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Guest Services Team Lead - Summer Seasonal

Date: May 8, 2019

Location: Breckenridge, CO, 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.




The Team Lead possesses exemplary product knowledge and is able to communicate effectively with our guests in person and over the phone while helping to share their expertise with colleagues. They work with the product sales and services team and guests to ensure that all expectations are exceeded at every level of their experience. The Team Lead is responsible for their office operations and maintaining a strong cohesive team. This includes opening and closing offices, planning station assignments, scheduling, and monitoring labor budget. The Team Lead has direct reports and is fully involved in the performance management process, including hiring, training, coaching, discipline and evaluations. 


Additional Job Responsibilities include but are not limited to: 

  • Be able to provide detailed explanation with 100% accuracy of our products including Ski & Snowboard School, lift access and activities to guests and team.
  • Resolve all customer issues that may arise and complete the service recovery process. Contribute feedback to team and implement changes for improvement.
  • Supervise sale and return of all Breckenridge Resort products and services.
  • Oversee and own your operation of the office including audit requirements, training, performance management, scheduling, safety and troubleshooting sales station equipment.
  • Control costs within established budget and cost reduction directives for specific offices. Perform time and labor entries and approvals accurately.
  • Know and connect with your staff and deliver the support needed to be successful at work and in Breckenridge.
  • Own the office process, successes and opportunities while ensuring your staff has the tools to do their job to completion and our guest service standards.
  • Promote and support department operations and uphold company policies and procedures.
  • Maintain a fluid and enjoyable call center experience for our guests.  Deliver accurate and regular communication to guests and staff through traditional, electronic, digital, and social media platforms.
  • Office assignments may include supervising call center operations and all PSS locations. These locations include communication in person and over the phone.
  • Communicate consistently with Manager and Assistant Manager regarding operation execution and employee performance.


Job Requirements:

  • High school diploma or equivalent
  • 4 Years Guest Service and cash handling experience
  • One year of leadership experience in a Guest Service related field
  • Microsoft office and Web Brower proficiency
  • Proficiency RPOS


Preferred Qualifications:

  • 4-year college degree preferred.
  • Spanish skills

If you’re hard working and feel exhilarated serving others, you’ll feel right at home in our authentic ski town and world-class mountain resort. As a community of adventurers and discoverers, we deliver an experience of a lifetime to every single guest that visits our mountain town. If you’re interested in moving mountains in your career, come work with us at Breckenridge where you’ll instantly feel at home.

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 168085

Nearest Major Market: Denver