As the Mountain Access Manager at Powder Mountain, you are the operational leader responsible for keeping every point of mountain entry safe, secure, and welcoming. You will lead the Mountain Access team with a safety-first mindset, set the standard for calm and respectful guest de-escalation, and own the resort's daily fraud prevention strategy to protect both revenue and the integrity of our ticketing program. Alongside these priorities, you will drive efficient crowd and line control, ensure seamless guest flow, and build a positive, high-performing, outdoor-centric team culture.

Job Title:

Mountain Access Manager Department:

Guest Services Status:

Seasonal FT Reporting To:

Guest Services Director Key Responsibilities:

Champion a

Safety-First Operation:

Set and enforce safety standards across all mountain access points, lift lines, and mazes. Partner with Lift Operations, Ski Patrol, and Public Safety to identify hazards, maintain safe snow levels and maze layouts, and manage crowd density during peak periods. Respond promptly to emergencies and accidents, complete incident reports, and make sure every team member knows and follows safety and emergency procedures.

Lead De-escalation Conflict Resolution:

Serve as the primary point of contact for escalated guest situations, including access denials, pass confiscations, and disputes in the lift line. Use calm, respectful, and professional de-escalation techniques to resolve conflict while protecting the safety of guests and staff. Know when to involve Public Safety or Ski Patrol, train the team in de-escalation best practices, and debrief with staff after difficult interactions.

Prevent Fraud & Protect Revenue:

Own the daily fraud prevention program for mountain access. Use Smart Guard software to identify suspicious activity such as pass sharing, reselling, and misuse of photo-matched products. Create, maintain, and train the team on fraud SOPs; document and follow up on violations consistently and fairly; reconcile lost revenue; and report trends and recommendations to leadership. Lead and Coach the

Team:

Hire, train, schedule, and mentor Guest Services Ticket Checkers, providing ongoing feedback and support to ensure high performance and adherence to company standards. Ensure all posts are covered throughout the day and that every team member is prepared to handle safety concerns, guest conflict, and suspected fraud with confidence.

Manage Mountain Access & Guest Flow:

Monitor guest tickets and passes to ensu re proper mountain access while keeping lift lines smooth, orderly, andsafe. Adjust staffing and maze configurations in real time to manage crowds and reduce wait times. Deliver a

Welcoming Guest Experience:

Greet every guest with a friendly, positive demeanor and serve as a go-to resource for accurate information about resort services, products, sales locations, and mountain wayfinding. Troubleshoot RFID card and Bluetooth ticket issues and empower your team to resolve common problems on the spot.

Operate & Maintain Equipment:

Use and troubleshoot Line Control Modules (LCM), hand scanners, Axess gates, and the online sales portal. Train team members on proper equipment use, ensure all equipment is returned and cared for, and alert Lift Maintenance and the Lift Operations Manager when equipment fails.

Uphold Our Values:

Embrace and promote Powder Mountain's Purpose, Values, Priorities, and all company policies and procedures, and ensure your team consistently upholds them. Navigate the

Mountain:

Safely ski or snowboard designated routes to and from assigned chairlifts or mountain locations.

Additional responsibilities as needed:

Work directly with Public Safety and Ski Patrol to create a safe environment for guests and employees. Follow all lift training and procedures. Maintain the ramp, maze, loading, and unloading areas, including shoveling snow when needed. Maintain all lift signs (ANSI and informational). Assist with investigations of fraud and guest incidents, including gathering documentation and statements. Requirements and/or

Qualifications:

Safety Mindset:

A strong commitment to guest and employee safety, with the ability to spot hazards, act quickly in emergencies, and follow safety protocols without exception. First Aid/CPR certification preferred or willingness to obtain.

De-escalation Skills:

Ability to stay calm under pressure and resolve tense situations with empathy, assertiveness, and professionalism. De-escalation or conflict resolution training preferred or willingness to complete it.

Fraud Prevention Aptitude:

Strong attention to detail, sound judgment, and the confidence to enforce access policies consistently and fairly.

Leadership Experience:

Previous experience as a team lead, trainer, or senior team member preferred, ideally in guest service, security, or outdoor recreation. Prior ticket checking or lift operations experience is a plus.

Ski/Snowboard Proficiency:

Intermediate or above skiing or snowboarding ability, with the capability to pass an assessment and ensure your personal equipment meets safety standards.

Communication Skills:

Clear verbal communication with guests, teammates, and leadership. Able to control the lift line with an assertive, friendly, and respectful tone and follow proper radio protocol.

Problem-Solving Skills:

Ability to troubleshoot RFID cards, Bluetooth tickets, Axess gates, LCMs, and hand scanners, and to help teammates solve problems.

Guest-Focused Mindset:

A positive attitude, adaptable approach, and a genuine desire to provide excellent service to both guests and team members.

Availability:

Ability to work weekends, nights, holidays, and varying shifts (early mornings/late departures) with consistent reliability and punctuality.

Reliable Transportation:

A dependable way to get to and from work (personal vehicle or public transportation).

Age Requirement:

Must be 21 years or older.

Physical Requirements:

Perform a full range of body movements including reaching, pushing, pulling, lifting, and carrying objects up to 50+ lbs. Stand, walk, bend, and twist for prolonged periods in extreme and inclement weather conditions (rain, snow, ice). Possess strong sensory abilities (sight, hearing, touch, and smell) with good vision for close, distance, peripheral, and depth perception. Navigate challenging terrain, including even/uneven/slippery surfaces and stairs/ladders. Have manual dexterity to operate tools and equipment.

Working Environment:

Expect to work primarily outdoors at high altitudes (up to 9,000 ft) in varying conditions including extreme temperatures, sun, wind, snow, rain, and noise from moving equipment. Appropriate layering is essential. Company Background Powder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty. Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams.