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Assistant Manager of Guest Services

3 months ago

Canada Vail Resorts Full time

Vail Resorts is recognized as one of the World's Most Innovative Companies of 2024.

Experience the thrill of working in the mountains Whether you are new to winter sports or have been enjoying them your whole life, being part of our organization allows you to explore your love for the outdoors while forming lasting relationships with colleagues and guests from all over the globe.

With over 40 resorts spanning three continents, you have the opportunity to work for a season or embark on a long-term career. From your first day, you will benefit from competitive compensation, complimentary Epic pass(es), free ski and snowboard lessons, a 40% discount on retail items, and the chance to grow through Epic Service, our premier training and development program, along with wellness benefits designed to support your success.

Employee Benefits:

  • Mountain Perks: Free passes for employees, discounted lift tickets for friends and family, and complimentary ski lessons.
  • Additional employee discounts on lodging, dining, equipment, and transportation services.
  • Retirement Savings Plan options after a year of service.
  • Employee Assistance Program.
  • Comprehensive training and professional development opportunities.
  • Referral Program.

Full-Time Roles Include:

  • Health Insurance options including Medical, Dental, and Vision plans for eligible seasonal employees after reaching 500 hours of work.
  • Critical Illness and Accident insurance plans.

Position Overview:

The Assistant Manager will support the Product Sales and Services (PSS) Managers and collaborate with PSS supervisors to oversee daily operations, which encompass Guest Services, Snow School Sales, and Reservations. The PSS departments play a vital role in assisting guests by providing essential information about resort activities and amenities, promoting and selling mountain products, and addressing any challenges that guests may encounter.

Key Responsibilities:

  • Consistently aim to surpass guest expectations and create exceptional mountain experiences.
  • Foster a culture of inclusivity and collaboration among employees, emphasizing the Employee Experience of a Lifetime.
  • Maintain a safety-first approach to ensure the well-being of all staff and guests.
  • Actively participate in the PSS Leadership team, supporting colleagues and striving for operational excellence.
  • Deliver outstanding service and respect to both guests and staff, reflecting the high standards of a premier mountain resort.
  • Stay informed about all seasonal pass products and programs, including Ski School and promotional offerings, while promoting a sales-oriented culture.
  • Supervise office operations, ensuring adherence to responsibilities and procedures.
  • Provide leadership, guidance, and performance feedback to Guest Services, Snow School Sales, and Reservations teams.
  • Coordinate the recruitment, training, and professional development of Guest Services and Sales Agents and Supervisors.
  • Ensure service standards and expectations are consistently met across all PSS areas.
  • Address guest concerns promptly and provide coaching as necessary.
  • Identify and implement procedures to enhance productivity across all PSS locations.
  • Recognize and celebrate the achievements of Supervisors, Agents, and other employees.
  • Manage scheduling, payroll, and employee development documentation with confidentiality.
  • Monitor budget adherence for assigned business units, tracking labor and expenses accurately.
  • Assist with financial reconciliations and departmental objectives.
  • Engage in strategic planning for long-term success in each area.
  • Conduct regular team meetings to support employee growth and development.
  • Facilitate scheduling to optimize staff utilization across PSS.
  • Perform additional duties as required, maintaining a professional appearance and adhering to grooming standards.

Qualifications:

  • Embody core values: Inclusivity, Safety, Integrity, Service, Value, and Fun.
  • Strong team player with excellent organizational and time management skills.
  • Ability to effectively lead a diverse team.
  • Clear and honest communication skills.
  • Flexibility to work varying hours as needed.
  • Proven problem-solving abilities and decision-making skills.
  • Experience with computerized sales/reservations systems is advantageous.
  • Previous supervisory or managerial experience is preferred.
  • Familiarity with mountain operations is a plus.
  • Proficient in Microsoft Word and Excel.
  • Clear criminal record check required.

Vail Resorts is an equal opportunity employer. All qualified applicants will be considered 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.