Reservations Supervisor
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.
Vision
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.
What We Can Give You
A 401(k) program with employer match
Accrued sick time for all employees
Opportunities for Medical, Dental, Vision & Paid Vacation benefits
Remote work and/or flexible schedules for some positions
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
Essential Duties & 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
Assists guests in best understanding the Resort’s various amenity offerings & services
Provide service communication, relaying deposit/cancellation policies & processing amenity reservations deposits
Supervise Reservations Call Center Agents to ensure professional service standards are met
Work with Manager to maintain schedules – ensuring proper station coverage is available to meet the demands of the business
Provide coaching and assistance as needed to call center agents on an ongoing basis
Process weekly sales reports for periodic review by management
Ensure all company policies and best practices are being followed for call center operations
Develop ongoing training materials to motivate & educate call center agents, ensuring a positive/productive working environment within the center
Communicate Resort goals & product offerings to associates, ensuring every employee has effective knowledge of the services they are selling
Monitor periodic customer surveys – ensuring quality service standards are on target
Maximize potential revenue by following specified selling guidelines
Assist trainer in updating seasonally data information for agents
Assist in maintaining daily reporting for Jay Peak Lodging
Assist with fulfillment reporting on daily basis for online Move UP card sales
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