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Reservations Lead Agent - Central Reservations Team - Year Round

Date: Jun 11, 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 Reservations Lead Agent assists in the daily supervision and operations of the Central Reservations call center.  This person facilitates the successful operation of the department’s functions by managing call volume, providing agent assistance, handling guest issues, and working with both internal and external departments to provide an Experience of a Lifetime to our guests.  Join our team today and enjoy perks such as a Free Epic Pass for you and your dependents (currently includes full access to free mountain activities, gondola rides, employee golf rates, and more!), Medical, Dental, Vision, & 401-k, free leadership and development classes, retail, restaurant, and lodging discounts, and more!

Additional Responsibilities Include, but are not limited to:

  • 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.
  • Manage call volume to achieve departmental goals including assisting agents, communicating with backup resources, and taking backup calls while following an established sales script to convert bookings.
  • Communicate with guests, employees, and other departments in a positive, productive, and efficient manner.
  • Support agents through coaching and training to increase knowledge and performance.
  • Provide feedback to management regarding both positive and negative issues impacting department performance.
  • Inspire trust and build strong relationships across various departments such as hotel Front Desks, Guest Services, Ski School, Retail & Rental shops, Ticket Sales, etc.


  • College degree preferred.
  • Call center, hospitality, or sales experience required.
  • Previous supervisory experience preferred.
  • Data entry experience preferred.
  • Microsoft Office Suite experience and knowledge required.
  • Property management software experience preferred: Tour Partner, RPOS, LMS.
  • Excellent command of the English language, both written and spoken.
  • Must be able to work on the phone and computer for long periods of time.
  • Flexible schedule, exceptional time management, and attention to detail.
  • High level of interpersonal communication and a focus on customer service skills.
  • The ability to multitask.

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 169149

Nearest Major Market: Salt Lake City

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