Create Your Experience of a Lifetime!
Come work and play in the mountains! Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.
With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.
Hiring for our seasonal positions occurs on a rolling basis. Applications will be accepted until December 15th or until the positions are filled (whichever is first).
Employee 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
• Referral Program
To Learn More, please review the Benefits Eligibility Summary
Job Summary
The In Resort PSS Leader will lead a resort based PSS team and be responsible to execute the PSS strategy through strong operational excellence, workforce management and standardized service delivery. The role will report directly to the Regional Director and will be part of the in-resort leadership team supporting the GM/COO and/or Skier Services leader. The In Resort PSS leader will be held accountable to delivering an Experience of a Lifetime for our Employees and Guests, which, in turn, will drive Vail Resorts growth and profitability around the world.
In this capacity, the In Resort PSS Leader will be focused on scheduling, hiring, onboarding, training, performance management, development, labor optimization, day to day operations, and guest service de-escalation. In resort leaders will have regular communication and partnership with the Regional Director to provide continuous feedback and improvement for the execution of the strategy in resort.
Job Responsibilities
- Understand and execute on the vision, strategy and roadmap for the evolution of in-resort Guest Service Delivery including people, processes and technology
- Foster a customer-focused environment and mindset to ensure delivery of an exceptional guest experience through all stages of the guest journey
- 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
- Through strong communication and listening, serve as a consultative partner to resort leaders, line of business partners (Ski School, Scanning, etc) and external stakeholders to continuously improve and scale service delivery
- Monitor labor and service trends and identify opportunities for continuous improvement to enhance processes, increase quality and reduce operating expenses
- Manage local budget and expenses
- Create a high performing team and culture focused on value creation, delivering results, guest service and leadership development for career progression.
- Support the creation of an effective Guest Services organizational culture including partnership with peers.
- Develop a high performing team by increasing the high-potential employee mix and ensuring solid succession planning.
- Leadership qualities
- Trusted partner: possesses the technical expertise, business acumen, communication skills and good judgement to provide resort leaders with an objective and independent point of view on broader guest service issues. Has a proven track record of working well as a member of a team of leaders, an ability to influence major decisions through reasoned analysis, and good judgment about people and business issues. Able to constructively challenge and hold others accountable
- Leadership and management: demonstrated track record of leading, motivating, and developing a team of high performing professionals. Leads by example, possesses a strong work ethic, is collaborative and embraces a passion and results driven leadership model. Has high self-awareness, is decisive and maintains authentic humility. Possesses energy, drive and an ability to execute. Is flexible, agile and resilient, and has the ability to adapt quickly in a rapid-paced executive level environment. Embraces personal leadership development, with an openness to stretch and pursue leadership range and flexibility.
- Passion for Vail Resorts’ business strategy and product.
- Approach & Behavior—cultural characteristics:
- Strong learning agility. Enjoys and excels 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 is able to connect with all levels and areas of the organization around the world.
- Able to engender trust and respect quickly as an organizational leader who encourages autonomous leadership in her/his team and direct reports. A strong capability builder at both the organizational level as well as the individual level.
The expected pay range is $52,000 - $60,905. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.
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 505838
Reference Date: 10/29/2024
Job Code Function: Product Sales/Scanning
