Guest Services Manager

MOUNTAIN CAPITAL PARTNERS-posted about 15 hours ago
Full-time • Manager
Onsite
251-500 employees
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The Guest Services Manager sets the standard for mountain-wide guest interactions and is responsible for delivering a consistently exceptional guest experience across Arizona Snowbowl. As a visible leader and ambassador of the company’s vision, mission, and values, this role inspires teams to make every decision through a Freedom to Ski mindset, ensuring guests feel welcomed, valued, and connected to the Snowbowl family.

  • Set and model the standard for professional, empathetic, and personalized guest interactions, ensuring a consistently high-quality guest experience.
  • Resolve guest concerns using sound judgment, emotional intelligence, and a Freedom to Ski mindset.
  • Lead, coach, and develop Guest Services leaders and frontline staff through clear expectations, feedback, recognition, and accountability.
  • Manage hiring, scheduling, performance management, and corrective action with a strong focus on culture and service excellence.
  • Collaborate cross-functionally, communicate operational updates, and oversee Fort Valley Lodge operations.
  • Manage departmental budgets, labor controls, inventory, and administrative functions.
  • Oversee group sales support, product launches, and system testing in partnership with Marketing, Revenue, and IT; identify and resolve operational or system issues.
  • Maintain professional and working relationships with departments across the mountain for projects and needs that may arise.
  • Serve as the primary point of contact for guest research and feedback, analyze and share insights, and promote a guest-focused mindset across the resort.
  • Lead guest appreciation and recognition efforts that reinforce service excellence and team impact.
  • Maintain confidentiality of sensitive guest, financial, and system information.
  • Uphold company policies, procedures, culture, and values while demonstrating adaptability with technology, strong work ethic, reliable attendance, and schedule flexibility.
  • 4+ years of experience in guest services, hospitality, or customer experience, including 2+ years in a leadership role.
  • Proven ability to resolve guest concerns with professionalism, empathy, and sound judgment.
  • Strong communication, organizational, and interpersonal skills.
  • Demonstrated experience with hiring, scheduling, performance management, and employee development.
  • Proficiency with point-of-sale systems, scheduling tools, and business software; ability to quickly learn new systems.
  • Experience managing budgets, labor, and expenses.
  • Ability to collaborate effectively across departments and work extended hours, including weekends and holidays, during peak operational periods.
  • Experience in ski resort, outdoor recreation, or seasonal operations.
  • Familiarity with guest research programs, Net Promoter Score (NPS), or similar feedback systems.
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