Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!
Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).
Job Summary:
The Manager will lead a Concierge team and be responsible for executing the Epic Ascent strategy for ski and snowboard guests through strong operational excellence, workforce management and standardized service delivery. The role will report directly to the Senior Manager, Colorado Reservations, and will be part of the Reservations leadership team with cross-functional support for the in-resort PSS and Skier Services teams. This leader will be held accountable for scheduling, hiring, onboarding, training, performance management, development, labor optimization, day-to-day operations, and guest service execution.
This role provides leadership and oversight for Epic Ascent Concierge operations and other premium guest experience functions supporting Ski & Snowboard School private lessons, specialty products, and elevated guest experiences. The leader is accountable for ensuring seamless operational execution, high-touch service delivery, and cross-functional coordination.
- Starting Wage: $70,000.00 - $85,000.00
- Employment Type: Year Round
- Shift Type: Full Time
- Minimum Age: At least 18 years of age
- Housing Availability: No
- Lead Epic Ascent Concierge operations, ensuring personalized, high-touch service delivery for Ski & Snowboard School guests through effective staffing, operational planning, training, and service standards.
- Partner closely with Ski & Snowboard School leadership, Resort Operations, Product Sales & Services teams, and other resort departments to ensure seamless execution of private lessons, specialty experiences, guest communications, and day-of logistical support.
- Establish service standards, operational processes, and performance expectations that support premium guest experiences while maintaining consistency, efficiency, and scalability.
- Provide leadership and support for the resolution of complex guest situations and escalated service concerns, utilizing sound judgment, empathy, and cross-functional collaboration to achieve positive outcomes.
- Monitor guest experience trends, concierge performance metrics, service recovery opportunities, and guest feedback to identify opportunities for continuous improvement and enhanced guest loyalty.
- Ensure concierge and guest experience teams maintain accurate operational workflows, guest records, and service tracking processes to support accountability and service continuity.
- Support the execution and growth of premium products, private lessons, specialty experiences, and other high-value guest offerings that enhance the overall resort experience and business performance.
- Develop and implement the processes and reporting necessary to manage a function, and appropriate standards are in place to evaluate and optimize service delivery and service quality.
- Create a high performing team and culture focused on value creation, delivering results, guest service and leadership development for career progression.
- Manage local budget and expenses
Leadership Qualities
Trusted Partner:
- Demonstrates the ability to build strong relationships with Ski & Snowboard School leadership, Resort Operations, and cross-functional partners to deliver exceptional guest experiences and resolve complex operational challenges.
Leadership and Management:
- Creates a culture of service excellence by empowering teams to anticipate guest needs, personalize interactions, and consistently deliver elevated experiences.
Approach & Behavior - Cultural Characteristics:
- Strong learning agility. Enjoy and excel in environments where they must tackle and solve new and increasingly complex strategic business challenges and issues, incorporating the newest ideas, technologies, and approaches to business.
- A brave, ambitious, and passionate leader who is comfortable in their own skin while also demonstrating a high level of emotional intelligence and self-awareness.
- A skilled communicator and relationship builder who takes a global perspective and can connect with all levels and areas of the organization around the world.
- A performance-driven and change-oriented leader who shows ingenuity and fortitude in overcoming obstacles to achieve a bigger impact in an increasingly complex business environment and competitive marketplace.
- Demonstrates a passion for delivering premium, personalized guest experiences through proactive service, attention to detail, and strong relationship management.
- Consistently balances guest experience, employee experience, operational efficiency, and business performance when making decisions.
Job Requirements:
- Bachelor's degree preferred or equivalent experience.
- 5 years of relevant experience.
- 3-5 years of leadership experience, managing teams.
- Proven ability to lead and inspire a team with a focus on team engagement and development.
- Strong operational management capabilities and experience managing large delivery-focused teams, both internal and external.
- Ability to set strategic vision and operationalize the vision into an execution plan/roadmap.
- Proven ability to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrity and professionalism.
- Strong attention to detail and high work standards in support of accurate, flawless delivery.
Preferred Qualifications:
- Experience managing guest-facing operations requiring high-touch service delivery, service recovery, concierge services, hospitality operations, or premium guest experiences.
- Demonstrated ability to lead teams responsible for premium guest experiences, VIP services, private experiences, hospitality operations, or customer service functions.
- Experience utilizing guest satisfaction data, service metrics, labor analytics, and operational reporting to drive continuous improvement and business results.
- Remote role, preferred location within a commutable distance to Vail and Beaver Creek
The expected Total Compensation for this role is $70,000.00 - $85,000.00. Individual compensation decisions are based on a variety of factors.
Job Benefits
- Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
- MORE employee discounts on lodging, food, gear, and mountain shuttles
- 401(k) Retirement Plan
- Employee Assistance Program
- Excellent training and professional development
Full Time roles are eligible for the above, plus:
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
- Free ski passes for dependents
- Critical Illness and Accident plans
Employees can work remotely from British Columbia, Washington D.C., and the 16 U.S. states* in which we currently operate. This includes: California, Colorado, Indiana, Michigan, Minnesota, Missouri, New Hampshire, New York, Nevada, Ohio, Pennsylvania, Utah, Vermont, Washington State, Wisconsin, and Wyoming.
Please note that the ability to work in person or off-site, and the particulars related to such work, are subject to change at any time; and, accordingly, the Company reserves the right to change its policies and/or require in-person/in-office work or off-site work at any time in its sole discretion.
In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.
We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.
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 518159
Reference Date: 10/08/2026
Job Code Function: Reservations
