Reservations Supervisor

About the role

This is where we’re supposed to give you a quick introduction about working at Jay Peak. Except there’s nothing quick about what your experiences will be or what our expectations are. In summary, we will expect you to work hard, to help fellow teammates, to service the guest and to have fun. In return, we will pay you fairly, let you know (and more importantly make you feel) that you are valued, and, if you’re so inclined, work with you to help create a career.

Responsibilities

• Answers incoming & places outbound calls for lodging guest amenity reservations.
• Maintaining weekly list of guests for outbound calls during summer season to upsell into resort amenities.
• Affords guests in best understanding the Resort’s various amenity offerings & services.
• Provide service communication, relaying deposit/cancellation policies & processing amenity reservations deposits.
• Serves as supervisor for the Reservations Call Center Agents to ensure professional service standards are met.
• Works with Manager to maintain schedules – ensuring proper station coverage is available to meet the demands of the business.
• Provides coaching and assistance as needed to call center agents on an ongoing basis.
• Processes weekly sales reports for periodic review by management.
• Ensures all company policies and best practices are being followed for call center operations.
• Develops ongoing training materials to motivate & educate call center agents, ensuring a positive/productive working environment within the center.
• Communicates Resort goals & product offerings to associates, ensuring every employee has effective knowledge of the services they are selling.
• Maintains periodic customer survey’s – ensuring quality service standards are on target.
• Maximizes potential revenue by following specified selling guidelines.
• Affords assistance to the trainer in updating seasonally data information for agents.
• Affords assistance in maintaining daily reporting for Jay Peak Lodging.
• Affords assistance in fulfilling reporting on daily basis for online Move UP card sales.
• Other duties as assigned, which could be directly related, or un-related to original position.

Qualifications

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or 5 years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of Property Management Systems, strong background in Microsoft Office software.
• Knowledge of Sirius and Inntopia useful but not required.
• Must have excellent telephone etiquette and the ability to lead others to do the same.

Special Qualifications/Requirements

• Supervisory Responsibilities - Directly supervises up to 10-15 employees in the Reservations.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Education and Experience

• Directly supervises up to 10-15 employees in the Reservations.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The noise level in the work environment is usually moderate.

Resort Conditions

• This is a Winter Resort Area.
• It requires that work venues are varied, and in many cases include steep stairways, multi-level buildings and outdoor work areas, subject to very cold, sometimes wet or very sunny work sites.
• Walking surfaces are frequently frozen, sloped and slippery.
• Proper footwear is a must, indoors and out.
• Work days and hours, as well as the number of hours required will vary, with an emphasis on weekends and holidays.

Why Work at Jay Peak?

• We’re a team of good-natured folks at the heart and soul of a growing resort community.
• Our co-workers are our friends, so we happily go the extra mile for each other and our guests.
• We’re rewarded fairly for our collective efforts and encouraged to pursue individual goals.
• We’re a family, one that gets to choose its members.
• We strive for an authentic, community driven Resort that derives its vitality from the on-mountain experience, respect for its history & what has come before it, and its employees whose energy and spirit are its foundation.
• It’s not for everyone but we’re not looking for everyone-we’re looking for you.

What You'll Get

• $19.00 per hour
• Commissions of up to an additional $3.00 per hour based on Resort sales goals
• Paid Vacation & Sick Time
• Paid Maternity & Parental Leave
• Medical, Dental, Vision, Accident, Hospital Indemnity, Life & Disability Insurances
• 401k program with employer match after 9 months of employment
• Remote work and/or flexible schedules (depending on position)
• FREE or deeply discounted season passes for you and your dependents
• Employee Recognition Programs (including daily, monthly, yearly, and seniority programs)
• Seasonal employee parties
• Regular free employee breakfasts/lunches, family events, and parties
• For a full listing of employee perks both on and off-property, click here

About Jay Peak Resort

• Equal employment opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
• We are committed to the full inclusion of all qualified individuals.
• In keeping with our commitment, Jay Peak Resort will take the steps to assure that people with disabilities may be provided reasonable accommodations.