Director of Skier Services - Giants Ridge

About this role

Compensation Amount: 75,000.00 USD Annual Job Summary: The Director of Skier Services is a senior leadership role responsible for managing the operations, financial results, guest services, and safety of Giants Ridge’s year-round recreational and ski services.

This role manages one of the resort's largest revenue and labor centers and plays a key role in ensuring that what we sell is delivered efficiently and consistently to a high standard that encourages and promotes repeat visitation.

While the primary focus of this role is operational discipline and financial performance, it also carries a secondary but essential responsibility for guest experience across both winter and summer operations.

This role has a strategic focus on one of the most important areas of the resort’s success, as it plays a central role in:  Protecting and growing revenue  Managing labor responsibly to set KPI’s  Delivering safe, high-quality guest experiences  Supporting staff with clear leadership and expectations  Ensuring consistency across winter and summer operations

The primary priority of this role is Operational Accountability & Financial Performance. The Director of Skier Services is responsible for:  Revenue realization from skier services and recreation operations  Labor planning, staffing efficiency, and cost management  Department budget planning, forecasting, and variance analysis  Maintaining service quality and safety while protecting margins  Using data, metrics, and guest feedback to drive operational decisions.  Provide guidance of system operations planning and coordination across all departments to ensure safe, efficient, and financially responsible resort operations.

This role ensures that all guest-facing products are managed according to business needs, staffing capacity, safety standards, and financial targets. Job Description: Departmental Oversight

This role provides direct leadership and operational oversight to the following departments: • Mountain Sports School (lessons, youth and seasonal camps) • Equipment Rental & Repair Operations • Guest Services (ticketing) • Group Sales • Mountain Sports Shop (retail) • Pool & Sauna Haus • Climbing Wall Operations (including compliance and programming) • Year-Round Recreational Offerings including but not limited to:

• Alpine & Nordic Skiing, Snowboarding • Snowshoeing • Mountain Biking • Hiking & Trail Based Activities • Disc Golf

Essential Functions • Recruit, train, and develop team members across skier services and recreation operations. • Foster a culture of safety, professionalism, accountability, and guest-first service. • Lead staff development initiatives across Guest Experience and Skier Services, including managers, supervisors, and frontline employees; establish training standards, and support leadership development. • Ensure all safety, compliance, and risk management practices meet or exceed industry standards. • Is scheduled during the month as a Manager on Duty. • Collaborates with Mountain Operations and Facilities to align terrain, trail, and lift readiness with program and guest needs. • Build and maintain strategic partnerships with schools, local organizations, and community groups to support programming and participation. • Recruit, train, schedule and direct Volunteer Mountain Hosts to support guest experience initiatives.

Revenue Growth & Program Development • Collaborate with the General Manager in developing and implementing engaging recreational and instructional programs that enhance guest satisfaction and drive revenue growth. • Ensure programming is feasible, financially viable, and aligned with market needs.

Financial Management • Collaborate with the General Manager on financial strategic planning and tactics to achieve financial results. • Develop and oversee departmental operating budgets, forecasts, and capital improvement projects. • Monitor and evaluate usage data, guest feedback, and financial results. • Identify opportunities for efficiency, growth, and reinvestment.

Guest Experience • Serve as a senior steward of the guest experience across all seasons. • Maintain uniform service standards across all business lines by emphasizing communication and professionalism. • Serve as a senior escalation point for guest experience and service recovery issues. • Monitor guest feedback and satisfaction trends to guide ongoing improvements. • Collaborate with department leaders to ensure smooth guest flow and effective communication throughout the resort operations.

Skill and Knowledge Requirements • Bachelor’s degree in recreation management, outdoor education, or related field preferred; or 5-10 years of progressive experience in ski resort or recreational leadership. • Extensive knowledge of ski area operations, including instruction, mountain safety, and summer programming. • Strong financial acumen with experience in budget planning, forecasting, and capital project oversight. • Effective leadership and team-building skills with a collaborative, hands-on management style. • Excellent verbal, written, and interpersonal communication skills; strong public speaker. • Proficiency in Microsoft Office; ability to learn new systems including POS and scheduling software. • Ability to read and interpret technical manuals, policies, and procedures. • Valid Class D Driver’s License with an insurable driving record.

Physical Requirements • Ability to perform work in both office settings and operations environments throughout the resort.  • Ability to ski/snowboard and mountain bike at an intermediate level in all snow and weather conditions.  • Must be comfortable navigating indoor and outdoor workspaces in all weather conditions.  • Requires regular walking, standing, and the ability to respond quickly to operational needs during active business hours.  • Ability to stand and walk for extended periods of time, including across uneven outdoor terrain in varying weather conditions.  • Lifting, carryin

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