Vail Resorts is looking to solve the problem of delivering high-quality, consistent service in a fast-paced, high-volume environment by hiring an Assistant Manager for their Product Sales and Services (PSS) operations. This role is crucial for driving guest satisfaction and team performance throughout the seasons.
Requirements
- Minimum 3-5 years of hospitality or guest service experience in high-volume environments, including 2+ years of leadership experience.
- Ability to lead and inspire a diverse seasonal team.
- Excellent administrative, communication and organizational skills.
- Ability to lift up to 50 lbs. and stand for extended periods.
- Ability to attend work in winter weather environment.
Responsibilities
- Create and manage staff schedules using workforce management tools to optimize coverage and labor efficiency.
- Oversee point of sale systems and ensure accurate transaction processing
- Assist with inventory tracking and ordering of supplies.
- Complete all necessary administrative duties as needed daily, including but not limited to POS Reconciliation, Facility Check List, Daily Payroll Accuracy, Ordering & Inventory, Safety & Stand- up Meetings, logs.
- Review and interpret sales reports to identify trends, inform staffing decisions, and improve upselling techniques.
- Ensure accurate and timely updates in shared platforms such as Microsoft Teams and operational trackers.
Other
- Lead, coach, develop and inspire staff from a variety of backgrounds and experience levels to build skills, take ownership of their roles, and grow as contributing members of the team.
- Creating a positive, productive working environment.
- Facilitate onboarding and ongoing training programs tailored to seasonal staff needs, and provide regular performance feedback.
- Ensure consistent delivery of Epic Service across all PSS touchpoints
- Monitor service quality delivered by staff and identify areas of team strength and opportunity
- Address and Resolve guest concerns and feedback. escalate issues when needed and support quality improvements by identifying areas of opportunity.
- Ensure guest-facing areas maintain professional standards, including snow removal and signage upkeep.
- Support the Guest Service Manager by leading operations efficiently during peak times and throughout the year. Ensure effective operations at all times across ticketing, pass sales, and guest service.
- Support budget adherence by monitoring labor costs and managing supply inventory in alignment with financial targets.
- Collaborate with other departments (e.g Ski School, Rentals, F&B) to support guest flow
- Lead daily stand-up meetings to align team goals and communicate operational updates.
- Drive sales of lift tickets, lessons, rental and other resort products by utilizing and promoting effective sales techniques, such as upselling, suggestive selling and cross selling.
- Act as a liaison between front line staff and resort leadership
- Participate in cross-departmental planning for group visits, events and peak days
- Must be able to work flexible hours including weekends, holidays, and peak resort periods.
- Minimum Age: At least 21 years of age
