A wonderful home away from home is central to a perfect Deer Valley Resort vacation. To make sure guests have long-lasting memories of their ski getaway, James “Jamo” O’Reilly, General Manager of Black Diamond Lodge, ensures that his staff love what they’re doing and leave no stone unturned to exceed their guests’ expectations. I recently had a chance to visit this stunning property and asked Jamo the secret behind a perfect stay.
JF: What a beautiful lodge, Jamo!
Jamo: Thank you.
JF: What services do you provide for Deer Valley Resort guests?
Jamo: In the winter, we operate Black Diamond Lodge like a hotel. We have a fully staffed front desk from 7 a.m. to 11 p.m., we offer concierge service five days a week and our guests have access to our shuttle service throughout the Park City area. They also have two ski valets at their disposal to help them from their lockers to the mountain; we also have a full housekeeping department that offers daily housekeeping.
JF: How large are your units?
Jamo: Our units range from 3,000 to 4,800 square feet and feature one to four bedrooms. In addition, the larger units offer lots of extra common areas and many of them have an additional living room, entertainment or play area. All of the Black Diamond Lodge residences have outdoor decks with mountain views. Easy access to the slopes, the ski school and many other Deer Valley Resort services make Black Diamond Lodge a perfect choice for families.
JF: What did you do before becoming Black Diamond Lodge’s general manager?
Jamo: I spent 20 years working at Rustler Lodge at Alta Ski Area. My career path is a classic “Utah ski bum story.” As a teenager, I moved to Alta from Rhode Island and worked several years in maintenance. I then went back to school to get my degree to become a school teacher, but it didn’t work out, so I returned to Alta and spent another eight years as the Assistant General Manager at the Alta Rustler Lodge. Since my wife and I always had the dream of moving to Park City, that goal materialized four year’s ago. I first worked at a few different properties, one of them being The Deer Valley Club two years ago. I began working at Black Diamond Lodge in April of 2014.
JF: What did you do when you started at The Deer Valley Club?
Jamo: I was a night supervisor; I stayed in that position for a little over a year and was promoted to Assistant General Manager of the Deer Valley Club prior to my becoming General Manager of Black Diamond Lodge.
JF: With so many hospitality companies around Park City, why choose a position with Deer Valley Resort?
Jamo: Deer Valley Resort has an incredible reputation as a fantastic employer. This was the ideal choice for me.
JF: Did your expectations come to fruition?
Jamo: Absolutely! I took a pretty big career risk when I accepted the night supervisor position at The Deer Valley Club; it was a step down from the position I held before. It was the leap of faith needed to get my foot in the door at Deer Valley Resort and today I could not have asked for anything better. Within two years, I find myself the General Manager of this beautiful property, I’m thrilled!
JF: The cream always rises to the top!
Jamo: I don’t know if I fully deserve this promotion but I did my very best to get it. To complement my professional experience, I once again returned to school, went through the Executive MBA program at the University of Utah and graduated in 2010. This has also helped me along in my career with Deer Valley Resort.
JF: Even though you’ve been in the hospitality industry for quite a long time, are there elements that you’ve learned through your association with Deer Valley Resort?
Jamo: Most of my past experience was with a privately owned hotel, working for one individual owner in a small business environment. Working here is quite different. First of all, the properties are owned by individual owners. Then, I must also work with a homeowners association. All of of this has taught me to earn the trust, not only of the guests, but that of all the homeowners as well.
JF: How have you been doing in managing the varying interests between homeowners and guests?
Jamo: I drew from the fact that integrity is part of the Deer Valley core values. If you follow your heart, do what’s right, strive for full transparency and disclosure between homeowners, guests and the resort, everyone gets their fair share.
JF: As your Deer Valley career has evolved, what kind of support did you receive from the company?
Jamo: Jeff Bennett, the General Manager of the Deer Valley Club, has been a fantastic mentor. I wouldn’t be in my position if it were not for the help and support Jeff gave me along the way. I’ve also spent a lot of time with Kim McClelland, the Director of Lodging, who has been another wonderful mentor. Another benefit of working for a very well established organization like Deer Valley Resort is having access to their Human Resources department, another priceless resource; this too, helped me succeed in my position.
JF: On the subject of human resources and potential employee positions, what would you say to individuals considering employment with Deer Valley Resort?
Jamo: I would say that it’s a wonderful place to work, packed with great opportunities. The working environment is extremely rewarding and always positive. Of course, the skiing is fantastic and the employee benefits are incredible.
JF: Are there specific qualities that can accelerate the career path of an employee?
Jamo O’Reilly: You just have to be honest, hard-working, responsible and reliable. The hospitality work is not that difficult. You just need to show up, have a good attitude, be smart, make good decisions and feel happy with what you’re doing. It’s rewarding to be able to provide a positive experience to the guests and be part of making their vacation a success.
JF: From your perspective, what constitutes the Deer Valley Difference?
Jamo: It’s the fact that our employees are empowered and encouraged to offer a personal touch and have a personal connection with our guests. This is what translates into the seamless, perfect experience our guests enjoy. It begins when they check into our properties, reserve their activities, instantly access the chairlift, enjoy great food and it ends a with a fun evening with family and friends. When all is said and done, the Deer Valley Difference boils down to the fact that every employee has the possibility of having a great impact on someone’s experience at Deer Valley. They just need to keep it in mind and run with it!