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Operations Manager

2 months ago

Big Sky, United States SKi Butlers Full time

Seasonal (Seasonal)

Job Title: Operations Manager

Location: Big Sky, Montana

Terms: Seasonal- full time

Pay: $27/hour base wage, plus tips.

Targeted Start Date: October 1, 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 a n 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 Big Sky Black Pass

Housing Available



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