Front Desk Team Lead

Create Your Experience of a Lifetime!

Come work and play in the mountains!  Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll 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.

Job 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

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Job Summary:

The Front Desk Supervisor oversees the day to day operation of the Northstar Lodging Front Desk. The supervisor ensures all Front Desk agents provide high quality service to every guest. The supervisor is responsible for making sure the Front Desk agents have the resources necessary to complete their daily tasks accurately and efficiently.

Northstar Lodging is a Vail Resorts owned Property Management Company for Short Term Vacation Rentals offering over 100 properties at Northstar Resort. We cater to a wide variety of guests, most commonly families and weekend getaways from surrounding areas. Our properties range from Studio or Multi-Bedroom Condos to Hotel Style Rooms to 4 Bedroom Private Residences.

Job Specifications:

• Outlet:  Northstar Lodging Front Desk
• Expected Pay Range: $23.00 - $28.98 / hour
• Shift & Schedule Availability:  Full Time, must be available to work holidays and weekends
• Skill Level: Intermediate

Job Responsibilities:

• Ensure each guest receives excellent service from Front Desk staff and accurate information
• Communicate in a professional and friendly manner with staff, guests, leadership, and stakeholders through: In person, phone, email, and Alice texting service
• Train, lead, and evaluate Front Desk Team members to support exceptional service
• Coach and correct staff actions and behaviors as appropriate while escalating disciplinary needs to management
• Model exceptional performance: professional, positive, caring guest service, compliant with all Standard Operating Procedures, punctual, communicative
• Ensure Front Desk Team members have current knowledge of Northstar Resort offerings, services, facilities, events, pricing, policies and overall knowledge of the local area
• Report daily/weekly GX scores and monitor and respond to guest responses through Medallia software
• Clear any aging balances on past reservations in a timely manner
• Maintain all staff to company policies and standards as listed in the Employee Handbook (including but not limited to: uniforms, presentation and grooming, tardiness, etc.)
• Work together with the Front Desk Team to complete the daily checklist
• Handle all guest comments and concerns with exceptional service and resolution
• Maintain a professional appearance and demeanor at all times both of your person and the lobby
• Process billing for reservations and help resolve discrepancies with guest bills 
• Other duties as assigned

Job Requirements:

• Customer or guest service experience
• Leadership or supervisory experience
• Must be able to communicate fluently and professionally in English (written and verbal)
• Strong computer skills
• Strong and courteous people skills

Preferred Skills:

• Prior Front Desk leadership experience
• Working knowledge of any of the following: Microsoft Office, IQware, Point Central, Alice, 3rd Party Extranets (such as Partner Central)

The expected pay range is $23.00 - $28.98. 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  498030
Reference Date: 09/15/2023 
Job Code Function: Front Office