Mountain Sports School Manager

Description

Snow King Mountain Resort is the iconic Mountain Resort located in the heart of beautiful Jackson Hole, Wyoming. As a dual seasonal facility, it is home to many summer and winter family friendly attractions. The Snow King Team is looking for people with a love for the outdoors, a desire to learn, and a commitment to excellent service. 

Job Description

The Mountain Sports School Manager will help oversee all MSS business operations and assist the MSS Director in their responsibilities, including, but not limited to: execution & enforcement of the MSS Operations Manual, Guest Service, Instructor Maintenance (recruiting, communication, logistics, payroll), Staff Training, Product Line Management, Facilities Management, and be a Liaison to other Snow King Departments & 3rd parties.

Job Type: Seasonal (Full Time)

Hours of MSS Operation are: 

9am-6:30pm Monday thru Saturday

9am-4pm on Sundays

The shift will start 30 minutes before opening and/or 30 minutes prior to Lifts closing; Half-day/AM shifts are allowed as long as closing responsibilities have been delegated.

Direct Report: Tom Brennan, Director, Mountain Sports School

Essential Duties and Responsibilities:

Guests

• Help oversee customer relations and insure that instructors are creating the best experiences and driving return sales; this includes both proactive & reactive communication with guests through a number of different channels, soliciting feedback from guests through a combination of both automated & ad hoc experience reviews, and ensuring that guests are matched to the appropriate skill levels of a given instructor (and working to make appropriate changes when necessary)

• Help oversee and actively manage the backend (Mtnos) and front end (snowkingmountain.com) in assuring that the online reservation experience is functioning and optimized.

• Help manage communications with clients, including weekly updates to program participants.

Instructors

• Manage the recruiting, interviewing, hiring and onboarding (pre-season & in-season) of all MSS staff and instructor positions for both new and returning instructors, ensuring instructors have checked all boxes such as minimum training requirements, background checks, Mtnos/Paycom login, schedule, commitment, etc.

• Manage all aspects of instructor maintenance such as: coordination of instructors schedules, amending schedules for requested days off and equipping with uniforms/name tags, evaluating their performance/performance reviews, and giving feedback and rewarding/disciplining as appropriate. 

• Manage all instructor communication - weekly newsletter with updates, need-to-know information, process changes, reminders, etc.

• Help aiding new instructors with the pre-season logistics of getting to Jackson (e.g. helping them find housing)

• Help payroll auditing & reconciliation, serving as the liaison to Accounting/HR on payroll issues, and ensuring instructors are successfully & accurately inputting their hours.

• Help with Instructor On-Snow Assistance - Coordinating splits, assisting with ‘first time up Raff’ groups, emergencies (“lone rangers,” a single student with some health/bio issue)

Training

• Oversee the On-Snow Supervisors weekly training schedule.

• Managing a team of trainers--both internal and external (e.g. PSIA/AASI) and leading the development of staff/instructor training frameworks, goals, content and curriculum

• Overseeing the training of sales staff in the MSS sales offices to include customer service training.

Terrain Park

• May be responsible for leading the terrain park crew with the daily operations.

Product Line

• Managing the MSS product menu, including interfacing with program lead persons, MSS instructors and clients

• Managing Mtnos accuracy throughout the season to optimally reserve, schedule, and book an instructor’s time

• Help the MSS Administrator with daily student rosters and student groupings.

• Overseeing all supervision of children

Facilities

• Oversee MSS Facilities build and maintenance

• Manage all aspects related to signage, snow fencing, snow making, snow grooming

• Creating and enforcing COVID protocols/measures as they directly related to MSS

Business/Other Departments

• Serving as liaison to 3rd party organizations such as Coombs Outdoors and PSIA/AASI

• Serving as primary MSS liaison to other departments such as HR, Snowmaking, etc.

• Infusing, experimenting and executing on new ideas to keep the ski school modern and forward-thinking

 Minimum Qualifications:

• 21 years of age or older

• Bachelor Degree preferred

• PSIA/AASI Level 2; Higher levels are valued but not required

• Ability to competently ski or snowboard all terrain at Snow King Mountain

• Successful completion of a background check

• Must be available to work holidays and weekends

• Must be fluent in all aspects of the English language (spoken and written) 

• Fluency in the Spanish language is valued, but not required

• Must have excellent guest service and communication skills

• Must work well in a team

• Must be able to work in inclement weather in a high alpine environment

• Must have sight, speech, and hearing abilities sufficient to learn skills, follow and provide directions

• Firm knowledge of word processing, spreadsheet and browser applications