Empire Pass Guest Services Manager - Year Round

Deer Valley Resort
401(k)

Mar 02, 2025
Year Round Classic, consistent quality from a winning team! Deer Valley Resort is nestled in the Wasatch Mountains of Utah, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Our staff consists of locals, transplants, seasonal workers from all 50 states and international students from around the globe. We are a diverse workforce where everyone feels welcome, appreciated, and valued. No matter if you are 14 or 84 years, there is a place for you in the Deer Valley family! (Last year over 1,100 staff members celebrated their fifth season or more at Deer Valley). Ski perks (vary based on employment status) may include Deer Valley season pass, free skiing or riding at other Alterra Resorts and select local Utah resorts Friends and family ski discounts, free staff ski lessons and discounted rentals (winter staff only) Subsidized meals at Employee Dining Rooms offered for staff while on shift Subsidized housing options available for seasonal full-time staff Discounts for staff members at restaurants, shops, and service providers in Park City Healthcare options are available for staff members 401k plan with company match PURPOSE OF POSITION: To oversee all aspects of daily customer service operations in Empire Pass. To ensure guest, owner and employee satisfaction at Empire Pass. To provide a safe environment for the guests, owners and employees. To achieve budgeted profitability by adhering to Deer Valley Resort Service and Safety Standards and exercise fiscal responsibility and sound management practices. RESPONSIBILITIES: Act as a liaison for all departments in Empire Pass, working with all departments and department managers to foster a spirit of teamwork and cooperation As a member of Deer Valley Management Team, demonstrate and uphold all DVR policies and provide corrective discipline action when necessary Demonstrate proactive guest, owner and employee problem resolution with urgency, respect and empathy. Document problems and resolutions and respond promptly to all owner and guest requests Manage all front desk operations, including but not limited to concierge, bell staff, ticket sales and guest reservation check-in and check-out procedures Ensure staffing levels provide quality coverage and effective workflow in all departments. Schedules should adhere to budgetary guidelines; service standards should reflect occupancy levels if not mutually exclusive Hire, train, schedule, supervise and perform timely evaluations of full time and seasonal guest services staff Implement controls/checklists, as appropriate Conduct daily stand-up meetings and participate in weekly department manager staff meetings In conjunction with the Empire Pass General Manager review monthly financial statements including balance sheet and profit and loss statements Facilitate communication with owners regarding special concierge requests, coordinating owner communication and booking all owner reservations Have working knowledge of all department operations and cross train as needed Maintain office inventory and organize and maintain records, files, calendars, and a variety of databases Oversee the process of Empire Pass check requests, financial records, including but not limited to budget preparation and tracking, posting code training, and owner billing Attend association board meetings and annual meetings as required Participate in committees as assigned General knowledge of Park City preferred Other duties and responsibilities as assigned QUALIFICATIONS: Minimum of two years management experience in the hospitality industry, preferably front desk, concierge or front of house Must be computer literate and have a working knowledge of Word and Excel Property management system experience preferred Possess strong interpersonal verbal and written communication skills and the ability to develop professional relationships with Association Board of Directors, homeowners, guests and staff Possess tremendous patience and understanding, superior problem solving skills and have a great sense of humor and professional demeanor Must be able to multi-task, be organized, and prioritize effectively Working knowledge of budgets and front office accounting procedures Working knowledge of HOA management and specific governing documents Must have experience in management of condo rental program, including owner relations and solicitation of owners Must be able to manage the staff required for the daily operations in Empire Pass, including the HOAs, management only and rental management residences in contract with DVRL&M Flexible schedule, weekends and evening shifts required Must be able to lift 30 lbs., carry luggage and have a valid Utah Driver's License DATES OF EMPLOYMENT: Year Round Deer Valley Resort is an Equal Opportunity Employer.