Drive Guest Experience, Service Excellence, and Revenue Operations at Snowriver

Job Title: Director of Guest Operations 

Department: Operations 

Reports To: Chief Resort Operations & Development (CROD) 

Location: Snowriver

Status: Full-Time, Year-Round 

Seat Overview 

The Director of Guest Operations leads all guest-facing and revenue-generating departments across the resort. This executive leadership role is responsible for delivering a seamless, efficient, and brand-aligned guest journey while driving top-line performance through operational excellence and frontline leadership. 

As a core member of the resort leadership team, this seat stewards the Guest Experience & Revenue branch and works in close partnership with the Director of Mountain Operations to ensure a fully integrated and high-performing resort experience. 

This role requires visible, hands-on leadership, disciplined execution, and the ability to align multiple departments around shared standards of service, accountability, and performance. 

Seat Core Purpose 

To deliver consistent, high-quality guest experiences that drive revenue performance, strengthen brand reputation, and ensure operational readiness across all guest-facing departments. 

Core Accountabilities 

1. Lead All Guest-Facing, Revenue-Generating Departments: Provide strategic and day-to-day leadership across all frontline revenue operations, ensuring clarity, accountability, and performance alignment.

2. Drive Service Quality & Seamless Guest Journeys: Own the end-to-end guest experience, ensuring consistency, professionalism, and operational coordination across all service touchpoints.

3. Deliver Top-Line Performance Through Frontline Execution: Support revenue optimization by ensuring disciplined execution, guest engagement, and alignment between operations, marketing, and promotions.

4. Ensure Brand-Aligned Service Delivery: Establish and uphold clear service standards that reflect the resort’s brand promise and drive measurable guest satisfaction.

5. Oversee Scheduling, Staffing & Daily Execution: Ensure departments are appropriately staffed and operationally prepared to meet fluctuating business levels, peak periods, and seasonal demand.

6. Implement Service Training Programs: Execute service and compliance training initiatives as defined by the Head of Sales and Legal, ensuring consistent frontline knowledge and professionalism.

7. Align Operational Plans with Seasonal Demand & Promotions: Coordinate staffing models, operational readiness, and guest engagement strategies to support promotions, events, and seasonal volume shifts.

8. Support Revenue Optimization Through Experience Consistency: Drive repeat visitation and ancillary revenue growth by ensuring reliable, quality-driven experiences across departments.

Departments Under Direct Oversight 

• Tickets & Guest Services 

• Front Desk / Lodging Services 

• Retail 

• Rentals 

• Ski & Snowboard School 

• Events & Activities 

• Food & Beverage 

Qualifications 

Required 

• 7+ years of leadership experience in resort, hospitality, or complex multi-department operational environments 

• Proven experience leading frontline teams in high-volume, seasonal businesses 

• Demonstrated ability to drive service standards and operational accountability 

• Strong financial acumen with understanding of revenue drivers and labor management 

• Excellent communication and cross-functional leadership skills 

Preferred 

• Ski resort, lodging, or destination resort experience 

• Experience leading multiple revenue streams simultaneously 

• Background in hospitality service systems and service recovery programs 

• Experience operating within an EOS or accountability-based structure 

What Success Looks Like 

• Guest-facing departments consistently meet or exceed revenue targets. 

• High guest satisfaction scores with reduced service recovery trends. 

• Clear, consistent service standards observed across all touchpoints. 

• Strong leadership bench and low regrettable turnover within frontline departments. 

• Peak periods and high-volume events are executed smoothly with proactive staffing and planning. 

• Daily alignment and strong partnership with the Director of Mountain Operations, resulting in seamless mountain readiness, coordinated communication, and unified decision-making during weather events, peak days, and operational challenges. 

• Guest feedback is translated into actionable improvements across both service and mountain operations environments. 

Culture Fit 

The Director of Guest Operations thrives in a fast-paced, seasonal resort environment and leads with visibility, accountability, and composure. 

• Is present in operations and actively engaged with frontline teams 

• Holds high standards without creating friction 

• Leads with clarity, consistency, and follow-through 

• Takes ownership of outcomes 

• Balances hospitality warmth with operational discipline 

• Builds strong cross-department partnerships 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business, availability on peak holiday timeframes and weekends is required.