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 Epic 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.

Job 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
• RSP Options (after 12 months or 2000 cumulative hours of service)
• Employee Assistance Program
• Excellent training and professional development
• Referral Program

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Top five reasons to work in Guest Services:

1. Team Environment - A chance to meet and work with interesting people from around the world and build lifelong friendships.

2. Leadership - A dedicated support team that focuses on YOUR needs.

3. Growth - Utilize your skills while building new ones. Gain confidence and valuable experience.

4. Variety – Every day offers new experiences.

5. Social - The most fun you will ever have at work and after work.

Job Summary:

To assist the PSS Managers and work with the PSS supervisors to oversee the daily operations of Guest Service's (to include Guest Services, Snow School Sales and Reservations). The Guest Service Departments generously assist all guests by providing information on the mountain/resort activities and amenities by promoting and selling mountain products, and by providing solutions to any challenges guests may face.

Job Responsibilities:

• To continually strive to exceed our Guests' expectations, and to help create the best possible mountain experience again and again for all our Guests and Staff
• To be an active member of the Guest Service supervisory team, supporting peers & continually working at building a cohesive team which works together effectively and efficiently; offering suggestions to continually improve overall operations and the work environment
• To treat Guests and Staff with the level of service and respect expected at a Number One Mountain Resort destination
• To be knowledgeable and up-to-date on all season's pass products, ticket products, Departmental and company policies and procedures, discount and promotional programs, as well as Ski School programs, Bike Park and summer programs, Race Department programs and special events.
• To actively participate in the ongoing development and implementation of a sales and service culture which continually strives to promote and sell mountain products
• To supervise the offices and ensure that all responsibilities and procedures are adhered to and performed accurately
• To provide leadership, direction, coaching & performance feedback to Guest Services, Snow School Sales and Reservations
• To coordinate the hiring, training and professional development of Guest Services, Snow School Sales and Reservations Hosts and Lead Hands; to provide support for, and focus on, succession development of Lead Hands and staff
• To ensure that all service expectations, standards, and qualities are being maintained throughout the Guest Relations, Ticket Sales and Validation areas; to ensure that all information and procedural changes are communicated in a timely manner
• To follow-up with Guest service issues and service power solutions in a timely manner, providing service coaching as needed
• To identify and assist in the development and implementation of procedures and systems which will maximize productivity in Guest Relations, Tickets and Validation areas
• To provide direct frontline support, ensuring that front-line procedures are consistent across all Guest Relations and Tickets and Validation areas
• To actively seek opportunities to recognize Supervisors, Lead Hands, Hosts and other Employees
• To ensure that scheduling, payroll, cash outs, Employee reviews and progressive discipline are managed appropriately
• To monitor and be accountable for your assigned business units' budget by properly tracking all labour and expenses, recording and explaining all issues of overtime or extra labour incurred above budget; keeping copies of all expense invoices and submitting expenses on time

• To assist with over/short follow-up and monthly/weekly financial general ledger reconciliation

• To assist in developing and meeting the departmental objectives
• To assist in developing annual and long-term strategic plans in each area

• To organize regular departmental meetings
• To meet regularly with the supervisors who report directly to you.
• To meet monthly with Sr. Hosts in your areas to ensure support and opportunity for their growth and development.
• To provide a focal point for scheduling liaison to maximize usage of Staff across the Guest Service Division; ensuring that schedules are organized to maximize service for our Guests

• To perform other duties as required
• Always show up on time, with a professional, neat, clean and tidy appearance and adhere to the grooming policy!

Job Qualifications:

• Demonstrate our core values: Be Inclusive, Be Safe, Do Good, Do Right, Service Others, Drive Value and Have FUN!
• Team-player, calm, organized, attention to detail, and strong time management skills
• Ability to effectively manage a large team of approximately 54 Hosts plus 12 Lead Hands (Summer = 30 Hosts and 5 Lead Hands)
• Concise, open and honest communications skills
• Flexible (ability to work varying hours/days as business needs dictate)
• Proven strength in problem solving and an ability to make decisions
• Previous experience with computerized sales/reservations (Guest Connect) systems an asset
• Previous supervisory/managerial experience an asset
• Previous leadership experience in Guest Services (particularly PSS)
• BC Drivers License and Drivers Abstract is an asset
• Knowledge of mountain operations and the Municipality of Whistler an asset
• Microsoft Word and Excel knowledge
• Proof of clear criminal record check.

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.

Requisition ID 501446
Reference Date: 05/06/2024
Job Code Function: Product Sales/Scanning