Chief Guest Experience Officer

Smugglers; Jeffersonville (VT); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Resort Privileges

Job summary

Smugglers' Notch Resort in Jeffersonville, Vermont, seeks a Vice President of Guest Experience to lead guest-facing departments, preserve the family-friendly character, and drive service, programming, and facilities improvements.

This on-site, year-round role combines strategic leadership with hands-on operations, building trust with experienced teams and guiding changes with clear priorities and accountability.

Qualifications

• 8-10 years of senior leadership experience in a complex hospitality, resort, recreation, attractions, or related guest-facing service environment.
• Demonstrated success leading multiple operating functions, developing experienced leaders, and guiding operational or organizational change while sustaining employee trust and engagement.
• Strong execution and project leadership skills, with the ability to translate strategy into clear priorities, accountable ownership, and completed work.
• Strong business and financial acumen, including budget management, labor productivity, and the ability to connect guest experience decisions to revenue, cost, and profitability.
• Experience partnering with Sales and Marketing on demand generation, product positioning, or guest growth strategies.
• Ability to move between strategic planning and hands-on operational leadership and use guest feedback, operating data, and financial results to guide decisions.

Responsibilities

• Lead a consistent, connected guest experience across departments, improving service, programming, physical presentation, and operating processes while preserving the resort’s family-centered character.
• Build and develop a strong leadership team. Assess organizational structure and capabilities, clarify ownership and decision-making, and empower department leaders to deliver results.
• Set priorities, timelines, and performance expectations; guide operational change with respect for institutional knowledge and clear follow-through on commitments.
• Lead departmental budgets, labor planning, revenue performance, and operating contribution in partnership with Finance and the General Manager. Identify and prioritize capital needs for guest-facing departments through the resort’s capital planning process.
• Use guest feedback and operating and financial metrics to identify service gaps, measure progress, and prioritize improvements and investment.
• Partner with Sales and Marketing leadership on product offerings, pricing, promotions, and sales channels. Lead on-resort sales and service execution, staffing, transactions, and guest problem resolution.
• Adapt staffing, service levels, and programming to winter, summer, and shoulder-season demand. Work across departments to connect the on-mountain experience with village services and activities so guests experience Smuggs as one resort.

Job description

Smugglers' Notch Resort in Jeffersonville, Vermont, seeks a Vice President of Guest Experience to lead guest-facing departments, preserve the family-friendly character, and drive service, programming, and facilities improvements.

This on-site, year-round role combines strategic leadership with hands-on operations, building trust with experienced teams and guiding changes with clear priorities and accountability.