VIP Guest Services Manager

As a leading mountain resort operator with over 40 resorts in sixteen states and four countries. We exist to create an Experience of a Lifetime for our employees, so they can, in turn, provide and Experience of a Lifetime for our guests. We are looking for leaders, innovators, creators, and ambitious professionals to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!

Many of our Corporate function teams can now live and work in any of the states in which Vail Resorts currently operates* – enabling flexible remote work alongside a commitment to building and maintaining strong culture both in person and virtually. If you’re ready to pursue your fullest potential, we want to get to know you. Find your purpose with us at www.vailresortscareers.com. 

Job Summary:

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Responsible for all Guest Experience and Guest services functions and employees. Areas of responsibility include overseeing and managing the Guest Experience and Guest services Department- inclusive of Concierge, Valet Parking, Bell Service, Shuttle Service, luggage storage and associate parking. Responsible for human resources functions to include interviewing/hiring, training, payroll, scheduling, performance management/evaluation, and other administrative duties.  Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Is the properties Guest Relations Manager and handles the tracking of service issues. Is responsible for proactively enhancing the whole guest experience from post arrival to departure and when required, will perform duty manager roles.

Job Specifications:

• Shift & Schedule Availability: Full Time / Year Round
• Outlet: The Hythe Vail
• Expected Pay Range: $60,000 - $68,000 + annual bonus

Job Responsibilities:

• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Assists the department in daily operations as needed with hands-on work including delivering luggage and retrieving vehicles and include checking guests in and out as needed.
• Completes and submits incident reports for Associate and Guest vehicle damage or loss to Loss Prevention.
• Responsible for fleet management of hotel Shuttles, as well as Partner vehicle programming.
• Oversees associate parking allocation and garage operating procedures
• Reviews Guest Voice reviews and guest satisfaction results with employees and assists with responding as required.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Empowers employees to provide excellent customer service.
• Supports regular inspection tours of the entire facility for appearance, safety, employees, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Verifies that company policies, standards and procedures are followed.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Any other items as deemed necessary by management.

Job Qualifications:

• College degree in hospitality or business related field- preferred
• Previous experience in Lodging/Hospitality - preferred
• Previous supervisory experience - preferred
• Valid driver's license- required
• Microsoft Office experience and skills – required.
• Ability to communicate fluently and effectively in English
• Strong customer service skills
• Flexible schedule - required

The expected pay range is $60,000 - $68,000 + 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.
 

The perks include a free ski pass, and a set of benefits including... 

• Medical, Dental, Vision insurance, and a 401(k) retirement plan  
• Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
• Paid Parental Leave for eligible mothers and fathers  
• Healthcare & Dependent Care Flexible Spending Accounts  
• Life, AD&D, and disability insurance 

Create Your Experience of a Lifetime!  At Vail Resorts, 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.

*Remote work is currently permitted from British Columbia 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 remotely, 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 at any time in its sole discretion.   

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.

VRMKT
Requisition ID 487907