Sales & Reservations Agent - Winter 26-27

About the role

The Ski & Snowboard School Sales & Reservations Agent serves as a key point of contact for guests, helping them plan and book their on-mountain experiences with professionalism, warmth, and accuracy. This role is central to delivering an exceptional guest journey — from the first inquiry to the final reservation. In a fast-paced, evolving environment, the Agent ensures every interaction reflects our commitment to world-class service. While guest experience is the primary focus, the role also provides essential support to Ski & Snowboard School staff and operations.

Responsibilities

• Deliver exceptional guest service by actively engaging with guests and selling Ski & Snowboard School products, including lessons, lift tickets, season passes, equipment rentals, and seasonal activities, ensuring each guest receives tailored recommendations
• Promote the Ski & Snowboard School and Pros by sharing in-depth knowledge of offerings, crafting personalized experiences, and driving sales through effective upselling and cross-selling strategies
• Build relationships with guests by offering personalized service, answering questions, and ensuring all guest needs are met before, during, and after their booking experience
• Support guests through seamless booking by assisting with reservations, addressing inquiries, and providing clear, accurate information on available products and services
• Maintain expert knowledge of all products and services within the Ski & Snowboard School and mountain offerings, staying current on seasonal programs, changes, and special events to better inform guests
• Utilize professional sales techniques to identify and meet the needs of each guest, drive conversion, and enhance guest satisfaction
• Ensure clear and timely communication with guests and team members, whether in-person, over the phone, or through email, to guarantee smooth operations and exceptional service
• Troubleshoot guest concerns by identifying solutions in real-time, and escalating to management when necessary to resolve any issues promptly
• Collaborate with internal teams to ensure cross-departmental communication and support for a seamless guest experience from start to finish

Qualifications

• Education & Experience Requirements: High school diploma or equivalent required; bachelor's degree preferred. Minimum of 1 year of experience in customer service, sales, or reservations, preferably in a hospitality or resort environment required. Minimum of 1 year of experience with phone and email communication in a professional setting required. Previous experience with sales targets or performance goals preferred.
• Knowledge, Skills & Abilities: Fluent in English, with excellent verbal and written communication skills required; knowledge of additional languages is a plus. Proficient in Microsoft Office (Outlook, Word, Excel) with the ability to quickly learn and navigate internal reservation and point-of-sale systems. Familiarity with sales techniques such as upselling, cross-selling, and uncovering guest needs to match them with the right products and experiences. Knowledge of resort operations or mountain products, especially Ski & Snowboard School offerings, or the ability to learn quickly and share information confidently with guests. Typing speed of 50 WPM or higher with strong attention to accuracy and detail, supporting efficient and seamless guest interactions. Outstanding interpersonal and customer service skills, with the ability to create genuine connections and deliver warm, personalized service. Confident, guest-focused communicator with the ability to guide conversations, anticipate needs, and ensure every guest feels valued and well-informed. Strong organizational and multitasking skills to manage reservations and guest inquiries while maintaining high service standards. Ability to stay composed and solutions-oriented in high-pressure situations, turning challenges into opportunities to enhance the guest experience. Ability to work both independently and collaboratively, always keeping the guest journey top of mind. Professional, positive, and service-driven demeanor in every interaction, creating a welcoming and trusted environment for guests.

Job Benefits

This position is classified as a seasonal full-time position eligible for the following benefits: Paid Time Off Programs, Paid Leave Programs, Employee Ski Pass and Dependent Ski Passes, and other company perks.