Manager Epic Ascent

Vail Resorts • Vail, CO

6d • $57,784 - $71,664 • Onsite

About The Position

We’re building something new to redefine the ski and snowboard private lesson experience through Epic Ascent, an elevated, premium service designed to deliver a guest’s best day on the mountain. Epic Ascent is built around the belief that extraordinary mountain experiences don't happen by accident. They are thoughtfully designed, personalized, and expertly delivered. The Epic Ascent Concierge Manager will lead and empower a team of Concierge Agents to deliver exceptional, personalized service at every touchpoint.

Requirements

• Bachelor's degree preferred or equivalent experience.
• 5 years of relevant experience.
• 3-5 years of leadership experience, managing teams.
• Proven ability to lead and inspire a team with a focus on team engagement and development.
• Strong operational management capabilities and experience managing large delivery-focused teams, both internal and external.
• Ability to set strategic vision and operationalize the vision into an execution plan/roadmap.
• Proven ability to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrity and professionalism.
• Strong attention to detail and high work standards in support of accurate, flawless delivery.

Nice To Haves

• Experience managing guest-facing operations requiring high-touch service delivery, service recovery, concierge services, hospitality operations, or premium guest experiences.
• Demonstrated ability to lead teams responsible for premium guest experiences, VIP services, private experiences, hospitality operations, or customer service functions.
• Experience utilizing guest satisfaction data, service metrics, labor analytics, and operational reporting to drive continuous improvement and business results.

Responsibilities

• Lead Epic Ascent Concierge operations, ensuring personalized, high-touch service delivery for Ski & Snowboard School guests through effective staffing, operational planning, training, and service standards.
• Partner closely with Ski & Snowboard School leadership, Resort Operations, Product Sales & Services teams, and other resort departments to ensure seamless execution of private lessons, specialty experiences, guest communications, and day-of logistical support.
• Establish service standards, operational processes, and performance expectations that support premium guest experiences while maintaining consistency, efficiency, and scalability.
• Provide leadership and support for the resolution of complex guest situations and escalated service concerns, utilizing sound judgment, empathy, and cross-functional collaboration to achieve positive outcomes.
• Monitor guest experience trends, concierge performance metrics, service recovery opportunities, and guest feedback to identify opportunities for continuous improvement and enhanced guest loyalty.
• Ensure concierge and guest experience teams maintain accurate operational workflows, guest records, and service tracking processes to support accountability and service continuity.
• Support the execution and growth of premium products, private lessons, specialty experiences, and other high-value guest offerings that enhance the overall resort experience and business performance.
• Develop and implement the processes and reporting necessary to manage a function, and appropriate standards are in place to evaluate and optimize service delivery and service quality.
• Create a high performing team and culture focused on value creation, delivering results, guest service and leadership development for career progression.
• Manage local budget and expenses.

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
• 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: Manager