Manager Guest Services

Mt. Hood Meadows

10h•Onsite

About The Position

Join the leadership team at Mt. Hood Meadows as our Guest Services Manager, where you’ll help shape exceptional mountain experiences for thousands of guests each season. This dynamic leadership role oversees all aspects of Guest Services operations, including Concierge, Ticketing, Pass Holder Services, Guest Communications, Program Sales, Transportation, Meadows Learning Center support, and Rental Sales coordination. We’re looking for an experienced hospitality leader who thrives in fast-paced environments, leads with positivity and accountability, and is passionate about delivering memorable guest experiences in a mountain resort setting. As a key operational leader, you’ll guide and develop a large seasonal team, collaborate across departments, and play an essential role in daily resort operations during the winter season. This position is ideal for someone who combines strong people leadership with operational excellence, problem-solving skills, and a calm, solutions-oriented approach under pressure. From managing peak storm-day operations and guest communications to improving service systems and mentoring supervisors, you’ll have a direct impact on both guest satisfaction and team success. At Mt. Hood Meadows, we value teamwork, adaptability, safety, stewardship, and creating a welcoming environment for every guest and employee. If you’re energized by mountain culture, guest engagement, and leading high-performing teams in an exciting outdoor recreation environment, we’d love to hear from you. This is a Full-Time, Year-Round Benefitted position.

Requirements

3+ years of progressive experience in guest services, hospitality, or front-of-house operations, with at least 1 year in a supervisory or lead role.
High school diploma or equivalent.
Demonstrated ability to lead, coach, and schedule a team of 20+ seasonal employees in a fast-paced, high-volume environment.
Proven conflict-resolution skills and the ability to de-escalate guest complaints calmly and professionally, including issues related to weather closures, lift holds, ticketing, and lost items.
Strong written and verbal communication skills in English.
Ability to work a flexible schedule including early mornings, evenings, weekends, holidays, and peak storm days throughout the November–April ski season.
Ability to safely commute to the resort on Highway 35 in winter driving conditions (chains, traction tires, etc.).
Must be at least 21 years of age (for alcohol service oversight in F&B-adjacent guest areas) and able to pass a pre-employment background check.
Current Oregon Food Handler's Card and OLCC Server Permit.

Nice To Haves

Associate or bachelor’s degree in hospitality, business, recreation management, or a related field.
Prior experience at a ski resort, mountain destination, national park, or other seasonal outdoor hospitality operation.
Proficiency with point-of-sale (POS) and ticketing systems (e.g., Sirius ware, RTP, or comparable resort platforms) and standard office software (Microsoft Office, Google Workspace).
Proficiency with Strapi or other content management services (Site Core, WordPress).
Bilingual proficiency (Spanish, Mandarin, Japanese, or ASL).
Working knowledge of ski/snowboard culture, lift operations terminology, lesson and rental workflows, and season pass programs (including Indy Pass).
Experience administering guest feedback platforms (e.g., Medallia, Qualtrics, NPS surveys) and using date to drive service improvements.
Familiarity with accessibility standards and adaptive recreation programs (e.g. Oregon Adaptive Sports).
Current First Aid/CPR/AED certification, or willingness to obtain within 60 days.
Demonstrated commitment to sustainability initiatives and Forest Service permit compliance (Mt. Hood Meadows operates under a USFS Special Use Permit on the Mt. Hood National Forest).
Ski or snowboard proficiency sufficient to ride the mountain and assess the on-snow guest experience firsthand.

Responsibilities

Oversees all aspects of Guest Services operations, including Concierge, Ticketing, Pass Holder Services, Guest Communications, Program Sales, Transportation, Meadows Learning Center support, and Rental Sales coordination.
Guides and develops a large seasonal team.
Collaborates across departments.
Plays an essential role in daily resort operations during the winter season.
Manages peak storm-day operations and guest communications.
Improves service systems.
Mentors supervisors.
Manages radio communications and coordinates with Mountain Operations, Ski Patrol, and Parking teams during peak periods and weather events.