Vice President Guest Services and Sales - Loon Mountain

The Vice President of Sales and Guest Services is a critical leadership role at our ski resort in New Hampshire, responsible for driving guest satisfaction and sales performance. As a member of the Loon Mountain’s Senior Team, this position requires a dynamic individual to oversee daily operations and implement strategic initiatives across multiple departments.

• Daily Engagement: Actively collaborate with the Resort Senior Team on operations, guest service, daily resort capacity, sales, safety, team member relations, and overall sales strategy.
• Guest/Team Member Operations: Guide the Ticket Manager to ensure efficient operations across Tickets/Snowsports Desks, Season Passes, Central Reservations, Concierge, and Product Management teams.
• Sales Office Management: Develop and implement sales plans, foster relationships, and manage budgets in coordination with the Directors of Marketing, Lodging Properties, and the sales team. Set goals and objectives for the department.
• Retail Operations: Oversee the Retail Manager to ensure efficient operations for current and future retail stores.
• Resort Hosts: Assist the Resort Host Manager in maintaining efficient operations for Resort Hosts.
• Guest Service Evaluations: Coordinate with the Guest Service Ambassador to manage BSA evaluations and respond promptly and courteously to Medallia Guest Comments on a semi-daily basis.
• Team Leadership: Hire, train, supervise, and motivate the Guest Services team. Oversee administrative functions, including file organization, procedures, database maintenance, client lists, deposit schedules, contracts, tracking, and reporting sales results.
• Sales Activities: Actively participate in sales activities, develop and implement programs to increase sales, and maintain positive relationships with clients. Organize and staff information and sales booths at trade shows and events, and make presentations to potential clients.
• Show and Event Management: Develop and implement ski and travel show schedules, including staffing and organization. Manage large-scale sales events such as the New Hampshire Highland Games Festival. Collaborate with ski shops and area lodges to promote the resort.
• Ticket and Season Pass Maximization: Work closely with the VP of Finance, VP of Marketing, and General Manager to maximize ticket and season pass usage, ensuring alignment with financial goals and marketing strategies
• Alignment and Optimization: Ensure alignment and optimization through product creation, redemption, and transaction flow. Drive success and collaboration with all ancillary revenue departments (e.g., Rentals, Snowsports). Strengthen the guest service journey through the sales transaction and redemption process.
• Information Accuracy: Ensure accurate and current information is provided to guests by maintaining comprehensive knowledge of resort operations, including group lodging, package rates, recreational activities, guest amenities, and services. Train and assist staff in communicating this information effectively.
• Communication and Participation: Maintain effective communication with eastern resort departments by participating in management meetings, local association meetings, sales meetings, forecast meetings, pricing/planning meetings, and training programs.
• Community Involvement: Serve as a member of local boards such as the Western White Mountain Chamber of Commerce and White Mountain Attractions.
• Performance Goals: Achieve service level objectives and department goals as set by the immediate supervisor.

• ·         Proven leadership experience in a guest service or sales role within the hospitality or ski resort industry.
• ·         Strong organizational, communication, and interpersonal skills.
• ·         Ability to manage multiple departments and teams effectively.
• ·         Experience in developing and implementing sales strategies and plans.
• ·         Knowledge of resort operations and guest service best practices.

Supervisory Responsibilities:

Directly supervises 1-4 employees in the Group Sales Department.  Oversees responsibilities in Central Reservations, Ticketing, Seasons Pass, Desk, and Retail departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and Experience:

Associate's degree or equivalent or technical school; minimum of 5 years sales management and supervisory experience in the hospitality industry; or equivalent combination of education and experience.

This position offers a unique opportunity to lead and innovate within a premier ski resort in New England, ensuring exceptional guest experiences and driving sales success.