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Crested Butte Reservations Manager - Full Time Year Round - Crested Butte, CO

Date: Jan 2, 2019

Location: Crested Butte, CO, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Reservation Manager


Own the strategy and success of the central reservation department Crested Butte Resort for both telephone and online sales. The Reservation Manager is expected to serve customers by planning and implementing call center strategies and operations; improving systems and processes while managing staff.  This position is also responsible for the department’s on-boarding and continuous development of all department staff.


Our mission is to create the “experience of a lifetime” not only for our external guests, but also for our internal stakeholders. Through Vail Resorts’ Core Leadership Competencies, the Reservations Manager will:

  • Responsible for meeting call center financial objectives through training, and developing coaching plans to maximize agent productivity and department revenue.   Prepares call center agent performance reports by collecting, analyzing and summarizing data and trends. Initiates corrective actions while working closely with the Reservation Manager.  (Drive Value)
  • Accomplishes call center sales and customer service objectives with coaching, and developing employees through training, sales techniques, product knowledge and discipline; administering scheduling; communicating job expectations as well as career path opportunities; planning and reviewing compensation actions; following production, productivity, quality and customer-service standards; identifying work process improvements. (Development)
  • Inspire trust and build strong relationships with employees and across locations (Colorado, Tahoe and the Canyons), and business units (Sales, Marketing, Corporate, Accounting, IT, the International Sales Desk, Ski and Ride School, Ticket Office and Rental Departments).  Leverage relationships and communicate effectively to influence key business decisions and processes.  (Connect)
  • Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome. (Passion)
  •  Maintains professional and technical knowledge of call center operations and sales processes.   Attends educational workshops and training courses; follows key industry and call center trends; participates in departmental/company-wide initiatives to drive internal and external customer experiences. (Out Front).
  • Explore/pilot new and innovative systems and ideas in the department to improve efficiency and success of training, coaching, sales and operations. (Re-Imagine)

There’s nothing like ski town life in the heart of the Rocky Mountains. You’ll get to live and play in the heart of paradise—and work with some of the friendliest coworkers in the Gunnison Valley. In fact, our guests repeatedly tell us that it’s the welcoming smiles, upbeat attitudes, and friendly vibe that bring them back to Crested Butte (in addition to the great skiing, of course).

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 164076

Nearest Major Market: Colorado

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