Job Description

As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. 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.

Job Summary:

The Ski and Snowboard School General Manager is a member of the management team who is responsible for the overall quality and financial performance of their specific program(s). This is achieved through leadership of our Ski and Snowboard School staff and monitoring the quality of our overall Ski and Ride School experience to ensure exceptional guest experience, alignment with our resort and company goals, financial success, and the development of our future products and programs.

The role is responsible for the hiring/termination, training, managing, scheduling, payroll, financial management and morale of Supervisors and Instructors with guidance from The Director of Skier Services and the Resort General Manager. This role is responsible for promoting workplace safety programs, direct management of supervisors and implementation of instructor assignments and scheduling, on-hill observations to review product quality offering and systemic evaluations of Supervisors and direct reports. The position reports to and works directly with the Director of Skier Services to deliver our guests the Experience of a Lifetime. The role represents a great opportunity for someone passionate about delivering great customer service who is looking to develop a leadership career with the industry; through the benefits, training and personal growth opportunities offered by Vail Resorts.

Job Responsibilities:

• Manage the administrative support of this department (Hiring, HR, Payroll, scheduling, communication, uniforms)
• Lead the SRS team, including: hiring and professional development of all employees, and direct oversight of SRS Daily and Seasonal Program Managers, Competition Program Managers and Training Coordinator.
• Establish and role model a high standard of operation and guest service. Monitor quality of overall SRS products to ensure exceptional guest experience, alignment with Resort and Company goals, financial success, the development of future products/programs
• Financial management of all operations, including assisting on budget development, obtaining financial contribution goals, through internal controls and results from our product development. Provide guidance to SRS Analyst on approach, processes, and metrics to maximize profitability
• Create and implement an operations plan to manage the SRS business which includes consideration of SRS revenue opportunities, labor ratios management, expense control and the quality guest experience
• Work with the Director of Skier Services, SRS Managers and Supervisors to ensure responsibility for the quality of products and services for the guests. Work with Sr. Managers across departments to support and achieve quality, financial, and safety targets
• Provide guidance to Training Manager to create and implement the training plan and monitor the quality of training. Communicate effectively across department to ensure staff training matches the intended outcomes and program coordination is smooth with all operating groups
• Stay current on guest and employee health and safety regulations, universal precautions, child abuse guidelines, temporary background checks, emergency evacuation and lightning procedures.
• Know and model the School teaching system and guest service guidelines and be prepared to lead clinics and teach the public if necessary.
• Design and manage the Instructor Work Priority System and the Instructor Reward System
• Continuous interaction with PSS team to manage lesson bookings ensuring exceptional guest experiences while maximizing revenue
• Appropriate level of expertise utilizing Guest Connect sales and reporting tools, including monitoring and administration of inventory controls
• Responsible for training supervisors in guest recoveries and tactics to increase Guest Experience scores
• Lead point of contact for all department service recovery and guest resolution issues
• Responsible for overseeing and implementing our resort-wide and enterprise-wide business strategies in conjunction with Vail Resorts best practices
• Worker's Compensation reporting, facilitating mandatory safety training/clinics, incident tracking and communication in conjunction with Vail Resorts Health and Safety guidelines
• Direct oversight of Supervisors to ensure all safety compliance programs (ex: equipment check, kids on lifts) achieve 100% completion rate
• Act as an I-9 leader for Ski School and entire resort
• Actively seek information about industry trends, competitions, and events, and remain involved with professional organizations including PSIA, AASI & USSA
• Work closely with Winter on hill Events Department
• Promote, exemplify and coach our Epic Service philosophy
• Mentor, observe, coach and deliver feedback and evaluations of staff
• Work directly with the Base Area Operations Manager to plan and coordinate all non-winter Mountain events
• Manage vendors for all non-winter Mountain events
• Perform others duties as assigned

Direct Reports

• Asst Manager: Ski & Ride School
• Seasonal Programs Supervisor
• Competition Teams Coordinator
• Children’s Programs Supervisor
• Ski & Ride School Supervisor(s)
• Training Coordinator
• Administrative Assistant

Minimum Requirements:

• Criminal Background Check - required
• High School graduate or equivalent – required
• Fluent in all aspects of English – required; Bilingual is a plus
• Minimum of 2 years proven leadership experience in Sales and Customer Service or closely related field
• Minimum of 5 years' experience as a Ski or Snowboard Instructor
• Strong skiing or snowboarding skills; Ability to access all Mountain terrain
• PSIA/AASI Level 3 - Required
• Strong organization, problem solving & planning skills
• Ability to develop creative and compliant solutions
• Experience influencing and/or coaching managers
• Experience managing multiple projects on time
• Excellent personal skills particularly when dealing with Guest Service situations and scenarios not defined by policy or procedure
• Strong written and verbal communication skills, with the ability to influence and inform cross-functional teams, business and vendor partners
• Demonstrated ability to communicate professionally and effectively with a variety of demographics
• Demonstrated ability to perform in a high paced, variable, multifaceted environment with the ability to multitask
• Proficient in Microsoft Office, Windows based applications and internet based software
• Must be able to work a schedule including evenings weekends & holidays
• Must be able to stand for long periods of time
• Must be able to handle exposure to inclement weather; bending, lifting and squatting

As a premier, world-class resort in the Catskills, guests at our Mountain can expect the ultimate ski experience with service to match. Join us and become a part of a team who takes pride in providing the best of what the mountain has to offer.

We are 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.