Manager: Product Sales & Services

Vail Resorts • Leavenworth, WA

4d • Onsite

About The Position

The Guest Service Manager leads the guest experience team at Stevens Pass and serves as the resort's guest service expert. This dynamic leadership role is responsible for delivering an Experience of a Lifetime for both employees and guests while driving operational excellence across Product Sales & Services and the broader guest journey. From championing the adoption of self-service innovations to leveraging data and insights to improving service delivery, this leader will play a key role in shaping the future of the guest experience at Stevens Pass. The position reports directly to the Director of Base Experience and is a member of the Resort Leadership Team, partnering closely with the Sr. Manager of Skier Services, Manager of Retail & Rental, and other Resort and Senior Leadership Team members on the planning and execution of business objectives related to both the guest and employee experience, summer business development, and financial performance. This role is responsible for hiring and developing Product Sales & Services team from frontline employees through Assistant Managers. The successful candidate will demonstrate a strong service mindset, exceptional people leadership skills, attention to detail, and comfort leveraging technology to drive results. They will bring experience in workforce planning, hiring, onboarding, training, performance management, employee development, labor optimization, and guest issue resolution. This leader will maintain a strong partnership with the Vail Resorts Guest Experience Center of Excellence, providing feedback and helping to continuously improve the execution of enterprise guest service strategies at the resort level.

Requirements

• Bachelor’s degree or equivalent experience preferred
• 5 years relevant experience
• 3-5 years leadership experience, managing teams
• Ability to read, write, speak, and comprehend English language proficiently
• Able to lift and carry 30 lbs
• Able to work in all weather conditions including winter snow and summer sunshine
• Able to stand for long periods of time
• Strong computer skills – including experience with Microsoft office and database software

Responsibilities

• Lead an in-resort team of 40+ across multiple locations in-resort.
• Effectively manage labor across subsets of the department (PSS / Guest Services Front Desk Team, Greeter Team, and Call Center), including ensuring each team meets the needs of the resort through workforce management and cross-team collaboration.
• Execute the resort guest service strategy through effective leadership of people, processes, and technology in a fast-paced, changing environment.
• Oversee a team that covers operations including weekends, holidays, and evenings.
• Build a high-performing team that delivers on enterprise initiatives, achieves KPIs, fosters collaboration, and models a positive, guest-focused mindset.
• Drive ancillary revenue through product expertise, guest needs assessment, and effective upselling and cross-selling.
• Collaborate with PSS Center of Excellence to successfully implement new tools, processes, programs, and initiatives, ensuring local adoption and alignment with enterprise standards.
• Partner with Ski & Ride School/Bike School to ensure a seamless guest experience from booking through arrival.
• Utilize Workforce Management to partner with VRR, F&B, Lift Experience, Parking and other operations departments to continuously improve the in-resort guest experience and the employee experience.
• Ability to set strategic vision and operationalize the vision into an execution plan/roadmap.
• Manage and prepare departmental labor, operational, and capital budgets in alignment with resort leadership.
• Lead summer business development and assist the Senior Leadership Team in successful planning and execution of summer activities and seasonal base area readiness.

Benefits

• Free passes for employees
• employee discounted lift tickets for friends and family
• 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
• 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