Guest Services Lead

Date:  May 18, 2023

Keystone, CO, US

Company:  Keystone Resort
Shift Type:  Year Round


Create Your Experience of a Lifetime!

Come work and play in the mountains!  Whether it’s your first time seeing the mountains, or you already call them home, 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 and our remote Corporate team, you can join 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 Epic pass(es), 40% retail discounts, summer activities discounts, wellness benefits, and the chance to grow through Epic Service - our leading training and development experience.


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, mountain shuttles AND during the summer on bike haul, golf and other activities 
  • 401(k) Retirement Plan  
  • Employee Assistance Program 
  • Excellent training and professional development 
  • Referral Program 


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 



Job Summary:

The Team Lead position of Guest Services will support the call center agents in delivering the highest level of guest service to the resort guests. This position will also answer guest questions about resort activities, transfer calls, take guest messages. When necessary the Team Lead of Guest Services will handle escalated calls and guest issues, promptly with the utmost professionalism.


Job Specifications:

  • Housing: Currently Available
  • Expected Pay Range $20.00-$23.00 / hour
  • Shift & Schedule Availability:  Full Time
  • Skill Level: Advanced 


  • Responsible for ongoing training and development of new and existing staff
  • Supervise shifts- handling escalations, room-moves, team needs, and tasks assigned by manager
  • Receive housekeeping requests from guests, owners, employees and dispatch to appropriate housekeeping department.
  • Receive maintenance requests from guests, owners and employees and dispatch out to appropriate Property Management office and log all calls.
  • Dispatch Keystone Emergency Services per established procedures, log all dispatches, contact additional agencies/resources as needed.
  • Explain guest pay folios over the telephone and e-mail receipts.
  • Complete shift duties, follow procedures to ensure completion, pass to next shift as necessary.
  • Assist Owners and Guests with luggage, room-moves, wheelchairs, cribs and rollaway beds. 
  • Other duties as assigned


Job Qualifications: 

  • High school diploma or equivalent - required
  • Previous experience in guest service - required
  • Microsoft office proficiency - required
  • Flexible schedule including weekends and holidays- required
  • Read, write, speak, and comprehend English - required
  • College degree - preferred
  • Previous experience in Lodging/Hospitality/Call Center - preferred
  • Previous supervisory experience - preferred

The expected pay range is $20.00 - $23.00. 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 494350

Nearest Major Market: Denver