SUMMARY
Provide for the safe uphill transportation of skiers by supervising the daily operations of ski lifts and the personnel who operate them. Confers regularly with immediate supervisor and other company departments/personnel, especially lift maintenance, to plan, coordinate and evaluate activities, exchange information, and resolve problems. As a customer-focused organization, a crucial part of each employee’s job is to attract and retain guests.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Plan, supervise and coordinate daily lift operations by exercising full supervisory authority over 35–50 employees. Plan and conduct weekly staff meetings and coordinate activities.
2. Follow up on training of staff members by assigning and checking work, resolving problems and related tasks. Utilize formal testing program with documentation.
3. Monitor weather conditions and general surroundings by inspecting all lifts on a regular basis.
4. Assist in preparing lifts during the preseason for operations, including but not limited to lift ramps, buildings, Axess Gates, chair lettering, seat cushions, bike racks, and unload decks/platforms
5. Ensure safe and efficient lift operations by maintaining compliance with established company policies and procedures.
6. Provide a safe and clean work area at all lift stations. Provide necessary maintenance to lift buildings as needed.
7. Supervise and assist with daily openings and closings by providing transportation for staff to work sites, preparation of ramps, closing procedures, and similar tasks.
8. Prepare for and supervise emergency operations by training and evaluating operators on a continual basis utilizing the “spot check” program.
9. Address specific problems such as breakdowns and equipment malfunctions of lifts by initiating established operational procedures.
10. Provide superior service to our customers (internal and external) by following the Make the Guest Right program while interacting with guests. Respond to all guests and employees in a courteous, efficient manner.
11. Contribute to team effort by accomplishing related results as needed.
12. Perform other tasks as assigned.
13. Monitor and train gatekeepers to ensure all guests have valid tickets or season passes.
14. Operate with a high degree of autonomy and accountability.
15. Communicate Net Promoter Scores to staff members and effectively utilize this information to motivate and reward staff.
16. Compile weekly schedule for individual lifts by assigning operators to lifts, based on lifts that are scheduled and budgeted to operate.
17. Assist with incident investigations, including collecting statements from employees and witnesses and supporting Ski Patrol with on-scene needs.
18. Administer and document staff training, including weekly safety topics, lift training, and daily inspections.
19. Utilize resort guest service policies, exceed service standards, and ensure they are carried out effectively to achieve targeted goals.
GENERAL ACCOUNTABILITIES
1. Hire, motivate, evaluate, and direct staff to ensure adequate guidance and resources to accomplish established goals and objectives. Ensures that all employees receive the training, support, guidance, feedback, and resources necessary.
2. Direct the establishment of departmental standards, guidelines and objectives and maintain other administrative processes such as budgeting and staffing to ensure proper planning, efficient operation of departments and successful achievement of resort goals.
3. Establish and evaluate financial and profitability goals through annual capital and budget plan process.
4. Monitor and evaluate operational projects to ensure the successful execution of activities and to improve the effectiveness of the areas of responsibility.
5. Represent the resort at industry-specific functions and local community as necessary to contribute operational expertise and value.
6. Maintain and enhance a guest-focused culture in all areas of responsibility. Monitor and communicate NPS survey information weekly.
7. Maintain schedules in compliance with regulations and authorities having jurisdiction; manage responsibilities in compliance with resort safety policies.
8. Schedule and administer weekly meetings to discuss safety and guest service topics. Meetings are to be documented and recorded.
9. Maintain current knowledge of legal issues and technological advances which impact the industry; maintain awareness of scope and progress of competition.
10. Demonstrate effective communication skills with all levels of employees, guests, and all other outside contacts.
11. Demonstrate the ability to delegate responsibility, motivate and lead direct reports to achieve goals and objectives.
12. Maintain a familiarity with state and federal environmental standards and OSHA regulations.
13. Maintain an understanding of corporate and resort specific policies and procedures.
RESPONSIBILITIES TO SAFETY
1. Protect the safety of self, co-workers, and Cranmore Mountain Resort guests at all times.
2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
3. Report safety-related accidents and incidents at once to immediate supervisor.
4. Follow all company and department safety policies and procedures.
5. Operate equipment in a safe manner that will not lead to injury of you or others.
6. Drive in accordance with the law and Cranmore Mountain Resort policies.
SUPERVISORY RESPONSIBILITIES
Plan, assign, and direct work for a team of 35–50 lift operations employees. Evaluate performance, provide coaching and corrective action as needed, and recognize strong performance. Ensure team accountability for safety, operational standards, and guest service.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma, and mechanics or related field desirable, or three to five years of related lift operations experience. College degree is desirable. Computer skills including working knowledge of Microsoft Windows and Office; ability to quickly learn additional applications.
LANGUAGE SKILLS
Coordinates and exchanges ideas with managers, supervisors and workers of other departments and deals directly with guests as needed; gives directions and information; handles complaints and resolves guest concerns professionally. Deals with state and insurance lift inspectors. Open communications and training with Director of Mt Operations and Lift Maintenance daily.
MATHEMATICAL SKILLS
Manage the budget, maintain equipment and supplies, complete reports and recordkeeping, responsibility for reviewing daily reports and forwarding completed reports to Director of Mt Operations.
REASONING ABILITY
Deals with a variety of special problems that may arise, such as lift breakdowns or equipment malfunction. Prepare for and supervise emergency operations in the event of a lift failure. An error in supervision could jeopardize the safety of staff members operating the equipment and the safety of the guests being transported on the lifts.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver’s License (Required)
Willingness to participate in continuing education and training such as OSHA or other certifications or programs.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 80 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT
While performing the duties of this job, the employee regularly works near moving mechanical parts and in outside weather conditions, risk of electrical shock, and vibration. The noise level in the work environment is moderately loud. Noise includes motor room equipment, snowcats operating in the area, snowmobiles.
SCHEDULING
The Lift Operations Manager is a full-time position with a minimum of 40 hours per week during non-peak season, 45 hours during peak winter season (generally December through March). Hours vary based on season and business volumes. The typical schedule is 5 days a week, 8–10 hours a day, between the hours of 7am and 9pm. Weekends, holidays, and vacation weeks are included. During peak business volumes, functions, and special events, late evening and/or overnight hours may be required.