Assistant Manager of Programming and Rental

Spirit Mountain•Duluth, MN

9d•Onsite

About The Position

The Assistant Manager of Programming and Rental is a hands-on leadership role responsible for the daily execution of front-line operations and delivery of exceptional guest service. This position leads by example on the floor—coaching team members in real time, supporting guest interactions, and ensuring smooth, consistent operations across all assigned guest-facing areas. This role serves as the primary on-site leader during shifts, partnering with the Programming and Rental Manager to bring systems, standards, and operational plans to life. The Assistant Manager is highly visible, action-oriented, and focused on team performance, guest satisfaction, and immediate problem-solving. Regular weekend presence is essential for the success of this role.

Requirements

1+ years of experience in hospitality, guest services, rental operations, programming, or related field required
Understanding or ability to learn POS and basic IT functionality
Proven ability to lead teams during high-volume periods
Strong interpersonal and communication skills
Ability to work in a fast-paced, dynamic environment while managing multiple priorities
Proven ability to problem-solve and make decisions in real time
Highly reliable with strong sense of accountability and ownership
Availability to work weekends, holidays, and during seasonal peaks as needed

Nice To Haves

Previous leadership experience or supervisory experience preferred
Ability to ski or snowboard preferred
PSIA/AASI or GSMBC certification preferred, or willingness to obtain

Responsibilities

Supervises, trains, and coaches, front-line Snow Sports, Programming and rental staff, ensuring strong service standards and consistent performance
Leads by example through active rental, Snowsports desk, and beginner hill presence, modeling guest interactions and service expectations
Provides real-time feedback and redirection to team members to improve performance and confidence
Assists in scheduling and staffing to ensure proper coverage during peak and off-peak periods
Supports onboarding and ongoing training of new and existing employees
Oversee day-to-day guest-facing operations, ensuring smooth, timely, and efficient service and responses
Acts as the primary point of contact during shifts, making real-time decisions to maintain flow and service quality
Identifies and resolves operational issues as they arise, including staffing gaps, guest concerns, or system challenges
Ensures all service areas are clean, organized, stocked, and prepared for business throughout the day
Maintains awareness of business levels and adjust team deployment accordingly
Monitors inventory of rental inventory—communicating ordering needs to Programming and Rental Manager with enough lead-time to replenish stock
Actively engages with guests to ensure a positive experience and strong service presence
Handles guest concerns and service recovery situations promptly and professionally
Empowers team members to resolve issues while stepping in when escalation is needed
Monitors guest feedback and communicates trends or reoccurring issues to the Programming and Rental Manager
Ensures adherence to established service standards, policies, and procedures
Supports execution of systems and processes developed by the Programming and Rental Manager including POS, pricing, and SOPs
Troubleshoots POS issues in collaboration with the Guest Services department and escalates unresolved issues as needed.
Holds team members accountable for performance, attendance, cash handling, timely responses to guest service inquiries, and employee conduct expectations
Partners with Facilities, Events, and other departments to support daily operations and event execution
Communicates real-time needs, challenges, and updates to relevant teams to ensure alignment
Supports event execution from Snow Sports staffing and guest experience perspectives
Serves as Manager on Duty as assigned
Other duties as assigned