Assistant Manager: Product Sales & Services - Hourly

Vail Resorts • South Lake Tahoe, CA

5d • $25 - $30 • Onsite

About The Position

The Assistant Manager is an integral part of the Product Sales & Services (PSS) management team and is responsible for supporting the daily operations of PSS at Heavenly Mountain Resort. This role leads and develops frontline employees, supports staffing and operational needs, drives performance toward established goals and key performance indicators, and ensures consistent execution of PSS standards and procedures. The Assistant Manager works closely with the PSS Manager, resort leadership, and operational partners to create a seamless and welcoming guest experience. Through strong leadership, communication, coaching, and problem-solving, this role supports both the guest and employee experience while ensuring the team is prepared to meet the needs of the business throughout the season.

Requirements

• Minimum of 5 years management and guest relations experience
• Must be reliable, punctual, and always exhibit a professional attitude and appearance
• Strong attention to detail and high work standards in support of accurate, flawless delivery
• Exceptional guest service skills
• Able to communicate effectively in a loud, fast-paced environment and maintain composure under pressure.
• Able to lead and inspire a team with a focus on team engagement
• Able to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrityand professionalism
• Knowledge of all Ski and Ride School products, policy & procedures
• Must be computer literate – MS Word, Excel, email, etc
• Able to work outdoors in the elements; walk on snowy and icy surfaces
• Able to lift at least 25 lbs.
• Able to travel to various Heavenly Resort base locations

Responsibilities

• Oversee daily Product Sales & Services operations, including opening and closing procedures, daily assignments, staffing adjustments, point-of-sale operations, cash handling, transaction audits, and overall operational readiness.
• Lead daily team operations by setting clear expectations, communicating priorities, assigning responsibilities, and ensuring employees have the information and resources needed to be successful.
• Foster a guest-focused environment and mindset to ensure an exceptional experience throughout all stages of the guest journey, proactively identifying opportunities to reduce friction and resolve guest concerns.
• Support and coach frontline employees to deliver accurate, efficient, and personalized service while maintaining consistency with resort and company policies and procedures.
• Monitor business levels, guest flow, and line wait times throughout the day and adjust staffing and operational priorities as needed to meet guest demand.
• Drive team performance toward established PSS key performance indicators, including data capture, line wait tracking, Epic Pass print fee compliance, transaction accuracy, and other resort and enterprise priorities.
• Maintain strong operational and financial accountability through accurate point-of-sale transactions, cash handling procedures, daily audits, and completion of required opening and closing processes.
• Partner with the PSS Manager to align team priorities, establish expectations, hold team members accountable, and provide ongoing coaching, feedback, recognition, and development.
• Support employee onboarding, training, and continued development to build team knowledge, confidence, and consistency across PSS operations.
• Address guest service escalations and empower employees to resolve concerns whenever possible, creating positive and memorable guest experiences.
• Cultivate strong, positive working relationships with Ski & Ride School, Mountain Operations, Guest Services, Base Operations, Security, and other resort departments to support seamless daily operations.
• Communicate effectively with resort leaders and operational partners regarding business levels, guest impacts, staffing needs, operational changes, and emerging concerns.
• Maintain appropriate staffing levels based on forecasted and real-time business needs while supporting efficient labor management.
• Ensure team compliance with company policies, safety expectations, cash-handling procedures, and operational standards.
• Serve as an operational leader within PSS, stepping into frontline operations as needed while maintaining awareness of the broader guest and employee experience.

Benefits

• Free passes for employees
• Employee discounted lift tickets for friends and family
• Free ski lessons
• Employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
• 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

What This Job Offers

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