Leader and Ski Technician understands expectations and responsibilities for that shift.
  • Plan delivery routes, support calls and pickups for the current and upcoming shift.
  • Dispatch ski technicians on reactive support calls
  • Sizing guests in the proper equipment for orders as they come into our system
  • Schedule work assignments for the following shift.
  • Real-time feedback and coaching, both positive and constructive, to ensure we are meeting our Key Customer Requirements
  • Assisting labor management during slow periods
  • Taking reservations and issuing refunds

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