Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
6/15/2017
Job Category:
Sales
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Call Center Assistant Manager - Central Reservations - Year Round - Keystone, CO
Vail Resorts | Dillon, Colorado
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Job Description

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 50 most innovative companies as named by Fast Company, and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

The Assistant Manager has oversight of the success and continued growth of the central reservations call center for Vail, Beaver Creek, Breckenridge and Heavenly Tahoe.  This position owns the hiring, training, coaching, development and discipline of Reservations employees.  It requires customer service excellence as well as close communication with the Operations Manager to develop and implement plans to achieve departmental goals.

 

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

  • Meet call center sales objectives through collaborative efforts with the Sales Manager and Sales Coach. Prepare call center agent performance reports by collecting, analyzing and summarizing data and trends. Initiate corrective actions while working closely with the Operations Manager. Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)
  • Accomplishes call center human resource objectives by recruiting, coaching, developing and disciplining employees; administers scheduling systems; communicates job expectations as well as career path opportunities; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; follows production, productivity, quality and customer service standards; identifies work process improvements. (Develop)
  • Development of the Lead Agents and Vacation Coordinator’s, focusing on growth, leadership and bench strength. (Develop)
  • Inspire trust and build strong relationships across business units such as Accounting, Mountain Operations (Ski School, Vail Resorts Retail, Ticket Office, Golf Courses), Call Centers (ISD,IED, Online, Keystone & Breckenridge Hospitality) IT, Travel Services and the Training Dept.  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)
  • Maintain professional and technical knowledge of call center operations and sales processes.  Attend educational workshops and training courses.  Follow key industry and call center trends as well as participate 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)
  • Additional hours may be required based on office volume within the entire department including phone volume and other projects including heavy arrival days and budget activities.

 

Job Requirements:

  •  College Degree or relevant work experience
  • 2+ years in a call center and/or hospitality sales environment.
  • 2+ years of supervisory experience of at least five employees
  • Valid Driver’s License
  • Microsoft Office Suite
  • Property management software experience preferred: Tour Partner, RPOS, LMS
  • Excellent command of the English language, both written and spoken; Spanish a plus
  • Flexible schedule, exceptional time management and attention to detail.
  • High level of interpersonal communication and a focus on customer service skills.
  • Strategic staff scheduling experience

 

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 vast options for adventure and exploring, you can join a community who loves where they live and love what they do. Keystone will be your home away from home, with its warmth, friendliness and unequaled eye for detail. Come join our team - where A Mountain of Possibilities awaits. 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 137245

About Vail Resorts

Company Description

Vail Resorts, Inc. is the premier mountain resort company in the world and a leader in luxury, destination-based travel at iconic locations. Our Company operates in three separate, but highly integrated segments:

Mountain:
Our Mountain segment owns and operates the five premier year-round resorts of Vail, Beaver Creek, Breckenridge and Keystone in Colorado and Heavenly in California and Nevada. Our mountain segment includes lift ticket, ski & snowboard school, dining and retail & rental businesses.

Hospitality:
Vail Resorts Hospitality owns and/or manages a portfolio of luxury hotels under the RockResorts brand, a number of hotels and condominiums located in proximity to our ski resorts, three destination resorts at Grand Teton National Park and six award-winning golf courses.

Real Estate:
Our Real Estate segment, Vail Resorts Development Company, holds, develops, buys and sells real estate in and around our resort communities.

At Vail Resorts, we are focused on expanding and improving our existing resorts, while increasing the scope, diversity and quality of the leisure activities we offer to our guests. Our long-term performance is the result of a well-thought-through approach to the operation, marketing, and development of world-class vacation resorts. A five-pronged business strategy has driven our actions for some years now, and we believe it will create significant value for our shareholders in the future.

 

Mission & Values


Mission:
Our mission is simple. Extraordinary Resorts. Exceptional Experiences.

Our Values:
Our values are based on our mission and align the needs of our five constituents - our guests, our employees, our communities, our environment and our shareholders:

  • Provide an exceptional experience to each of our guests and employees
  • Bring passion, safety and integrity to everything we do
  • Partner with our communities
  • Protect our spectacular natural environment
  • Drive growth in shareholder value

Our Family:
Much more than simply staff members, our employees are truly our family! With more than 15,000 seasonal employees, more than 400 corporate employees, and many more members at our managed properties, each member is key to our collective ability to deliver uncompromising guest service and value to all of our stakeholders. We believe if we take care of our people, they will in turn take care of our guests. In the end, we strive to make every member of our family feel like working for Vail Resorts is an Experience Of A Lifetime!

Working Here

Vail Resorts College Program:
Offers students from all over the world the opportunity to experience a workplace unlike any other, at one of our exceptional resorts and iconic locations in Colorado, California, and Wyoming. This program, for current or recent college graduates, offers positions in Operations, Hospitality, and Administration. Our program goes far beyond the typical college program, to offer you a well-rounded learning experience.

Vail Resorts Internship Program:
The Vail Resorts Internship is more than an academically aligned experience; it is an opportunity to exponentially expand on your academic learning. The program provides students with an opportunity to apply and enhance the education and training they are receiving at the university/college through hands-on training and functional development. Much like a standard internship program, the focus of the program is to expose students to a particular career field, through training and functional projects and tasks. Yet the program takes internship past just the functional experience by exposing students to various corners of the entire organization.

Vail Resorts Management Associates Program:
Excellence is taken to the next level as high caliber recent hospitality graduates participate in the Management Associates Program (MAP). This two-year rotational program aims to challenge and stretch participants to expose their true potential. Participants rotate through various managerial roles at RockResorts, Grand Teton Lodge Company, and Vail Resorts Hospitality. This broad experience exposes trainees to multiple facets of the hospitality division including, but not limited to, Rooms, Food and Beverage, Front Desk, Reservations, as well as other operational areas.

Benefits

  • Free Skiing and Riding with the 5 Mountain Ski Pass
  • On the job training and career training
  • Health Insurance options
  • Affordable employee housing
  • Discounts on outdoor clothing and gear, equipment, meals, activities, hotels, travel and more
  • Additional discounts with local merchants
  • Work with International Clients
  • Great résumé builder
  • Improved Customer Service
  • An unforgettable experience