Guest Services Manager

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

Create Your Experience of a Lifetime!

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. From day one, you’ll receive some of the highest compensation rates in the industry, free pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service – our leading training and development experience, and wellness benefits to fuel your success.

Hiring for our seasonal positions occurs on a rolling basis. Applications will be accepted until December 15th or until the positions are filled (whichever is first).

Employee Benefits

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

Benefits Eligibility Summary (https://jobs.vailresortscareers.com/content/Perks-and-Benefits/?locale=en_US)

Job Summary:

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.

Job Specifications:

• Starting Wage: $58,298.00 – $83,283.00
• Employment Type: Winter Seasonal 2026/2027
• Shift Type: Full Time hours available
• Minimum Age: At least 18 years of age
• Housing Availability: No

Job 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.
• Mange 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 removals, 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
• Resolving guest issues verbally in a sincere and timely manner following the company’s policies
• Meeting 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.
• Enforcement of uniform and grooming standards
• Adjusting 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.

Job 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.

The expected pay range is $58,298.00 – $83,283.00. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.

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.