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 Epic 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.
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 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
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 in-resort Guest Services Manager will lead a location specific team and be responsible to execute the guest services strategy through strong operational excellence, workforce management and standardized service delivery. The role will report directly to the In Resort Guest Services leader and will be part of the in-resort leadership team. The location 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 Guest Services Manager will be focused on scheduling, hiring, onboarding, training, performance management, development, labor optimization, day to day operations, and guest service de-escalation. Location leaders will have regular communication and partnership with the Resort Guest Services Leader to provide continuous feedback and improvement for the execution of the strategy in resort.
Job Specifications
- Outlet: Keystone
- Shift & Schedule Availability: Full Time, Year Round
- Skill Level: Advanced
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 and line of business partners (Ski School, Scanning, etc) 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
- 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.
- Leadership and management: Demonstrated track record of leading, motivating, developing and assessing a team of high performing professionals
- 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
- 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
- Experienced team leader who continuously aligns team priorities, holds team members accountable to achieve their best performance, and coaches team members to grow and develop
Job Requirements
- 3-5 years relevant experience
- 1-3 years 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
The expected pay range is $56,485 - $64,000 + annual bonus. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.
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.
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 506426
Reference Date: 12/18/2024
Job Code Function: Store Operations
