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Assistant Operations Manager of Reservations

Date: Aug 9, 2019

Location: Park City, UT, 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 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 Manager.  This position is also responsible for collaborating with other call centers within Resort Reservations Vail for continuous improvement and development of all department staff.


Essential Job Responsibilities:

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, coaching and product knowledge 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)
  • 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 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)
  • 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)


Other responsibilities and duties as assigned.



•    College degree or relevant work experience
•    2+ years in a call center and/or hospitality sales environment
•    1+ years experience managing staff at supervisory level
•    Valid Driver’s License 
•    MS Office Suite
•    Property management software experience preferred: Inntopia, RPOS, LMS
•    Excellent command of the English language, both written and spoken
•    Flexible schedule, 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 skills

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.

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 171298

Nearest Major Market: Salt Lake City