Reservation Sales Supervisor - Flex Year Round

Who We Are:  At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.  

Perks & Benefits:

• Free season pass to Winter Park and all Alterra Resorts
• Discounted friends & family tickets
• Medical, dental, vision, life, paid parental leave and more for eligible employees
• 401(k) plan with 100% company match - up to 4%
• Mental health resources for all employees
• Food & beverage and retail discounts 
• Onsite employee childcare based on availability
• Discounted equipment rentals, pro-deals, and more

POSITION SUMMARY:

The Reservation Sales Supervisor is responsible for overseeing reservation sales operations in a manner that optimizes guest service and achieves Central Reservations/Call Center revenue goals and objectives. The supervisor is responsible for coordinating training, managing, and evaluating agents; they will manage staff scheduling, oversee communication with Resort Guest Service Supervisors, perform extensive daily decision making, observe all privacy protocols, assist staff with special circumstances, maintain accurate, complete and current product and pricing information, handle complaints and deliver consistent problem solving. Key responsibilities include: managing labor expenses, align staffing to manage call volumes, competency of sales staff, productivity, accuracy, professionalism, quality, ideas for growing business, and improving operations. As an integral part of the Call Center management team, the supervisor contributes to Call Center departmental planning, evaluations, and operations.  The Supervisor consistently follows Intrawest/Winter Park Resort policies and procedures set forth in the Employee Handbook.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

ESSENTIAL DUTIES:

• Oversee and monitor daily Reservation Sales Agents (RSA) reservation sales activity to ensure maximum productivity and the highest call quality standards.
• Assist in recruiting, interviewing and hiring RSA.
• Coordinates with Central Reservations Trainer on initial training classes and ongoing training for RSA and other Central Reservations employees to include computer and telephone systems skills, telephone sales techniques and skills, and Resort/CenRes subscriber product knowledge.
• Develop and implement RSA sales incentive and retention programs.
• Design and implement policies and procedures that ensure competency, productivity, and efficiency of staff.
• Conduct daily activities that account for proper staffing levels, coach employees for high performance, ensure timeliness and accuracy of reports, disseminate information and handle extraordinary circumstances.
• Conducts monitoring sessions with individual agents and prepares contact reports outlining strengths/weaknesses of individual RSAs to maintain and grow agent’s skill and productivity levels. Maintains contact reports in RSA’s files to track progress.  
• Works with Call Center Managers to identify and correct deficiencies through recurrent training of RSAs.
• Works to resolve customer service issues with lodge and activity subscribers.
• Participate in analysis of trends within the service industry that seek to upgrade the quality of the guest’s experience.
• Bring valuable ideas to the sales operation. Implement those that better satisfy guest expectations.
• Monitors and reports any equipment or operating systems deficiencies in relation to the efficient operation of the reservations floor.
• Meets and communicates with RSA team members on a regular basis to ensure that each RSA is knowledgeable and informed.
• Facilitate participation in product knowledge opportunities. Develop teamwork intra-departmentally.  Promote coordination and cooperation.
• Demonstrated problem solving and conflict resolution skills.
• As phone volume dictates, assist Reservations Sales Agents, including answering calls, following up with sales leads, performing changes and cancellations.
• Serve as Manager on Duty at designated times and in the absence of Call Center Director and other Call Center management staff.
• Other duties as assigned.

REQUIRED QUALIFICATIONS:

• Strong computer skills in Microsoft Office or equivalent, the Internet, desktop publishing and experience with hospitality reservation systems. Can learn quickly those applications not known.
• Knowledgeable in computerized point-of-sale systems and call center telephone systems.
• Demonstrated problem solving and conflict resolution skills.
• Is creative & extremely flexible.  Can conceptualize ideas.  Can think “outside the box.”  Has the ability to implement ideas.
• Multiple languages are advantageous.
• Able to use standard office equipment including printers, fax, copiers, PC, 10-key, desk phone.

EXPERIENCE REQUIREMENTS:

• Minimum of three years’ experience in a reservations/call center role, office administration, guest service role, preferably in a supervisory capacity.
• General supervisory experience.
• Familiarity with mountain resort and travel industry reservation systems and procedures, and Winter Park vacation products desirable.
• Demonstrated ability to work in a team environment.

EDUCATION REQUIREMENTS:

• High School Diploma or General Education Development
• College degree preferred.

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

hourly pay range: $22.00-29.00

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

WORKING CONDITIONS:

• Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.
• Hazardous Materials/Noise: The noise level in the workplace is usually moderate.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.

Application Deadline: Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 3 business days from the posting date listed above. This position is open and still accepting applications.

Salary : $22 - $29