Assistant Manager: Guest Services - Hourly

Vail Resorts • Stowe, VT

6d • $25 - $29 • Onsite

About The Position

The Guest Services Assistant Manager is responsible for supporting exceptional guest service across base area operations while helping create a team that is focused, motivated, and guest-centered. This role supports staffing, scheduling, training, coaching, and performance management for the Guest Services team, while helping ensure smooth daily operations, strong line management, and high guest satisfaction.
This position works closely with Product Sales & Service (PSS) and other resort partners to deliver consistent, connected guest experience across teams. The Assistant Manager plays an important role in building interdepartmental communication, reinforcing service standards, and supporting frontline alignment between Guest Services and PSS as one team.
At Stowe, Guest Services oversees key guest interactions within the base areas. This role is a visible, hands-on leadership opportunity with broad operational impact.

Requirements

• 2+ years supervisory experience
• 2+ years guest service experience
• Strong communication, motivational, organizational, and interpersonal skills
• Flexible schedule, including holidays and weekends
• Ability to work outside in all weather conditions, including snow and sunshine
• A true passion for the mountains and outdoor recreation
• Ability and willingness to perform demanding physical labor
• Must be able to stand in all weather conditions for extended periods of time
• Must be able to lift at least 50 lbs

Responsibilities

• Continually strive to exceed guest expectations and help create the best possible mountain experience for all guests
• Encourage a culture of belonging and interdepartmental connection for employees, with a focus on the Employee Experience of a Lifetime
• Embody a safety-first mindset to ensure everyone gets home safe every day
• Ensure Guest Service Agents provide accurate and consistent communication to guests and employees
• Maintain strong communication across Guest Services, Base Operations, and Product Sales & Service leadership to determine how to best support the guest experience
• Serve as a visible and professional representative of the resort in guest-facing environments
• Maintain a professional and friendly attitude in all weather conditions and in all interactions with guests
• Recognize existing and potential operational issues and help identify practical resolutions
• Greet and engage guests as they arrive and depart
• Serve as a point of contact for guest questions and needs to help create the Experience of a Lifetime
• Calmly and professionally resolve guest concerns and complaints
• Work both indoors and outdoors across a variety of operational duties
• Work closely with multiple departments including PSS, Tickets, VRR, Patrol, Parking, and Lifts
• Assist management in supervision, scheduling, recruitment, and day-to-day operations of the Guest Services team
• Support training, coaching, and mentoring of employees to provide a high level of proactive guest service
• Reinforce company and departmental policies including grooming and appearance standards, guest engagement expectations, scanning compliance, and job performance expectations
• Partner closely with PSS leadership to support aligned daily operations and a consistent guest experience across teams
• Help maintain clear cross-department communication between Guest Services and PSS so frontline teams are informed, prepared, and operating as one team
• Support service and operational training in partnership with PSS leadership to reinforce shared standards and expectations
• Help identify guest friction points, operational gaps, and process improvement opportunities that affect both Guest Services and PSS
• Provide support during high-volume periods by coordinating with PSS on guest flow, staffing coverage, and frontline service needs
• Promote a collaborative one-team culture between Guest Services and Product Sales & Service employees
• Maintain awareness of PSS priorities, promotions, and operational updates so accurate information is consistently shared with guests and staff
• Help ensure a clean, safe, and presentable work environment
• Support the daily operation, including opening and closing responsibilities for base area operations
• Assist in building and maintaining a safe and presentable work area
• Perform other duties as assigned

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed