Guest Services Manager

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.

About the role

The Guest Services Manager is responsible for overseeing the operations of the Guest Services Team and coordinates with the National Ski Patrol Volunteer Mountain Hosts. This role plays a key part in delivering our mission to create an Experience of a Lifetime for every guest throughout their journey at the resort. In our base areas, the team proactively engages with guests, provides guidance and answers to guest inquiries, optimizes portal lift line flow, and assists with guest ticket and pass fulfillment in the My Epic App. On the mountain, they optimize lift line flow, greet guests at strategic map locations, assist with egress, and host Mountain Tours. As Manager, you will lead and support these teams, ensuring exceptional guest interactions at every touchpoint. Your leadership will foster a culture of service, teamwork, and excellence that enhances the guest experience across all areas of the resort.

Responsibilities

• Oversee a cross-functional team to own the guest and village experience.
• Monitor overall quality of village operations to ensure an experience of a lifetime for all guests and employees.
• Create a vibrant, warm and welcoming atmosphere in the villages and on the mountain.
• Manage departmental budgets, forecasts and inventory to maximize revenue and minimize expenses.
• Provide personalized assistance to guests, anticipating needs and expectations.
• Ensure high overall guest satisfaction.
• Assist in all base area operations which may include and is not limited to: greeting and interacting with guests, providing information, line management, restroom and village cleanliness, supporting events, snow removal, general upkeep and maintenance, on mountain guest guidance and guest directions during adverse weather events.
• Demonstrate exceptional attention to detail, ensuring all village areas are extremely well-maintained, including walkways, seating areas, signage, lighting, restrooms.
• Schedule staff to ensure all shifts are filled with strong, high performing individuals.
• Utilize Workforce Management to fill vacant shifts.
• Monitor all attendance and Time & Labor.
• Develop and implement staff training programs to ensure the highest quality service to guests and employees.
• Perform all aspects of employee management.
• Create strong working relationships with other department leaders, and foster communication and cooperation.
• Direct guests to the appropriate areas including ticket offices, ski and snowboard school, dining options, retail, rentals, restrooms, lockers.
• Provide awareness to guests about the Responsibility Code and mountain etiquette.
• Resolve guest issues verbally in a sincere and timely manner following the company’s policies.
• Meet guests, employees, safety and financial objectives and department goals.
• Assist with identifying and hiring Guest Services employees through collaboration with Talent Acquisition and resort leadership to create a strong and dedicated team.
• Enforce uniform and grooming standards.
• Adjust staffing needs based on current business levels and weather.
• Ability to work on several technology platforms including Microsoft Suite, Teams, Epic Employee App, Workday, Outlook, and Smartsheets.
• Ability and willingness to utilize your cell phone when necessary, on mountain and when away from a desktop computer.
• Ability to learn and use resort radios properly.
• Perform other duties as assigned.

Requirements

• Ability to maintain a professional, cooperative and friendly demeanor at all times.
• Comfortable working both inside and outside in all winter weather conditions.
• Ability to work standing on your feet and performing physical work consistently.
• Ability to lift 50 lbs. (22.6 kg).
• Must be able to ski or snowboard at an intermediate level at minimum.
• Must be able to speak, read and write English in a professional manner.
• Proficiency in Microsoft Office Suite required.
• Ability to manage labor and OPEX budgets in Planful and other Vail financial platforms.
• Valid state issued driver's license, compliant with VR Driving Policy.
• 2+ years supervisory experience.
• 2+ years of guest service experience.
• Flexible schedule – ability to work holidays and weekends through the entire winter season.
• Knowledge of Vail Mountain.

Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family, and free ski lessons.
• Employee discounts on lodging, food, gear, and mountain shuttles.
• 401(k) Retirement Plan.
• Employee Assistance Program.
• Excellent training and professional development.
• Referral Program.

Pay

The expected pay range is $58,298.00 - $83,283.00. Individual compensation decisions are based on a variety of factors.

Schedule

• Employment Type: Winter Seasonal 2026/2027.
• Shift Type: Full Time hours available.
• Minimum Age: At least 18 years of age.
• Housing Availability: No.