Mountain Host Supervisor

Overview

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play

Benefits

• Free employee season pass and free or discounted dependent(s) season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

An integral part of the Guest Services Team, the Mountain Host Supervisor leads the volunteer Mountain Host program in Winter at Mt. Bachelor, playing a crucial role in enhancing guest experience. This position oversees the selection, training, and management of volunteer Mountain Hosts, ensuring they provide exceptional service and accurate information to guests about Mt. Bachelor and Central Oregon. This position requires a deep understanding of Mt. Bachelor's operations to best serve and inform guests, as well as strong leadership skills to manage the volunteer program effectively.

Essential Functions/Major Responsibilities Volunteer Management

• Oversee the selection and supervision of approximately 100+ Mountain Host volunteers.
• Provide initial and ongoing training, coaching, and encouragement.
• Conduct routine audits to ensure program goals are met, with follow-up improvement directives.
• Create and maintain a positive environment, differentiating between volunteerism and employment.

Operational Leadership

• Set goals and standards for the Mountain Host Program and audit routinely to ensure that they are being met.
• Conduct morning meetings, safety huddles, and guest service sessions.
• Assign daily tasks and gather relevant information.
• Ensure volunteers' knowledge of mountain operations, events, and activities.
• Gather and share information across departments.

Guest Experience Enhancement

• Provide and model superior guest service.
• Address complaints and conduct guest surveys.
• Promote mountain services effectively.
• Oversee day-to-day operations of the Concierge Desk.
• Manage the resort's Lost and Found process and procedures.

Knowledge Management

• Maintain comprehensive knowledge of Mt. Bachelor\'s operations, trail system, and amenities.
• Stay informed about local attractions and ensure volunteers are well-informed.

Administrative Duties

• Oversee monthly scheduling to ensure day-to-day host coverage within the scope of operating needs.
• Compile progress reports and maintain volunteers and training records.
• Keep standard operating processes, procedures, and reference guides up-to-date.
• Support the Guest Services Manager with budgeting.

Interdepartmental Collaboration

• Work with various personnel, guests, and external partners.
• Act as a liaison between the Mountain Host program and other departments.

Communication and Guest Relations

• Maintain open and accurate communications across all channels and with all departments to gather and share information necessary for the Mountain Host program.
• Oversee Guest Surveying processes.
• Maintain best practices for guest relations among volunteers.

Secondary Function

• The Mountain Host Supervisor must maintain a working knowledge of all Guest Service functions at Mt. Bachelor and may be asked to support with other supervisory tasks within the Guest Services department, as needed.
• Partner with the Mt. Bachelor Pro Ski Patrol for pre-season department trainings and Safety Certifications.
• Assisting Mt. Bachelor Ski Patrol with incidents (when the required tasks fall within the definition of volunteerism).

Job Scope

The Mountain Host Supervisor operates within the established parameters of the Guest Services Department. While not responsible for the development of new polices and/or guidelines, the Supervisors' input is an important step when formulating new policies.

Supervisory Responsibilities

• Positions Supervised: 100 +/- Volunteers
• Scheduling and assigning work: Yes
  • Assist in the creation and monitoring of the Volunteer Monthly Schedule.
  • Assist in the creation and monitoring of the Volunteer Mountain Hosts Daily Assignment Sheet.
    • Training: Yes
    • Assist with Guest Services Training, Concierge Desk Training, Mountain Host Duty Stations training, and slope-side orientation tour training of all Mountain Hosts.
      • Disciplinary Actions: Assist in the implementation of training both at the beginning of the season and continuing.
      • Hiring/Termination: This position will have input, but not full responsibility.
      Interpersonal Contacts

The Mountain Host Supervisor interacts with every department at Mt Bachelor. They would need to exhibit the capacity to relate to and communicate with the managers and staff employed within these departments.

Specific Job Skills

• License/Certifications: Possess and maintain a current CPR/AED Certification.
• Technical:
  • Proficiency in Microsoft Word and Excel.
  • Possess the skill necessary to become proficient with the ConnecTeams (scheduling and communication software for Mountain Host Program).
  • Superior verbal/written communication skills.
• Physical Capabilities:
  • Ski/Ride at an Intermediate level.
  • Carry cases of brochures, maps, and supplies.
  • Tolerance and the ability to ride/ski in cold, snowy, windy, and rainy conditions.
  • Capacity for walking/standing for long periods.
  • Shoveling snow in inclement weather.

Additional: The hours can be long. Guest interaction and dealing with multiple incidents daily can be mentally as well as physically stressful.

Education/Related Experience

• Minimum Education: High School Diploma/GED or Equivalent.
• Minimum Qualifications: 3 years of Guest Service Supervisory experience preferred.
  • Computer spreadsheet skills required.
  • A strong background in a customer service-related position is a plus.
  • Strong communication and public relations skills are a plus.
  • Training/instructional background is a plus.
  • Familiarity with Central Oregon and the surrounding communities is a plus.
  Physical Demands
  • The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Such accommodations require an interactive discussion with the Human Resources Department before such accommodations can be made.
  • In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow and walk on steep and uneven surfaces.

Current Hiring Range: $23.50/hr

Minimum Age Requirement: 18+

Come Work Where You Play

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.

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