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Guest Services Lead

Date:  Dec 30, 2021

Kirkwood, CA, US

Company:  Kirkwood Mountain Resort
Shift Type:  Winter Seasonal 2021/2022

Kirkwood is for those that embrace the big mountain lifestyle and are as passionate about skiing and riding as they are about creating amazing experiences for our guests. Magical, raw, expansive and remote…Kirkwood is the stuff of legend. We’re famous for legendary snowfall, challenging inbounds terrain, backcountry guided tours and premier avalanche education programs. Those that come here come for an adventure unique to Kirkwood! Join our close-knit team working at one of the most stunning alpine resorts in the country. www.vailresortscareers.com

No transportation? Don't want to make the drive? No problem! We have an employee shuttle that runs EVERYDAY from South Lake Tahoe to Kirkwood, free of cost! We encourage all employees who don't want to make the commute themselves to jump on the shuttle, sit back and relax, on their way to work!  


As of Nov. 15, 2021, Vail Resorts will be requiring all employees across North America to be vaccinated for COVID-19


Join us now and receive an end-of-season bonus of $2/hour for every hour worked!


Job Summary: This is a supervisory position with direct reports, responsible for ensuring exceptional guest service as well as for hiring/staffing, scheduling and performance management/evaluations. This position also fulfills day-to-day work responsibilities as needed, which includes handling/resolving the most challenging guest issues/requests and works collaboratively with other departments to ensure an exceptional guest experience and address guest issues as needed. On some mountains, it may oversee a group of volunteers, who provide exceptional service by meeting and greeting guests, hosting mountain welcome tours, offering on-mountain information and services, and providing guests with daily "treats." 


Additional responsibilities include (but are not limited to):

  • Daily Snow Report Distribution/ Weekly Marketing Reports
  • Correct information dissemination (road conditions, mountain updates, lift closures, ticket/season pass deals and various resort wide operations.)
  • Collecting, categorizing, and distributing Lost and Found items
  • Staff Guest Service desk.  Respond to guest concerns, while ensuring complete Guest satisfaction
  • Responsible for checking and responding to messages, both email and telephone
  • Record keeping, data entry, and some basic computer activities
  • Validate tickets and season passes using a handheld device
  • Lead and motivate team members



  • Able to stand for long periods of time;
  • Able to work in all weather conditions including snow and sunshine;
  • Ability to read, write, speak, and comprehend English language proficiently;
  • Able to work a flexible schedule including weekends and holidays.
  • Previous experience in Guest Services at Kirkwood


Preferred skills:

  • An outstanding personality that is approachable, friendly, and out going
  • Ability to multitask, stay calm in stressful situations, and work independently with minimal supervision.
  • Ability to communicate professionally with coworkers, customers and vendors.
  • Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.


Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 

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 355987

Nearest Major Market: California