Director of Guest Services

Description

Powder Mountain is a year-round resort and real estate development project nestled throughout 10,000 acres in the Wasatch Mountains of Northern Utah. Recently acquired by Reed Hastings, Co-Founder of Netflix, Powder is committed to staying uncrowded and independent—and we’re revolutionizing the ski industry along the way. Join our mission to spark wonder by creating a unique place that fuses mountain recreation, art, and meaningful connection.

We’re looking for Big-Hearted Champions Who Pick Up the Trash. If you’re a passionate, caring team player who strives for excellence—and always tries to do the right thing, even when no one is watching—you’ll fit right in at Powder.

We Are:

Big Hearted - Passion, Caring & Warm, Joyful, Generous

Champions - Team - Not Family, Intolerant of Mediocrity, Tenacious, Seeks Feedback

Who Picks Up the Trash - Does What is Best for Powder and Our Guests, Resourceful, Selfless

Our Commitment to Equality:

Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams. 

Appearance Guidelines:

Well-groomed facial hair, tasteful visible tattoos, and minimal facial piercings are acceptable.

Perks of Joining Our Big-Hearted Champions: 

• Health, Vision, Dental Benefits
• 401K Plan and company match 
• Employee Assistance Program 
• Generous Paid Time Off 
• Company provided Life Insurance & Short-Term Disability 
• Seasonal Ski & Summer Passes for self, self & dependents + Buddy Vouchers
• Membership to Wolf Creek Fitness Club and Golf Course
• UTA Ski Bus Pass and Employee Shuttle Service 
• Powder Mountain Retail/Rental Discount and On-Mountain F&B Discounts
• Powder Mountain Snowsports School Discounted Lessons
• Access to Expertvoice.com, Outdoorly.com and partner discounts.
• Powder Mountain on-snow uniform for specific roles.
• Free On-site Gourmet Employee Lunches
• Flexible and Hybrid Workplace Environment
• New Modern Office with Indoor/Outdoor Meeting Spaces

Requirements

Job Title: Director of Guest Services
Department: Guest Services

Status: Annual Full-time, Exempt

Reporting To: COO/GM Mountain Operations

Position Summary:

The Director of Guest Services is a highly motivated and experienced leader with a proven history of success in innovative guest service solutions, a deep understanding of financial goals and the delivery of fiscal success, and a track record of achieving improved and/or high Net Promoter Scores (NPS). This role demands a passion for exceptional customer service, a dedication to safety in all operations, a commitment to "unreasonable hospitality," and a drive to create a welcoming and memorable experience for every guest. The Director will lead and inspire a team of dedicated professionals, ensuring seamless operations across various guest-facing departments, including ticket sales, season pass sales, guest services, the call center, and guest relations. This role is instrumental in fostering a culture of excellence and exceeding guest expectations at every touchpoint.

Essential Duties and Responsibilities:

• Leadership and Strategy:
  • Develop and implement a comprehensive guest services strategy aligned with Powder's financial targets, long-term vision, and cultural values.
  • Provide inspirational leadership to the Guest Services team, fostering a positive and productive work environment.
  • Champion a culture of "unreasonable hospitality," exceeding guest expectations and creating memorable experiences.
  • Drive continuous improvement initiatives to enhance operational efficiency and guest satisfaction.
  • Design and optimize the department structure and operating model to ensure alignment with the overall guest service strategy and Powder's business objectives.
• Operations Management:
  • Oversee the daily operations of all guest-facing departments, including ticket sales, season pass sales, guest services, the call center, and guest relations.
  • Ensure efficient and effective management of point-of-sale systems and processes.
  • Develop and implement customer service training programs and conflict resolution protocols for various departments.
  • Manage and resolve guest complaints and service issues with professionalism and empathy.
  • Collaborate closely w