Vice President Guest Services and Sales

Loon Mountain Ministry - Lincoln, NH

Full-time - Senior

Lincoln, NH

About the position

The Vice President of Sales and Guest Services is a critical leadership role at Loon Mountain's ski resort in New Hampshire, responsible for driving guest satisfaction and sales performance. This position requires a dynamic individual to oversee daily operations and implement strategic initiatives across multiple departments, ensuring alignment with financial goals and enhancing the overall guest experience.

Responsibilities

• Actively collaborate with the Resort Senior Team on operations, guest service, daily resort capacity, sales, safety, team member relations, and overall sales strategy.
• Guide the Ticket Manager to ensure efficient operations across Tickets/Snowsports Desks, Season Passes, Central Reservations, Concierge, and Product Management teams.
• Develop and implement sales plans, foster relationships, and manage budgets in coordination with the Directors of Marketing, Lodging Properties, and the sales team.
• Oversee the Retail Manager to ensure efficient operations for current and future retail stores.
• Assist the Resort Host Manager in maintaining efficient operations for Resort Hosts.
• Coordinate with the Guest Service Ambassador to manage BSA evaluations and respond promptly and courteously to Medallia Guest Comments on a semi-daily basis.
• Hire, train, supervise, and motivate the Guest Services team, overseeing administrative functions such as file organization, procedures, database maintenance, client lists, deposit schedules, contracts, tracking, and reporting sales results.
• Actively participate in sales activities, develop and implement programs to increase sales, and maintain positive relationships with clients.
• Develop and implement ski and travel show schedules, including staffing and organization, and manage large-scale sales events such as the New Hampshire Highland Games Festival.
• 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.
• Ensure alignment and optimization through product creation, redemption, and transaction flow, driving success and collaboration with all ancillary revenue departments.
• Ensure accurate and current information is provided to guests by maintaining comprehensive knowledge of resort operations and training staff in effective communication.
• 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.
• Serve as a member of local boards such as the Western White Mountain Chamber of Commerce and White Mountain Attractions.
• Achieve service level objectives and department goals as set by the immediate supervisor.

Requirements

• 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.

Benefits

• Unique opportunity to lead and innovate within a premier ski resort in New England, ensuring exceptional guest experiences and driving sales success.