Manager, Guest Experience and Resort Systems
About The Position
RED Mountain Resort is seeking a dynamic, tech‑savvy Manager, Guest Experience & Resort Systems to lead our Guest Services team and help create memorable experiences that keep guests returning season after season. This role oversees every major guest touchpoint—from the moment a guest makes an online purchase to their arrival, ticket pickup, wayfinding, and on‑mountain support. The ideal candidate blends operational and guest experience leadership with strong technical expertise, ensuring our e‑store, POS systems, and guest‑facing technologies run smoothly and efficiently. If you’re passionate about elevating guest experiences, optimizing systems, and leading high‑performing teams, we want to hear from you.
Requirements
- Diploma or certification in Business Administration, Information Technology, Computer Science, or a related field.
- 3–5 years of leadership experience in customer service, hospitality, retail, or resort operations.
- 2–3 years of hands‑on experience administering POS systems, databases, or technical support functions.
- Strong working knowledge of iOS/Android device management, Microsoft 365, Windows OS, Google Workspace, Excel, Word, and data analysis.
- Strong leadership and team‑development capabilities.
- Professional, outgoing, guest‑focused attitude.
- Exceptional customer service and guest‑relations abilities.
- Excellent troubleshooting and diagnostic skills.
- Calm, organized, and effective in fast‑paced environments.
- Strong organizational and multi‑tasking abilities.
- Effective cross‑department communication and collaboration.
- Ability to identify inefficiencies and implement improvements.
- High attention to detail and accuracy.
- Self‑motivated, independent, and collaborative.
Nice To Haves
- Experience with networking hardware, Wi‑Fi systems, and peripheral devices is an asset.
- Intermediate ski or snowboard ability to access on‑mountain facilities.
Responsibilities
- Lead Guest Services to deliver authentic, guest‑focused service aligned with RED’s culture and brand standards.
- Recruit and develop staff through training, mentorship, and performance support.
- Create efficient systems, processes, and training programs that reduce friction for guests and team members.
- Build tools and knowledge resources enabling first‑contact resolution for most guest issues.
- Participate in product development, pricing discussions, and ongoing product evolution.
- Provide clear, positive communication regarding products, pricing, and resort offerings.
- Track and analyze ticket sales, season pass performance, and operational metrics.
- Review and update waivers, liability documentation, and guest‑facing policies annually.
- Foster strong collaboration across all resort departments.
- Configure, maintain, and support the resort’s e‑store and POS platforms, including product setup, deliverables, discounts, inventory, and accounting accuracy.
- Support daily reliability and performance of all e‑store and POS operations.
- Analyze operational and sales data to support product mix and pricing strategies.
- Troubleshoot hardware, software, peripheral, and network issues to minimize downtime.
- Coordinate with third‑party vendors for technical support and maintenance.
- Assist with implementation of new software systems and technologies.
- Maintain POS equipment inventory and support lifecycle planning.
- Develop user documentation and deliver training for POS systems and technology tools.
- Support data integrity and assist with system backup procedures.
- Respond to critical system issues during peak periods, including weekends and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
