Vice President of Recreation Services

Solitude Mountain Resort
life insurance, 401(k), company vehicle

Dec 12, 2024
Year Round Job Title: Vice President, Recreation Services (Depending on Experience) Salary: $115k - 135k Position Overview: Reporting to the Resort President and a member of the Solitude Leadership Team, the Vice President of Recreation Services will lead and oversee all operational, strategic, and financial aspects of the resort's recreational services business unit, ensuring a world-class experience for all guests. This includes responsibility for the ski & ride school, ticketing, guest services, mountain host program, rentals & repair services, Nordic & snowshoe center, retail operations, summer activities & camps, and mountain bike school. The VP will collaborate across departments to optimize the guest experience, elevate service standards, maximize operational efficiency, and contribute to revenue growth while maintaining the resort's brand integrity, guest and employee safety, and commitment to excellence. Key Responsibilities: Leadership & Strategy: Lead, mentor, and manage a team of senior leaders and department heads across all recreation services functions to build a high performing team. Develop and implement long-term strategic plans to enhance the overall guest experience and drive revenue for skier services. Establish measurable goals and OKRs for each service area, ensuring alignment with resort-wide objectives. Lead change and embed company values and behaviors (Cultivating Collaboration, Honoring Authenticity, Prioritizing Purpose, Embracing Empowerment) to reinforce desired resort and company culture. Ensure a safety-first culture that involves conducting safety inspections, training, and making decisions that follow strong safety protocols. Ski & Ride School: Oversee the ski & ride school program, ensuring high-quality instruction and safety protocols. Develop innovative programs and packages to appeal to all skill levels, from beginner to expert. Manage staffing levels, training, and certification programs for instructors to maintain a consistently exceptional teaching standard. Ticketing, Guest Services & Mountain Host Program: Oversee ticketing operations, ensuring efficient sales and distribution systems (including digital and physical platforms). Collaborate with Revenue Management on pricing strategies, promotions, and packages to maximize revenue and attract a diverse range of guests. Ensure smooth operation of ticketing and access control systems, including integrating technology to enhance the guest experience. Lead the guest services team to ensure that all guest touchpoints, from arrival to departure, meet or exceed expectations. Oversee recreation services guest feedback systems (like net promoter scores) and work to resolve issues or concerns quickly and professionally. Partner with marketing on guest loyalty programs and initiatives to foster repeat business. Oversee the mountain host program, ensuring hosts provide exceptional guest interaction and guidance on the mountain. Develop and refine mountain host training to ensure a high level of customer service and knowledge about the mountain terrain, amenities, and resort offerings. Rentals & Repair Services: Manage the rental and repair services operations, ensuring availability of high-quality gear and timely service for guests. Develop policies and systems to ensure efficient gear distribution, rental processes, and repair services. Collaborate with other departments to integrate rental services with ski school, ticketing, and other activities. Nordic & Snowshoe Center: Lead the operations of the Nordic and snowshoe center, including rental operations, trail maintenance, and guided tours. Ensure a variety of offerings that appeal to both beginner and experienced Nordic skiers and snowshoers. Drive the growth of Nordic programs, making them a significant part of the resort's year-round offering. Retail Operations: Oversee all retail operations, ensuring a diverse and high-quality selection of products that meet guest needs. Develop strategies for merchandise pricing, inventory management, and seasonal promotions to optimize sales. Ensure exceptional customer service standards in retail locations across the resort. Summer Activities, Camps & Mountain Bike School: Manage summer activities and camps, including mountain biking, hiking, adventure camps, and any other seasonal offerings. Create innovative summer programs that appeal to families, children, and adventure enthusiasts. Ensure that all summer activities are safely managed, staffed, and promoted to maximize engagement and revenue. Oversee the mountain bike school ensuring high-quality instruction for riders of all abilities. Develop and implement mountain bike programs and camps to create a year-round destination. Work with marketing to increase awareness and participation in mountain biking programs. Qualifications: Proven experience of at least 10 years of leadership roles within resort operations or similar industries, with a focus on skier services, guest experience, and revenue management. Prior Director of Snowsports School and/or Ski & Ride Schools preferred. Strong knowledge of ski area operations, customer service excellence, resort management. Understanding of seasonal business cycles and strategies to optimize revenue in off-peak times. Ability to develop and execute strategic plans, drive innovation, and lead teams towards meeting business objectives. Exceptional communication, interpersonal, and problem-solving skills. Ability to adapt to change and effectively navigate through ambiguity. Actively partner and engage with industry leaders and community partners. Strong financial and business acumen, budget management, financial reporting, and driving operational efficiencies. Passion for outdoor recreation and creating memorable experiences for guests. Strong knowledge of technology and systems related to ticketing, reservations, rentals, and guest services. Bachelor's degree or experience equivalence, advanced degree preferred. PSIA/AASI or Teaching instructional certifications with prior teaching and supervisory experience. Advanced skier or rider. English proficiency. This role requires a highly organized, forward-thinking leader with a deep passion for outdoor recreation and a commitment to creating exceptional experiences for guests. The VP will play a key role in shaping the future of Solitude and ensuring its status as a top western destination for skiing, snowboarding, and year-round outdoor activities. The expected pay range is $115,000 - $135,000 based on skills and experience. Additional package includes short term incentive plan (AIP bonus) Long term incentive plan (MIPs), company vehicle, relocation and more. Perks of Working Here: Work & Play in the Mountains: Embrace the stunning Wasatch Mountains. Connect with fellow mountain enthusiasts. Benefits: Access to select Alterra Mountain Company Destinations. Free Solitude season pass for you and eligible dependents. Discounts on solitude lift tickets for friends and family. Discounts on food, rentals, retail, and lessons. Other Perks: Comprehensive medical, dental, vision, and life insurance for eligible employees Pro deals with outdoor brands. Generous 401(k) plan with company match. Free counseling service through Employee Assistance Program.