Assistant Manager: Guest Services - Hourly

Vail Resorts•Ludlow, VT

2d•Onsite

About The Position

The Guest Services Assistant Manager supports exceptional guest service across base area operations and helps build a focused, motivated, guest-centered team. The role supports staffing, scheduling, recruitment, training, coaching, and performance management, while helping ensure smooth daily operations, effective line management, and high guest satisfaction. It is a visible, hands-on leadership position with broad operational impact at Stowe, where Guest Services oversees key guest interactions in base areas. The Assistant Manager works closely with Product Sales & Service (PSS) and other resort partners to provide a connected, consistent guest experience. The role reinforces service standards, supports communication and frontline alignment between Guest Services and PSS, and helps teams operate collaboratively. The position includes indoor and outdoor duties in varied weather conditions, as well as support for opening and closing base area operations.

Requirements

At least 18 years of age.
2 or more years of supervisory experience.
2 or more years of guest service experience.
Strong communication, motivational, organizational, and interpersonal skills.
Flexible schedule, including holidays and weekends.
Ability to work outdoors in all weather conditions, including snow and sunshine.
Passion for mountains and outdoor recreation.
Ability and willingness to perform demanding physical labor.
Ability to stand for extended periods in all weather conditions.
Ability to lift at least 50 pounds.

Responsibilities

Strive to exceed guest expectations and help create the best possible mountain experience.
Encourage a culture of belonging and interdepartmental connection, with a focus on employee experience.
Promote a safety-first mindset.
Ensure Guest Service Agents provide accurate and consistent information to guests and employees.
Maintain communication across Guest Services, Base Operations, and PSS leadership to support the guest experience.
Represent the resort professionally in guest-facing environments and maintain a friendly, professional attitude.
Identify operational issues and help develop practical resolutions.
Greet and engage guests as they arrive and depart; respond to guest questions and needs.
Resolve guest concerns and complaints calmly and professionally.
Work indoors and outdoors across a variety of operational duties and coordinate with departments including PSS, Tickets, VRR, Patrol, Parking, and Lifts.
Assist management with supervision, scheduling, recruitment, and day-to-day operations of the Guest Services team.
Support employee training, coaching, and mentoring to promote proactive guest service.
Reinforce company and departmental policies, including grooming and appearance standards, guest engagement expectations, scanning compliance, and performance expectations.
Partner with PSS leadership to align daily operations and provide a consistent guest experience across teams.
Maintain clear cross-department communication so frontline teams are informed and prepared.
Support service and operational training with PSS leadership to reinforce shared standards and expectations.
Identify guest friction points, operational gaps, and process improvement opportunities affecting Guest Services and PSS.
Coordinate with PSS during high-volume periods on guest flow, staffing coverage, and frontline service needs.
Promote a collaborative one-team culture between Guest Services and PSS employees.
Stay aware of PSS priorities, promotions, and operational updates so information shared with guests and staff is accurate.
Help maintain a clean, safe, and presentable work environment.
Support daily operations, including opening and closing responsibilities for base area operations.
Perform other duties as assigned.