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Reservations Lead - Winter Seasonal - Keystone Resort

Job Description:

The Reservations Lead Agent assists in the daily supervision and operations of the Reservation s call center. Facilitates the successful operation of the department s functions by managing call volume, providing assistance to onsite and work from home agents, handling guest issues, and working with both internal and external departments to provide an Experience of a Lifetime to our guests.

  • 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 business units such as Front Desks, Guest Services, Mountain Operations (Ski School, VRR, Ticket Office), Call Centers (ISD,IED, Online), Travel Services, the Training Department and third party vendors.

Job Qualifications:

  • Call center, hospitality ot sales experience
  • Valid drivers license
  • Data entry experience
  • Proficient in MS Office Suite
  • 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

Preferred Skills:

  • College degree
  • Previous supervisory experience
  • Experience with property management software - Tour Partner & RPOS

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 boundless options for adventure and exploration, you can join a community who loves where they live and loves what they do. Keystone will be your home away from home; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team where A Mountain of Possibilities awaits.



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