[Hiring] Reservations Operations Manager @Alterra Mountain Company

Role Description

As the Reservation Operations Manager, you'll work across all of our markets — unlike our Team Leaders, who each own designated markets, you'll float wherever the team needs you most. That means overseeing daily operations across the board, stepping in to cover Team Leader responsibilities when they're out of office, and carrying your own management duties alongside. You'll be the connective tissue of our reservations team.

You will participate in holding our agents accountable to upselling products and features we offer, take on the more complex customer requests, and — most importantly — make sure our customers are excited for their ski vacation.

Our call center is open 8 am - 6 pm Mountain Time, 7 days a week.

Qualifications

• Previous management experience required
• Previous call center experience preferred, not required

Requirements

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems – we’ll train you on our tools)
• Reliable high-speed internet and a quiet home workspace
• Availability for weekend and holiday shifts, our busiest periods
• Daily operations are divided into 8 am - 4 pm or 10 am – 6 pm shifts (time zone is defaulted to Mountain Time)
• Start date of Sept 19th
• We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming

Primary Responsibilities

• Monitor agents’ tasks, shared email inbox, and phone time accountability
• Create weekly schedule; ensure coverage will align with task organization
• Lead 1:1s with agents, providing constructive feedback and channeling their input upward
• Collaborate on initial and ongoing reservations agent training
• Lead sections of team meetings and represent reservations in local ops meetings
• Answer team’s questions and concerns

Secondary Responsibilities

• Jump in directly with customers during busy periods, walking them through the reservation process
• Support emails and voicemails during busy periods
• Align with our local shops to assist with any modifications, switch outs, pickups and to maximize revenue during peak periods
• Ensure brand standards are met in each conversation to maintain our award-winning customer service

Benefits

• Free Alterra Mountain Company Employee pass
• Unlimited access to all Alterra Mountain Company owned resorts
• Ability to upgrade to full Ikon Pass at heavily discounted rate
• Ability to ski regularly (barring blackout dates at Deer Valley)
• Access to 645+ industry discounted brands through Expert Voice
• Discounted access to Rossignol/Dynastar/Lange equipment
• 401K benefit and match for ALL staff members over 18 years old
• Local ski pass reimbursement of up to $500 – in order to be eligible for reimbursement, you must work through your agreed upon end date