Kirsten Lynch on guest experience
From $MTN Vail Resorts Q2 2025 Earnings Conference Call · · EARNMOAR
“We are dedicated to delivering an exceptional guest experience and will continue to prioritize reinvesting in the experience at our resorts, including consistently increasing capacity through lift, terrain and food and beverage expansion projects along with investments in technology to further elevate the guest and employee experience.”
On , Kirsten Lynch, Chief Executive Officer & Director at VAIL RESORTS INC, spoke about guest experience during $MTN Vail Resorts Q2 2025 Earnings Conference Call on EARNMOAR.
About Kirsten Lynch
Kirsten Lynch, CEO of Vail Resorts, discussed the company's fiscal 2025 second quarter results in March 2025, reporting 8% growth in resort reported EBITDA compared to the prior year. She attributed the results to the stability of the company's Season Pass Program, investments in guest experience, and team execution. Lynch noted that the company took a 7% price increase on passes for the upcoming season, citing factors including inflation, renewal rates, and price elasticity data. She stated that the company expects destination guest behavior to shift later in the season, improving trends from the current season-to-date period, but does not expect overall visitation to turn positive for the full year due to a normalization of guest participation relative to pre-COVID levels. Lynch has emphasized the company's focus on employee investment, guest experience, and long-term growth. She highlighted a $175 million investment in employees, including higher wages, benefits, leadership development, and affordable housing, as well as a capital plan of over $300 million for on-mountain improvements. Lynch described Europe as a key growth opportunity, noting the skier market there is three times the size of North America's, and stated the company is also focused on potential expansion in Asia. She acknowledged challenges, including a patrol union strike at Park City Mountain that she said did not deliver the desired guest experience, and stated the company must work to earn back loyalty. Lynch also reiterated the company's commitment to achieving zero net operating footprint by 2030.