Sugarloaf Mountain Corporation
Vice President Guest Services and Sales
Sugarloaf Mountain Corporation, Manchester, New Hampshire, United States,
Overview
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. This position requires a dynamic individual to oversee daily operations, engage with senior leadership, and implement strategic initiatives across multiple departments.Responsibilities
Essential Duties and Responsibilities: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.Qualifications
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.This position offers a unique opportunity to lead and innovate within a premier ski resort, ensuring exceptional guest experiences and driving sales success.Responsibilities to Safety
Protect the safety of self, co-workers, and Loon Mountain Resort guests at all times.Report any potentially harmful equipment or situations to the immediate supervisor.Report safety-related accidents and incidents at once to immediate supervisor.Follow all company and department safety policies and procedures.Operate equipment in a safe manner.Drive in accordance with the law and Loon Mountain Resort policies.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.Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Education and/or 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.Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.Mathematical Skills
Basic math skills required.Reasoning Ability
Ability to apply common sense understanding and to solve practical problems.Certificates, Licenses, Registrations
None ListedPhysical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk and be available to rotate around the Resort. Required to stand and use hands to finger, handle, or feel.
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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. This position requires a dynamic individual to oversee daily operations, engage with senior leadership, and implement strategic initiatives across multiple departments.Responsibilities
Essential Duties and Responsibilities: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.Qualifications
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.This position offers a unique opportunity to lead and innovate within a premier ski resort, ensuring exceptional guest experiences and driving sales success.Responsibilities to Safety
Protect the safety of self, co-workers, and Loon Mountain Resort guests at all times.Report any potentially harmful equipment or situations to the immediate supervisor.Report safety-related accidents and incidents at once to immediate supervisor.Follow all company and department safety policies and procedures.Operate equipment in a safe manner.Drive in accordance with the law and Loon Mountain Resort policies.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.Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Education and/or 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.Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.Mathematical Skills
Basic math skills required.Reasoning Ability
Ability to apply common sense understanding and to solve practical problems.Certificates, Licenses, Registrations
None ListedPhysical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk and be available to rotate around the Resort. Required to stand and use hands to finger, handle, or feel.
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