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Assistant Manager: Call Center - Product Sales and Services - Park City

Date:  Jan 14, 2022
Location: 

Park City, UT, US

Company:  Park City Mountain
Shift Type:  Winter Seasonal 2021/2022

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.

 

As of Nov. 15, 2021, Vail Resorts will be requiring all employees across North America to be vaccinated for COVID-19.

 

Join us now and receive an end-of-season bonus of $2/hour for every hour worked!

 

 

Job Classification: Winter Seasonal

Job Type: Full Time

Location: Park City - Mountain Village 

 

We’re looking for leaders 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 7,000 feet in Park City is invigorating. 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. Park City is all about your quality of life; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team – where An Experience of a Lifetime Begins With Us!

 

Job Summary 

The Call Center Assistant Manager is an integral part of our Product Sales and Services (PSS) management team, and will manage daily operations of the call center and maintain a strong cohesive team to ensure an experience of a lifetime for all guests.  The Assistant Manager will work closely with the Manager and Senior Manager on long-term planning of PSS at Park City Mountain Resort.  This is achieved through focus on quality control, training and staff performance development, teamwork, communication, guest relations, administrative duties and self-development.  Team building through the hiring of staff from Agents to Team Leads in an integral part of the job.

 

This is an 8 Month, Seasonal Full Time Salaried Position. Typical months worked are September through April. Employee can then transfer to an hourly summer seasonal role for summer operations if they wish.

 

Job Responsibilities

  • Product Sales Management – Fully understand Ski & Snowboard School, Activities, Ticket and Season Pass offerings. Proactively communicates regarding dynamic pricing and product selections.
  • Arrival Experience - Work directly with Ski & Snowboard School, Vail Resorts Retail & Rental, and Guest Services in order to enhance and continuously improve guest arrival experience.
  • Guest Service – Anticipate and exceed guest expectations and provide all guests with an Experience of a Lifetime. Assist with monitoring Guest Experience (GX) feedback and follow up as necessary.
  • Employee Management – Hire, train and schedule staff; understand and uphold the goals and expectations of each position; coach and discipline when needed. Create a positive culture of Employee Engagement.
  • Lead Development – Cultivate cohesive team of leads to manage pod locations and staff; ensure leads provide consistent performance management and utilize all evaluation tools. Provide guidance and development for all employees to ensure their success.
  • Team Accountability – Assist with the creation, management and monitoring of department protocols and key performance indicators including guest data capture, purchase process and mobile fulfillment.
  • Financial Management – Manage staff schedule and labor to business needs and budget. Monitor supply levels and ensure supplies are ordered within budget.
  • Assist corporate IT development team in testing and implementing POS software upgrades. Facilitate product setup and proper functionality with Business & Product Solutions.
  • Contribute to safety culture, messaging and metrics; ensure locations are safe for employees and guests.
  • Ensures team complies with Vail Resorts policies regarding cash/credit card handling, audit, opening/closing, bank vault and all other sales transactions. 
  • Utilize all aspects of Vail Resorts’ Computer Systems including Guest Connect, PeopleSoft, Direct Connect and SuccessFactors.
  • Collaborate with the PSS Management Team to ensure a One PSS experience across all PSS locations.
  • Cultivate positive, working relationships across all resort departments.
  • Assume Management duties in absence of the PSS Senior Manager.
  • Embrace and participate in training and personal development opportunities.
  • Monitor overall quality of work environment to ensure experience of a lifetime for all employees.  Create a fun, positive and supportive atmosphere.
  • Data fluency is key in tracking call types and volume, and reporting out daily/weekly to the team, Manager, and Senior Manager.
  • Scheduling of staff to ensure all shifts are filled and the department does not incur excessive labor. Also, recruit staff to pick up extra shifts during busy periods to fill vacant shifts. Monitor all attendance, and Time & Labor. Work with Manager to operate to budget.
  • Work with Revenue Audit and PSS Staff to reconcile transaction errors and train staff to prevent recurring errors.
  • Review agent bookings for accuracy and to ensure a smooth guest arrival experience.
  • Work with Manager and Senior Manager to ensure all policies, procedures, and fulfillment are audited regularly.
  • Training and development of PSS Supervisors so that they can independently run the Call Center and perform daily operations.
  • Hiring of all PSS staff through collaboration with Talent Acquisition and HR to create strategic hiring plan.
  • Develop staff training programs with assistance of PSS Manager & Senior Manager.
  • Complete mid-season and end-of-season performance appraisals for direct reports.
  • Develop working relationship with Ski and Snowboard School and Mountain Activities to develop best practices for sales, check-in and guest recoveries.
  • Develop staff skillset so they are confident selling products from all lines of business including Lift Tickets, Season Passes, Lessons, and Activities.

 

Job Requirements

Required:

  • High school education or equivalent
  • Minimum of 5 years guest relations experience
  • Minimum of 2 years supervisory experience
  • Must be computer literate – MS Word, Excel, email, etc.
  • Must be comfortable and confident speaking with guests over the phone.

Preferred:

  • Previous Vail Resorts Product Sales & Services supervisory experience
  • Competent experience with Guest Connect and PeopleSoft
  • Previous Call Center experience

Employee Benefits:

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

  • Ski and Ride Passes and Coupons
  • Discounts for Ski School, Food and Beverage, Retail and Rental
  • Flexible Time Off (FTO) 
  • Epic Wellness EAP
  • Medical, Dental, Vision insurance, and a 401(k) retirement plan (eligibility starts after 750 hours of service)

 

 

Becoming part of the Park City team means you’re joining one of the best ski brands in the world. The legendary Park City mountain and town are crafted from local charm and hospitality. And living and working in Park City brings its own benefits. From the hip and friendly ski-into-town cultural scene to the unrivaled Wasatch powder of America’s largest mountain resort, Park City has a pulse that’s as charming as it is rewarding. Join our team and come experience all that Park City has to offer. www.vailresortscareers.com

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 379111


Nearest Major Market: Salt Lake City