Taylor Jacobson works at Clotz' Cookies, but gets fired just before Christmas. Overdue on rent, she hopes Zoey Jacobsen can join a local snowboarding class. Her brother Eric and his partner Kenny discover Sun Peak ski resort employees get a discount.
A desperate single mother, Taylor searches for work at the resort. Although the resort isn’t hiring, Natasha, the marketing VP, mentions a dire need for a Santa since their current one retired. Taylor hatches a bold plan and convinces Eric and Kenny to disguise her as an elderly man so she can apply, hoping this temporary ruse will lead to something steadier for her and Zoey.
Matthew Layne is the resort owner Robert's son, and he serves as acting general manager to compensate for recklessness in Italy, where the previous manager left abruptly. Both Matthew and Taylor arrive late to the interview. With no one else convincing, Natasha pushes Matthew to approve 'Hugh'—the disguise that fools the hiring team.
After the interview, speaking privately with 'Hugh', Matthew senses they may have crossed paths before. Taylor reveals she had encountered him earlier in a used record shop. Matthew had tried to ask her out after recognizing her from her teen rock band, The Screaming Kittens.
Taylor's building superintendent and neighbor, Doralee, shows surprising friendliness and forgiveness for the late rent. Hoping to win her favor and keep a roof over Zoey’s head, Doralee is drawn to the “visiting father” figure she believes 'Hugh' represents.
At the resort, Matthew admonishes 'Hugh' for his interactions with the kids. He’s getting negative buzz for discouraging children from requesting expensive gifts, while 'Hugh' explains that he is trying to help the parents. Matthew, meanwhile, asks him for advice about Taylor, whom he cannot stop thinking about.
'Hugh' asks the 15-year-old Zoey for her Christmas wish. Though she’s grown skeptical about Santa, she reveals that what she wants most is for her mother to start dating again, since her focus on music and her life has taken Taylor away from fun memories. After a quick online search for The Screaming Kittens, Zoey suspects the man she’s met before might actually be the once-fun version of her mom.
As 'Hugh' continues to interact with the kids, he works to connect with them, and word soon spreads that this gentler Santa figure is a hit. A viral video of him helping a girl with a stutter boosts his popularity and earns him an invitation to the resort’s annual Christmas party.
Before the invite arrives, Zoey nudges Taylor to meet Matthew for hot chocolate. As they talk, Taylor opens up about her pregnancy—the result of a rocker boyfriend who forced her to quit college, even as he kept pursuing music. Matthew reveals his own history of unruliness since his mom died when he was 15.
During the day, Matthew re-teaches Taylor to ski. They grow closer as she tumbles and he helps her back up, reinforcing their bond. Matthew eventually invites Taylor to the resort’s Christmas party, where the real stakes of the ruse come into focus.
Unable to find 'Hugh' on Google by name or image, Natasha discovers that his social security number matches Taylor’s. At the party, with Eric and Kenny’s help, Taylor continually shifts between the disguise and her red dress until Natasha declares 'Hugh' a fake. Before she can respond, Zoey is injured on the slopes, and she speaks in her natural voice, rushing to the ambulance with the help of the crowd.
Ava, a snobby girl from Zoey’s snowboarding course and Natasha's daughter, explains what happened. In front of everyone, Taylor unmasks herself and comes clean. Robert refuses to retaliate, but wants to blame someone, so Matthew steps forward and Robert fires him.
Ava checks in with Natalie about Zoey’s condition. When Ava praises Taylor, her mother calls her a fraud, but Ava defends her for listening and understanding more than most. The two women have a heartfelt talk, as Zoey and Taylor process the incident.
Back at home, Taylor and Zoey discuss the fallout. Zoey mentions the unmasking video has gone viral. Taylor apologizes for the embarrassment, but Zoey is proud of her mother’s courage. Taylor reflects on Matthew, noting he hasn’t called since the party.
Later, Natasha suggests Matthew deliver the official remarks at the resort’s closing Christmas concert. Matthew delivers a graceful apology for the confusion surrounding Santa and the resort’s missing gift, reminding everyone that the spirit of Santa lives in kindness, generosity, and love. With Doralee’s encouragement, Taylor joins Matthew on the stage. She explains that she needed a job and wanted to help Zoey, so she decided to embody Santa when the moment arose. The two admit their growing feelings for each other and share a kiss.
On Christmas Day, both families—and an invited Doralee—celebrate together, and Doralee catches Robert under the mistletoe, closing the holiday with a warm moment of reconciliation.
