Mount Kato Staff Docs

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Base Operations Director

Job Title: Base Operations Director

Department: Guest Services

Reports To: General Manager

FLSA Status: Exempt

Summary

The Base Operations Director is responsible for the overall management and coordination of all guest-facing services and operations at the base area of Mount Kato. This position ensures the delivery of exceptional guest experiences, maximizes operational efficiency, and maintains a welcoming and organized environment. The Base Operations Director oversees several departments, collaborates with other resort leaders, and contributes to the resort’s overall success.

Essential Duties and Responsibilities

  • Departmental Oversight:

  • Directly manage and supervise the following departments:

  • Ticketing

  • Rentals

  • Ski School

  • Food and Beverage (including restaurants and cafeterias)

  • Guest Services/Information

  • Parking and Transportation

  • Provide leadership, guidance, and support to department managers, ensuring they are meeting operational goals and providing excellent guest service.

  • Foster effective communication and collaboration between departments to ensure a seamless guest experience.

  • Guest Experience and Service Standards:

  • Establish and maintain high standards of guest service across all base area operations.

  • Monitor guest feedback and satisfaction levels, and implement strategies to continuously improve the guest experience.

  • Ensure that all staff are trained to provide courteous, efficient, and helpful service to guests.

  • Develop and implement strategies to address guest concerns and resolve complaints effectively.

  • Operational Efficiency and Optimization:

  • Oversee the efficient operation of all base area departments, optimizing staffing levels, workflows, and processes.

  • Analyze operational data and performance metrics to identify areas for improvement and implement solutions.

  • Manage guest flow and traffic patterns to minimize wait times and maximize guest satisfaction.

  • Ensure that all facilities and equipment are properly maintained and in good working order.

  • Revenue Generation and Cost Management:

  • Collaborate with the Sales and Marketing departments to develop and implement strategies to drive revenue in base area operations.

  • Manage budgets for all base area departments, ensuring cost-effectiveness and maximizing profitability.

  • Monitor expenses, track revenue, and provide regular reports on financial performance.

  • Identify and pursue opportunities to increase revenue, improve efficiency, and optimize pricing strategies.

  • Safety and Compliance:

  • Ensure that all base area operations comply with applicable safety regulations, health codes, and company policies.

  • Work with the Safety Officer to develop and implement safety training programs for staff.

  • Respond to and manage incidents or emergencies in the base area, coordinating with appropriate personnel.

  • Staff Management and Development:

  • Recruit, hire, train, and supervise department managers and other base area staff.

  • Provide ongoing coaching, feedback, and performance management to direct reports.

  • Foster a positive, collaborative, and results-oriented work environment.

  • Identify and support employee development opportunities.

Qualifications

  • Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

  • Minimum of 5-7 years of experience in a management role within a ski resort, hotel, or similar guest service-oriented environment.

  • Proven track record of success in managing multiple departments and large teams.

  • Strong understanding of guest service principles and best practices.

  • Excellent communication, interpersonal, and problem-solving skills.

  • Ability to work effectively under pressure and in a fast-paced environment.

  • Strong organizational skills and attention to detail.

  • Proficiency in relevant computer systems and software, including point-of-sale (POS) systems.

  • Ability to work a flexible schedule, including evenings, weekends, and holidays, as needed.