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Reservations Assistant Manager - Call Center Operations

Date: Mar 14, 2019

Location: Keystone, 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.

The Call Center Operations Assistant Manager has oversight of the success and continued growth of the Summit County Reservations call center.  This position owns the hiring, training, coaching, development and discipline of Reservations employees.  It requires customer service excellence as well as close communication with the Operations Manager to develop and implement plans to achieve departmental goals.


  • Meet call center sales objectives through collaborative efforts with the Sales Manager and Team Manager. Prepare call center agent performance reports by collecting, analyzing and summarizing data and trends. Initiate corrective actions while working closely with the Reservations Manager. Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)
  • Manage all aspects of employee performance through coaching, developing and disciplining employees. Communicate job expectations as well as career path opportunities.  Follow production, productivity, quality and customer-service standards and identify work process improvements. (Development)
  • Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, SSV, Ticket Office, Golf Courses), Call Centers (ISD,IED, Online) IT, Travel Services and the Training Dept.  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. Own the results of the Employee Engagement Survey.  Establish action items and ensure ongoing communication of results to current and new employees.  Coach employees through to completion of action items.  (Passion)
  • Maintain professional and technical knowledge of call center operations and sales processes.  Attend educational workshops and training courses.  Follow key industry and call center trends as well as participate in departmental/company-wide initiatives to drive internal and external customer experiences.  (Out Front)
  • Re-imagine aspects of the Assistant Manager, Lead & Reservations Agents’ roles that could be improved upon to create Experiences of a Lifetime for our guests and improved efficiency for our department. (Re-Imagine)
  • Monitor agent performance and report on overall performance of Keystone and Breckenridge in the Vacation Rental markets as it relates to lead management.  Ensure agents are meeting response time goals to email inquiries and conducting follow up calls to maximize booking opportunities. (Drive Value)


Job Requirements:

  • College Degree or relevant work experience
  • 2+ years in a call center and/or hospitality environment
  • 1+ years of prior supervisory experience of at least five or more employees required
  • Valid Driver’s License
  • Microsoft Office Suite
  • Property management software experience preferred: Tour Partner, RPOS, LMS
  • Lead management software experience preferred: Navis
  • Excellent command of the English language, both written and spoken; Spanish a plus
  • Flexible schedule, exceptional time management and attention to detail.
  • High level of interpersonal communication and a focus on customer service skills
  • Training, coaching, and follow through.
  • General math skills
  • Knowledge of Keystone Resort - Preferred


We’re looking for team members who are passionate about their work and the world around them, who take pride in ensuring our guests receive the best possible service and who bring a sense of self and fun to all they do. Life at 9,280 feet in the sky is a little different. With our crisp Rocky Mountain air and boundless options for adventure and exploration, you can join a community who loves where they live and loves what they do. Keystone will be your home away from home; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team – where A Mountain of Possibilities awaits.

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 166399

Nearest Major Market: Denver

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