We are looking for a Reservations Supervisor to oversee the daily operations of the Activities & Reservations Call Center at Jay Peak Resort. The supervisor will be responsible for managing staff, scheduling, software and system upkeep, accounting-related tasks, and maintaining clear and consistent departmental communication. The role requires a strong background in Property Management Systems, Microsoft Office software, and excellent telephone etiquette. The supervisor will also be responsible for supervising up to 10-15 employees, interviewing, hiring, and training employees, and appraising performance.
Requirements
- Answer incoming & places outbound calls for lodging guest amenity reservations.
- Maintain weekly list of guests for outbound calls during summer season to upsell into resort amenities.
- Assist 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 survey’s – 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.
Benefits
- 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
