Vice President Of Guest Services

As a leading mountain resort operator with over 40 resorts in sixteen states and four countries. We exist to create an Experience of a Lifetime for our employees, so they can, in turn, provide and Experience of a Lifetime for our guests. We are looking for leaders, innovators, creators, and ambitious professionals to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!

Many of our Corporate function teams can now live and work in any of the states in which Vail Resorts currently operates* – enabling flexible remote work alongside a commitment to building and maintaining strong culture both in person and virtually. If you’re ready to pursue your fullest potential, we want to get to know you. Find your purpose with us at www.vailresortscareers.com.

Job Summary:

The Vice President, Guest Services will lead a customer-centric organization focused on delivering an Experience of a Lifetime for our Guests. The Vice President will be responsible for delivering operational excellence while driving forward a key strategic priority to build a scalable, efficient Guest Services organization which, in turn, will drive Vail Resorts growth and profitability around the world.

In this capacity, the Vice President will be accountable for developing our overall strategy and roadmap for Guest Services including organizational design, technology enhancements, and process improvements to transform the way that Vail Resorts delivers guest service. The Vice President will leverage operational experience, data-driven insights, and business acumen to identify the greatest areas of opportunity to elevate the Guest Experience at Vail Resorts.

This leader will oversee a centralized Guest Services leadership team, responsible for directing all aspects of guest service omni-channel delivery and guest service policies. The Guest Services leadership team is accountable for excellence in guest service with the goal of providing our guests with the information and service that they need, when they need it, in order to have an Experience of a Lifetime at our resorts.

Job Specifications:

• Shift & Schedule Availability: Full Time / Year Round
• The expected range is $207,000 - $255,000 + annual bonus + equity
• Outlet: Corporate
• Other Specifics: Remote

Job Responsibilities:

• Provide thought leadership and guidance to drive strategic business initiatives.
• Create a high performing team and culture focused on value creation, delivering results, guest service and leadership development for career progression.
• Serve as a strong consultative partner to marketing, operations and other executive leaders to continuously improve and scale service delivery
• Develop and implement the processes and reporting necessary to manage multi-tier service centers and ensures appropriate standards are in place to evaluate and optimize service delivery and service quality
• Define the vision, strategy and roadmap for the evolution of Guest Service Delivery including people, processes and technology
• Monitor service trends and identify opportunities for continuous improvement to enhance processes, increase quality and reduce operating expenses
• Conduct executive-level synthesis and communication of results to drive decision-making with marketing and operational leaders.
• Foster a customer-focused environment and mindset to ensure delivery of an exceptional guest experience through all stages of the guest journey

Leadership Qualities:

• Passion for Vail Resorts’ business strategy and product.
• Trusted Partner:
  • Possesses the technical expertise, business acumen, communication skills and good judgement to provide Company executives with an objective and independent point of view on broader guest service issues. Has a proven track record of working well as a member of a team of senior executives, an ability to influence major decisions through reasoned analysis, and good judgment about people and business issues. Able to constructively challenge and hold others accountable
• Possesses the technical expertise, business acumen, communication skills and good judgement to provide Company executives with an objective and independent point of view on broader guest service issues. Has a proven track record of working well as a member of a team of senior executives, an ability to influence major decisions through reasoned analysis, and good judgment about people and business issues. Able to constructively challenge and hold others accountable
• Demonstrated track record of leading, motivating, developing and accessing a team of high performing professionals. Leads by example, possesses a strong work ethic, is collaborative and embraces a passion and results driven leadership model. Has high self-awareness, is decisive and maintains authentic humility. Possesses energy, drive and an ability to execute. Is flexible, agile and resilient, and has the ability to adapt quickly in a rapid-paced executive level environment. Embraces personal leadership development, with an openness to stretch and pursue leadership range and flexibility.
• Leadership and Management:
  • Demonstrated track record of leading, motivating, developing and accessing a team of high performing professionals. Leads by example, possesses a strong work ethic, is collaborative and embraces a passion and results driven leadership model. Has high self-awareness, is decisive and maintains authentic humility. Possesses energy, drive and an ability to execute. Is flexible, agile and resilient, and has the ability to adapt quickly in a rapid-paced executive level environment. Embraces personal leadership development, with an openness to stretch and pursue leadership range and flexibility.

Approach & Behavior—Cultural Characteristics:

• Experienced team leader who continuously aligns team priorities, holds team members accountable to achieve their best performance, and coaches team members to grow and develop.
• A brave, ambitious, and passionate leader who is comfortable in their own skin while also demonstrating a high level of emotional intelligence and self-awareness.
• Strong learning agility. Enjoys and excels in environments where they must tackle and solve new and increasingly complex strategic business challenges and issues—incorporating the newest ideas, technologies, and approaches to business.
• Able to engender trust and respect quickly as an organizational leader who encourages autonomous leadership in her/his team and direct reports. A strong capability builder at both the organizational level as well as the individual level.
• A skilled communicator and relationship builder who takes a global perspective and is able to connect with all levels and areas of the organization around the world.
• Demonstrates solid knowledge of HR disciplines by executing flawlessly on HR fundamentals and introducing HR best practices.
• Performance-driven and change-oriented leader who shows ingenuity and fortitude in overcoming obstacles to achieve a bigger impact in an increasingly complex business environment and competitive marketplace.
• Inspirational coach, leader, colleague, and culture champion within the company.

Job Requirements:

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

The expected range is $207,000 - $255,000 + annual bonus + equity. Actual pay will be adjusted based on experience.

The perks include a free ski pass, and a set of benefits including...

• Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time. Salaried employees are generally eligible for Flexible Time Off (FTO)
• Medical, Dental, Vision insurance, and a 401(k) retirement plan
• Healthcare & Dependent Care Flexible Spending Accounts
• Life, AD&D, and disability insurance
• Paid Parental Leave for eligible mothers and fathers

Reach Your Peak at Vail Resorts. At Vail Resorts, our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak.

• Remote work is currently permitted from British Columbia and the 16 U.S. states in which we currently operate. This includes: California, Colorado, Indiana, Michigan, Minnesota, Missouri, New Hampshire, New York, Nevada, Ohio, Pennsylvania, Utah, Vermont, Washington State, Wisconsin, and Wyoming. Please note that the ability to work remotely, and the particulars related to such work, are subject to change at any time; and, accordingly, the Company reserves the right to change its policies and/or require in-person/in-office work at any time in its sole discretion.

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 492626