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Senior Manager: Resort Operations

Date: May 23, 2019

Location: Afton Alps, MN, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.




Reporting to the General Manager, this role will help manage all Resort Operation functions for Afton Alps, including Retail, Rental, Ski Technician, Product Sales, Scanning, Mountain Host, Group Sales, Golf Operations and Audit. This role will have a strong emphasis on execution, team leadership, and will partner with the sister Urban Resorts, Mount Brighton and Wilmot Mountain. This role is responsible for establishing and enforcing retail/rental expectations and guidelines. They will assist the retail/rental supervisor in evaluating sales trends and creating methods for sales growth and help manage the rental fleet to company expectations and standards.


Essential Job Responsibilities: 


  • Work as the expert within Afton Alps to ensure daily operations in Retail, Rental, Ski Tech, Product Sales, Group Sales, Golf and Audit are successful
  • Accountable for financial management of operating budget of departments and working with GM on capital planning and annual budgeting, forecasting of expenses, forecasting of revenue, settlement of all invoices, monthly reconciliation of P&L.
  • Accountable for ensuring department leaders are responsible for hiring, training, developing, scheduling, reviewing and disciplinary action/termination for employees
  • Accountable for overall vault and audit supervision
  • Responsible for showing year-over-year improvement in revenue and guest engagement
  • Participate in Vail Resorts Resort Operations Best Practice groups, Afton Alps Senior Leadership Team meetings, and resort/company special events
  • Ensure all resort operations locations are clean, have updated materials, and present a professional appearance to our guests, staff, and purveyors
  • Develop season strategy, with assistance from Resort General Manager, to maximize guest satisfaction and to achieve overall group sales revenue targets.
  • Effectively and proactively partner with key stakeholders including but not limited to revenue management, resort marketing, reservations, food and beverage, tickets, ski school, etc. to deliver group sales results.
  • Demonstrate the ability to communicate professionally to staff and guests. Respond and engage with guest suggestions, complaints and recognition.
  • Adhere to all policies, rules, and regulations of Vail Resorts and Afton Alps.
  • Create and maintain a productive and safe work environment, including implementing and retaining all company mandated safety-related training and assessments.
  • Deliver the “Experience of a Lifetime” to our guests and employees.
  • Hold yourself and our team accountable for living our company core values; Serve Others, Do Right, Drive Value, Do Good, Be safe, Have Fun.
  • Performance management of team members, including coaching, recognition, disciplinary action and performance evaluations.
  • Conduct regular meetings (individual and group) with team members to establish goals, review performance and provide organized communications.
  • Strong focus on leadership development of self and team


Job Qualifications:


  • Bachelor's degree in Business, Communications or a related degree
  • 7 years of guest service experience with at least 5 years in a management role
  • Demonstrated ability to develop and manage departmental budgets
  • Strong ability to train employees to set service standards
  • Passion for the snowsports industry – Required
  • Professionalism and strong guest service skills, attention to detail and timeliness
  • Flexible schedule required during peak times throughout the year.  Must be willing to work evenings, holidays and weekends – Required
  • MS office proficiency – Required
  • RPOS proficiency – Preferred
  • Strong communication and teamwork skills, demonstrates the ability to communicate effectively in oral and written form including communicating on the mountain radio
  • High level of interpersonal skills to ensure: teamwork, high level guest contact, fact finding for appropriate decision making, commitment to guest service and employee relations
  • Must demonstrate ability to receive and give direction and act upon it
  • Experience managing direct reports with a focus on leadership and career development
  • Experience managing and fostering cross-functional relationships
  • Experience managing external vendor


  • Weight Lifted – At least 25lbs
  • Lifting Frequency – Some of the time
  • Standing Frequency – Frequent
  • Walking Frequency – Frequent
  • Reaching – Some of the time
  • Stoop, Kneel, Crouch, Crawl – Some of the time

Create incredible experiences for guests at the Midwest’s premier winter destination. In the scenic St. Croix River Valley, this big-time resort with a small town feel has converted thousands of first-timers into lifelong skiers and riders. This truly is where Epic begins for skiers of all levels and can be where your epic career begins, too. Become part of the Afton Alps family.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 167705

Nearest Major Market: Minneapolis