Guest Experience Manager - Mountain Resort

Vail Resorts; Vail (CO); On-site; USD 58,000 - 83,000; Full time

Benefits offered by this job

Ski passes for employees

Friend/family lift tickets discount

Free ski lessons

40% retail discounts

401(k) Retirement Plan

Employee Assistance Program

Training and professional development

Referral Program

Job summary

Vail Resorts is seeking a Guest Services Manager to oversee the Guest Services Team and coordinate with Mountain Hosts to deliver an Experience of a Lifetime for guests throughout the resort journey.

In base areas, the team engages with guests, guides inquiries, optimizes lift-line flow and assists with ticket and pass fulfillment in the My Epic App. On the mountain, leadership ensures exceptional guest interactions and a culture of service across all resort areas.

Qualifications

• 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 stand and perform physical work for long periods.
• Must be able to ski or snowboard at an intermediate level or higher.
• Fluent English, professional written and verbal communication.

Responsibilities

• Oversee a cross-functional team to own the guest and village experience.
• Manage departmental budgets, forecasts and inventory to maximize revenue.
• Provide personalized assistance to guests and ensure high overall satisfaction.
• Greet guests, provide information, manage lines and guide direction during events.
• Schedule staff to cover shifts and monitor attendance and time & labor.
• Develop and implement staff training for high‑quality service.
• Build strong relationships with other department leaders to foster cooperation.
• Direct guests to appropriate areas including ticket offices, dining, and retail.

Skills

Guest services

Leadership

Staff scheduling

Communication

Problem solving

Tools

Microsoft Office Suite

Workday

Epic Employee App

Smartsheets

Job description

Vail Resorts is seeking a Guest Services Manager to oversee the Guest Services Team and coordinate with Mountain Hosts to deliver an Experience of a Lifetime for guests throughout the resort journey.

In base areas, the team engages with guests, guides inquiries, optimizes lift-line flow and assists with ticket and pass fulfillment in the My Epic App. On the mountain, leadership ensures exceptional guest interactions and a culture of service across all resort areas.