Guest Services Manager

Compensation and Benefits:

• Compensation: Salary $55,000 - $65,000, adjusted based on experience
• Benefits: Full-time, year-round, benefited position including;
  • Optional company subsidized medical, dental, vision, flexible spending account, health savings account, employer paid short term disability & long-term disability offerings
  • 401(k) retirement plan (with company match up to 5%)
  • Paid parental leave
  • Paid time off, holiday and sick pay
  • Free season pass for employee/dependents
  • Privileges at several other resorts
  • Several discount programs (i.e. food & beverage, retail/rental, friends & family tickets, etc.)

Job Summary:
At Killington Resort and Pico Mountain, we are dedicated to providing exceptional guest experiences. The Guest Services Manager oversees the on-site guest services team responsible for assisting guests with lift access, lesson, rental, and activity products. With a strong focus on online sales and pre-arrival purchases, the team supports guests with product pickup, on-site purchasing assistance, issue resolution, and service/information inquiries. This role leads front-line staff in delivering efficient, guest-focused service while fostering a culture of excellence and operational integrity.

Summary of Key Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

Operational Leadership

• The guest service manager oversees daily operations of guest services, ticketing, season pass, bag check and lost & found.
• Provide support and assistance to the Hotel Front Desk as needed to support their guest service functions related to non-lodging product sales and fulfillment.
• Collaborate with the ticket checking department to address fraudulent pass use and other access issues, with guest services serving as the primary resolution point when guests are referred back.
• Coordinate with other departments to ensure seamless guest experiences and smooth resort-wide operations.
• Monitor and analyze guest feedback to implement process improvements and enhance overall satisfaction.

Staff Management

• Supervise approximately 25 guest service staff with varying levels of responsibility.
• Interview, hire, train, schedule, and evaluate team members in accordance with company policy.
• Motivate and lead teams to deliver high levels of guest service and professionalism.
• Provide mentorship and handle disciplinary actions as needed.

Guest Experience & Issue Resolution

• Act as the escalation point for complex guest issues across the resort, collaborating with other resort leaders to ensure they are resolved promptly and professionally.
• Work closely with guest services supervisor and other department leads to prevent recurring issues.
• Develop and implement strategies to continuously improve guest experience and satisfaction.

Administrative & Technical Responsibilities

• Manage inventory and supplies for guest services operations.
• Troubleshoot software system errors; provide recommendations for improvements.
• Maintain compliance with all industry regulations, resort policies, and safety standards.
• Prepare and communicate regular operational updates and performance reports to senior management.

Basic Qualifications:

• College-level study in management, business, or a related field preferred.
• Minimum of 5 years of experience in resort, hospitality, or guest service management.
• At least 1 year of supervisory experience required; multi-location management experience preferred.

Knowledge, Skills, & Abilities

• Strong leadership, interpersonal, and communication skills.
• Demonstrated conflict resolution and problem-solving abilities.
• Proficiency in Microsoft Office and resort operations software (e.g., RTP, Aspenware).
• Excellent organizational and administrative skills.
• Ability to collaborate cross-departmentally and manage multiple priorities in a fast-paced environment.
• Flexibility to work weekends, holidays, and occasional outdoor shifts as required.

It is the policy of Killington/Pico Ski Resort Partners, LLC to provide equal opportunity and employment to all staff and applicants.  No person shall be discriminated against in any condition of employment because of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, physical or mental condition, or any qualified individual with a disability or veteran status.

Work where you play - Apply now!

Salary : $55,000 - $65,000