Operations Manager - Telluride
About Us
Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years rallying behind collaboration, accountability and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture and fun work environment to create a customer experience unlike any other. Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values: Service, Simple, Purposeful, Curious, and Give.
About the Role
Operations leaders (aka assistant managers) are responsible for upholding Ski Butlers customer service standards while managing the flow of day-to-day operations. You will be responsible for leading a team of Ski Technicians and Team Leaders. You will be responsible for reaching company goals including NPS, Revenue and Employee Satisfaction. No two days are the same as an operations leader! Adapting to the environment, managing expectations and leading by example are all qualities of highly effective leadership, especially in this role. We are looking for someone who has ownership, is self-motivated, driven to success, wants to grow this business and share in that success.
Requirements
- Expect weekend and holiday work
- Daily operations broken into morning and evening shifts
- Previous hospitality experience preferred, not required
Primary Responsibilities
- Pre-season shop set up
- Conducting orientation for ski technicians and team leaders
- Weekly scheduling and approving timesheets
- Conducting 1:1s and team meetings to maintain communication
- Coaching ski technicians and team leaders through shop shifts and ride-a-longs
- Maintaining a positive culture in the shop
- Respond to customer satisfaction surveys
- Ensuring brand standards are being met daily i.e.: uniforms, vans, equipment, shop cleanliness, etc.
- Fleet maintenance of vans, ensuring that vans are up to date with records and mechanical maintenance is being done as needed
Secondary Responsibilities
- Setting up the next shift for success
- Pre and post shift team meetings, ensuring each Team Leader and Ski Technician understands expectations and responsibilities for that shift
- Plan delivery routes, support calls and pickups for the current and upcoming shift
- Dispatch ski technicians on reactive support calls
- Sizing guests in the proper equipment for orders as they come into our system
- Schedule work assignments for the following shift
- Real-time feedback and coaching, both positive and constructive, to ensure we are meeting our Key Customer Requirements
- Assisting labor management during slow periods
- Taking reservations and issuing refunds
Pay
$26/hour base wage, plus monthly bonus (4 total in-season).
Benefits
- Subsidized housing in Mountain Village available to select new hires
- Free Alterra Mountain Company Employee Pass — unlimited access to all Alterra Mountain Company owned resorts, subject to blackout dates; ability to upgrade to Full or Base Ikon Pass at heavily discounted rate
- Telluride Ski Resort Ski Pass
- Discounted access to 500+ industry brands
- Generous discounts to Rossignol/Dynastar/Lange equipment
- 401K benefit and match for ALL staff members over 18 years old
- Apex-MEC (minimum essential coverage) plan available to all seasonal employees — helps cover preventive visits, urgent care visits, free telehealth, limited hospitalization, prescription drug benefits and free multilingual behavioral health
- Comprehensive Employee Assistance Programs, emotional wellbeing and work-life balance resources