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Team Lead Guest Services

3 months ago

Kirkwood, United States Vail Resorts Full time
Continue Your Experience of a Lifetime
Vail Resorts provides a variety of opportunities for employees to grow in their passion for the outdoors while building lifelong connections with teammates and guests from around the world.

As you move from season to season, or begin a year-round career, you'll continue to 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.

Our team members are the core of our mission. Providing the Experience of a Lifetime for our guests starts with you.

Hiring for our seasonal positions occurs on a rolling basis. Applications will be accepted until December 15th or until the positions are filled (whichever is first).

Employee 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, and mountain shuttles
•401(k) Retirement Plan
•Employee Assistance Program
•Excellent training and professional development
•Referral Program

To Learn More, please review the Benefits Eligibility Summary

Job Summary:

The Team Lead Guest Services Attendant is responsible for ensuring exceptional guest service as well as for hiring/staffing, scheduling, and performance management/evaluations. This position also fulfills day-to-day work responsibilities as needed, which includes handling/resolving the most challenging guest issues/requests and working collaboratively with other departments to ensure an exceptional guest experience and address guest issues as needed. On some mountains, it may oversee a group of volunteers, who provide exceptional service by meeting and greeting guests, hosting mountain welcome tours, offering on-mountain information and services, and providing guests with daily "treats."

Job Specifications:
  • Expected Pay Range: $23.00 - $24.76 / hour
  • Shift & Schedule Availability: Full Time
  • Skill Level: Team Lead
Job Responsibilities:
  • Daily Snow Report Distribution/ Weekly Marketing Reports
  • Correct information dissemination (road conditions, mountain updates, lift closures, ticket/season pass deals and various resort wide operations.)
    Lead and motivate team members
  • Collecting, categorizing, and distributing Lost and Found items
  • Staff Guest Service desk. Respond to guest concerns, while ensuring complete Guest satisfaction
  • Responsible for checking and responding to messages, both email and telephone
  • Record keeping, data entry, and some basic computer activities
  • Work with the Assistant Manager to ensure the Guest Service/Scanning agents are staffed at every single chair lift during hours of operation.
  • Validate tickets and season passes using a handheld device
  • Act as the main point of contact for particularly challenging ticket issues, fraudulent use cases, or other guest issues. Follow through until the issue is resolved to the best of your ability, and involve the manager when necessary.
  • Inspire a team of fun and love of the mountains.
  • Other duties as assigned
Job Requirements:
  • Able to stand for long periods of time;
  • Able to work in all weather conditions including snow and sunshine;
  • Ability to read, write, speak, and comprehend English language proficiently;
  • Able to work a flexible schedule including weekends and holidays.
  • Previous experience in Guest Services at Kirkwood
  • An outstanding personality that is approachable, friendly, and outgoing (preferred)
  • Ability to multitask, stay calm in stressful situations, and work independently with minimal supervision. (prefered)
  • Ability to communicate professionally with coworkers, customers, and vendors. (prefered)
  • Comply with all safety policies, practices, and procedures. Report all unsafe activities to the supervisor and/or Human Resources. (prefered)


The expected pay range is $23.00 - $24.26. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

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 503063
Reference Date: 07/18/2024
Job Code Function: Guest Services