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Reservations Assistant Operations Manager

Date:  Sep 14, 2021
Location: 

Keystone, CO, US

Company:  Keystone Resort
Shift Type:  Year Round

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. www.vailresortscareers.com

 

 

The Reservations Department is responsible for driving lodging visitation and vacation essential sales for Vail Resorts. Often the first interaction for many of our guests, the Reservations Team aims to provide an easy vacation planning experience with a focus on converting sales and providing world-class customer service.

 

The Assistant Operations Manager of Reservations has oversight of the success and continued growth of the call center through effective management of the call center operations.  The Reservation Assistant Operations Manager is expected to serve customers by planning and implementing call center operations and processes while developing the team and communicating closely with the Reservation Manager and Team Managers.  This position is also responsible for collaborating with other call centers within Resort Reservations Vail for continuous improvement and development of all department staff.

 

RESPONSIBILITIES:

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

  • Be responsible for meeting call center financial objectives through training, coaching and product knowledge to maximize agent productivity and department revenue. Prepares call center performance reports by collecting, analyzing and summarizing data and trends. Initiates corrective actions while working closely with the Reservation Manager and Team Managers.  (Drive Value)
  • Manage all aspects of employee performance through training, product knowledge and discipline; administering scheduling; communicating job expectations as well as career path opportunities; planning and reviewing compensation actions; following productivity, quality and customer-service standards; identifying work process improvements. (Development)
  • Inspire trust and build strong relationships with employees across locations (Colorado, Tahoe, Park City, Vancouver etc.), and business units (Front Desks, General Managers, Revenue Management, Sales, Marketing, Corporate, Accounting, IT, the Global 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. Own the results of the Continuous Listening Surveys.  Establish action items and ensure ongoing communication of results to current and new employees.  Coach employees through to completion of action items.   (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)
  • 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)
  • Create a culture and community that engages virtual employees.  (Connect)
  • Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)

 

QUALIFICATIONS:

Required:

  • College degree or relevant work experience
  • 2+ years in a call center and/or hospitality sales environment
  • At least one year of experience managing staff at supervisory level
  • Must possess a Valid Driver’s License
  • Proficient in  MS Office Suite
  • Phone System software experience—Navis
  • Excellent command of the English language, both written and spoken
  • Exceptional time management and attention to detail.
  • High level of interpersonal communication and a focus on customer service skills.
  • Demonstrated leadership in building high-performance teams. Training, coaching and follow through.
  • General math skill
  • Must have a flexible schedule and be able to work nights, weekends and holidays as needed

Preferred:

  • Property management software experience preferred: Inntopia, IQWare, RPOS

 

The budgeted range starts at $43,000 - $49,450.  Actual pay will be adjusted based on experience.

 

The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 

 

Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 
 

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 344847


Nearest Major Market: Denver