Shape the Future of a World-Class Mountain Community:  Employee and Guest Experience Manager: Housing, Service & Innovation

The Town of Vail is seeking a dedicated and talented individual to join our Human Resources team as an

Employee and Guest Experience Manager: Housing, Service & Innovation

How to Apply:
To be considered, please submit the following:

• A resume

• A cover letter outlining your interest in the position

• A completed Town of Vail employment application

We are seeking qualified and serious applicants only. If you are not willing to relocate to Vail, please do not apply

Position Summary

As an integral member of our highly collaborative and supportive Human Resources team, you will be responsible for the oversight of the Excellent Customer Service and Internal Housing Program functions, as well as Internal Innovation Initiatives of the Town of Vail.  For success you will play a vital role in program creation and implementation of programs that tie to Town-Council goals with critical impacts in community and employee satisfaction.  There will be focused effort towards the administration of Employee Recognition programming, InnoVail team, with relationships focused on partnering with Economic Development & Tourism Department on a community-wide customer service training program. 

This job will allow you to grow! Here we illustrate those opportunities by priority.  First, starting with our housing program, your time will be given to the creation and development of policies and programs.  Second, managing the Town's Excellent Customer Service Initiatives, and then once those are established, your time will be spent in recognition and innovation.  

Essential Duties of the Job

First Priority: Internal Employee Housing Program

• This position will partner with internal TOV resources (employees, supervisors, property manager, housing department, etc.) to continue to build and implement a successful housing program for Town of Vail employees.

Second Priority: Excellent Customer Service & Culture Ambassador

• Manages the Town’s Excellent Customer Service Initiatives including the programming of both external-facing and internal town services.

Third Priority: Employee Recognition and Innovation Officer

• Manages the employee recognition programs, including retirements, longevity and other bonuses and oversees the InnoVail team, including bringing new ideas and solutions to a “ready to implement” phase.

Knowledge, Skills and Abilities

• Working knowledge in workplace policies and program development (HR, Communications, leadership development)
• Understanding of the employment and housing laws and regulations, including ADA compliance
• Adept in understanding employee and guest needs, fostering positive interactions and driving continuous improvement
• Cultivate strong internal and external relationships for partners and service providers to ensure effective service delivery and attainment of performance metrics.
• Knowledge of and proficiency in modern office practices, procedures, equipment, and software
• Strong written and verbal communication skills including proficiency with spelling, punctuation, grammar
• Strong presentation skills and people skills
• Ability to make decisions in absence of supervisor
• Exercises a high degree of independent judgment and the ability to communicate and maintain effective relationships with department heads, town staff and the public; displays diplomacy and tact in professional communications with stakeholders.

Education, Experience and Certificates

A bachelor’s degree from an accredited college or university with major course work in communications, human resources, business administration, or a related field required. An equivalent combination of educations and/or experience may be considered.  At least five years of leadership experience in managing employee and/or community programs is essential.  Experience working with employer housing and/or property management functions is strongly preferred.

Are you interested in living and working in Vail, CO?  Vail, which is centrally located in the Rocky Mountains, offers easy access to Denver (100 miles to the east) and is surrounded by the White River National Forest, offering world class outdoor activities in summer and winter (skiing, snowboarding, hiking, biking, white water).

When asked, most of our employees say that working for the Town of Vail feels like family.  Our values-based culture is nurtured by the employees’ strong desire to foster teamwork, take ownership in Vail’s future and an overall pride for serving their community.  Let’s not forget that our efforts not only benefit the community but also allow us to enjoy the spectacular amenities and culture in the Vail Valley which we call home! To find out more about our community, please visit our website www.vailgov.com and click on Vail Information.

Year-Round Benefits

The Town of Vail offers an excellent benefits and compensation package to our Full-time employees. This includes health and dental coverage, town-funded retirement, 457 pre-tax savings plan, life/survivor insurance, tennis pass, golf pass and other ski pass/wellness benefits. 

What’s more, the town offers many other benefits to help employees make Vail their “home” including employee housing options, home buyer/renter assistance programs, day care assistance, education reimbursements, professional development opportunities and much, much more