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VIP Guest Services Manager

Company: Vail Mountain
Location: Vail
Posted on: November 22, 2022

Job Description:

Create Your Experience of a Lifetime! Come work and play in the mountains! Whether it's your first time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world. With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success. Job Benefits

  • Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
  • MORE employee discounts on lodging, food, gear, mountain shuttles AND during the summer on bike haul, golf and other activities
  • 401(k) Retirement Plan
  • Employee Assistance Program
  • Excellent training and professional development
  • Referral Program Full Time roles are eligible for the above, plus:
    • 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 Job Summary: Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Responsible for all Guest Experience and Guest services functions and employees. Areas of responsibility include overseeing and managing the Guest Experience and Guest services Department- inclusive of Concierge, Valet Parking, Bell Service, Shuttle Service, luggage storage and associate parking. Responsible for human resources functions to include interviewing/hiring, training, payroll, scheduling, performance management/evaluation, and other administrative duties. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Is the properties Guest Relations Manager and handles the tracking of service issues. Is responsible for proactively enhancing the whole guest experience from post arrival to departure and when required, will perform duty manager roles. Job Specifications:
      • Shift & Schedule Availability: Full Time / Year Round
      • Outlet: The Hythe Vail Job Responsibilities:
        • Supports implementation of the customer recognition/service program, communicating and ensuring the process.
        • Assists the department in daily operations as needed with hands-on work including delivering luggage and retrieving vehicles and include checking guests in and out as needed.
        • Completes and submits incident reports for Associate and Guest vehicle damage or loss to Loss Prevention.
        • Responsible for fleet management of hotel Shuttles, as well as Partner vehicle programming.
        • Oversees associate parking allocation and garage operating procedures
        • Reviews Guest Voice reviews and guest satisfaction results with employees and assists with responding as required.
        • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
        • Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
        • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
        • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
        • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
        • Empowers employees to provide excellent customer service.
        • Supports regular inspection tours of the entire facility for appearance, safety, employees, security, and maintenance.
        • Sends copy of MOD report to all departments on a daily basis.
        • Verifies that company policies, standards and procedures are followed.
        • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
        • Any other items as deemed necessary by management. Job Qualifications:
          • College degree in hospitality or business related field- preferred
          • Previous experience in Lodging/Hospitality - preferred
          • Previous supervisory experience - preferred
          • Valid driver's license- required
          • Microsoft Office experience and skills - required.
          • Ability to communicate fluently and effectively in English
          • Strong customer service skills
          • Flexible schedule - required The budgeted range starts at $60,000 - $68,000 + annual bonus. Actual pay will be adjusted based on experience. Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law. Requisition ID 487907

Keywords: Vail Mountain, Vail , VIP Guest Services Manager, Hospitality & Tourism , Vail, Colorado

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