Vice President of Guest Experience

The Vice President of Guest Experience leads the resort’s core guest-facing departments to deliver a connected, welcoming, and consistently high-quality experience. This leader will preserve what makes Smugglers’ Notch distinctive as America’s Family Resort while improving service, programming, facilities, and operating processes.

This role combines strategic leadership with hands-on operational engagement. The VP will build trust with experienced teams, respect the resort’s history and institutional knowledge, and lead practical changes with clear priorities, accountability, and follow-through.

This position reports directly to the Smugglers’ Notch General Manager and is a member of the resort Senior Leadership Team.

Areas of Responsibility

Departmental oversight includes resort activities and recreation, including the FunZone, Championship Disc Golf, Nordic skiing, and mountain biking; retail operations, including hard and soft goods shops and the General Store; ski rentals, tuning, and equipment demo outlets; Ski & Snowboard School; summer camps and youth programming; TREASURES Daycare; the Guest Service Desk; and the Ski & Ride Sales Desk, including lift ticket, camp, Ski School, and season pass sales. 

What You Will Do

• Lead a consistent, connected guest experience across departments, improving service, programming, physical presentation, and operating processes while preserving the resort’s family-centered character.
• Build and develop a strong leadership team. Assess organizational structure and capabilities, clarify ownership and decision-making, and empower department leaders to deliver results.
• Set priorities, timelines, and performance expectations; guide operational change with respect for institutional knowledge and clear follow-through on commitments.
• Lead departmental budgets, labor planning, revenue performance, and operating contribution in partnership with Finance and the General Manager. Identify and prioritize capital needs for guest-facing departments through the resort’s capital planning process.
• Use guest feedback and operating and financial metrics to identify service gaps, measure progress, and prioritize improvements and investment.
• Partner with Sales and Marketing leadership on product offerings, pricing, promotions, and sales channels. Lead on-resort sales and service execution, staffing, transactions, and guest problem resolution.
• Adapt staffing, service levels, and programming to winter, summer, and shoulder-season demand. Work across departments to connect the on-mountain experience with village services and activities so guests experience Smuggs as one resort.

Qualifications

• 8–10 years of senior leadership experience in a complex hospitality, resort, recreation, attractions, or related guest-facing service environment.
• Demonstrated success leading multiple operating functions, developing experienced leaders, and guiding operational or organizational change while sustaining employee trust and engagement.
• Strong execution and project leadership skills, with the ability to translate strategy into clear priorities, accountable ownership, and completed work.
• Strong business and financial acumen, including budget management, labor productivity, and the ability to connect guest experience decisions to revenue, cost, and profitability.
• Experience partnering with Sales and Marketing on demand generation, product positioning, or guest growth strategies.
• Ability to move between strategic planning and hands-on operational leadership and use guest feedback, operating data, and financial results to guide decisions.

Differentiating Qualifications

The following experience is beneficial but not required:

• Experience in a seasonal resort or family recreation environment, with an understanding of the different operating demands of winter, summer, and shoulder seasons.
• A record of connecting guest-facing departments and modernizing service processes, programming, or the physical guest experience.
• Experience developing recreation, youth, family, or event programming that attracts day guests, engages the surrounding community, and generates incremental revenue.
• An interest in skiing and snowboarding, with an understanding of how the mountain experience connects to resort village services and activities.

Working Conditions and Location

• On-site, year-round role based at Smugglers' Notch Resort in Jeffersonville, Vermont.
• Requires presence during peak operating periods, including holidays, weekends, and major events.
• Active resort environment: expect significant time walking the property, visiting outlets and activity venues, and connecting with employees and guests.
• Relocation to greater Smugglers' Notch area is required for non-local candidates

Compensation & Benefits

• Hiring Range: $95,000 – $115,000 annually
• Benefits: Comprehensive medical, dental, vision, 401(k), and paid time off.
• Resort Privileges: Family ski passes, activity access, F&B discounts, and lodging benefits.
• Relocation Assistance: Available for qualified candidates.

Salary : $95,000 - $115,000