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Reservation Sales Coordinator

posted November 30, 2019

Winter Park Resort
Winter Park, CO
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About This Job

WINTER PARK RESORT OVERVIEW:

Opened in January of 1940, Winter Park Resort is the oldest continuously operating resort in the United States. We are located just 67 miles north-west of Denver, which makes us the closest major ski resort to the city.   Winter Park’s traditions are deeply rooted in railroad, logging, and the early exploration of Grand County and the local Fraser Valley. Our mission is to “create the best memories, again and again,” for our guests, our employees, our community, and our strategic partners.

Headquartered in Denver, Colorado, Alterra Mountain Company  is a community of 12 iconic year-round destinations, including the world’s largest heli-ski operation. The company owns and operates a range of recreation, hospitality, real-estate development, food and beverage and retail businesses. Headquartered in Denver, Colorado with destinations across the continent, we are rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans five U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Deer Valley in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. We honor each destination’s unique character and authenticity and celebrate the legendary adventures and enduring memories they bring to everyone together. 

POSITION SUMMARY:

Responsibilities of the Reservation Sales Coordinator (RSC) include overseeing the day-to-day operation of the reservations sales floor and the Call Center Reservations Sales Agent staff in order to achieve Call Center service level and revenue goals. Daily responsibilities include coordination of staffing and scheduling, maintaining a highly productive, knowledgeable, and motivated staff in a positive culture that aligns itself with Winter Park’s Core Values, and reservation quality assurance. RSC works in concert with the Reservations Manager and Training Coordinator in the ongoing evaluation of the reservations staff product knowledge and service levels. Oversees the timely and efficient resolution of subscriber and customer service issues. RSC coordinates the contact program for guest email follow ups by the agents.

The RSC will follow all Winter Park policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

ESSENTIAL DUTIES:
  • Oversee and monitor daily Reservation Sales Agent (RSA) reservation sales activity to ensure maximum productivity and the highest call quality standards.
  • Provide support to RSA in product knowledge, system processes and guest service issues.
  • Maintain working knowledge of computer and telephone systems, telephone sales techniques and skills, resort product knowledge and Central Reservations subscriber product knowledge.
  • Participate with Reservations Manager to develop and implement RSA sales incentive and retention programs.
  • RSC collaborates with the Trainer Coordinator and Reservations Manager to maintain current and accurate information on products and promotions. Assure information is consistent and correct.
  • Performs ongoing reservations quality assurance checks from each previous day’s activity to ensure accuracy.
  • Works with Reservations Manager and Training Coordinator to identify and correct deficiencies through recurrent training of RSA’s.
  • Works in concert with the CenRes Business Development Coordinator, to resolve reservation overbookings with lodge and activity subscribers.
  • Monitors and reports any equipment or operating systems deficiencies in relation to the efficient operation of the reservations floor.
  • Manages the guest contact program for agents to contact guests for additional products needed on existing reservations or quotes.
  • Provide sales reports on follow up programs.
  • As phone volume dictates, assist RSA’s including answering calls and questions, making new reservations, changes and cancellations.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS:

  • Education: High School diploma or GED --General Education Development (High School equivalency test), 18 years of age or older required.
  • Experience: Minimum of one year experience in Central Reservation or related reservations, call center or sales environment. Supervisory experience or demonstrated ability desirable. Familiarity with stressful circumstances and an ability to perform calmly and maturely during those times.

Qualifications and Skills:

  • Familiarity with mountain resort and travel industry reservation systems and procedures, and Winter Park vacation products.
  • Demonstrated problem solving and conflict resolution skills.
  • Ability to work in a team environment.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position may be required to work evenings, weekends and holidays.

Office Environment:

  • Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
  • Manual dexterity to operate a computer and other common office equipment on a constant basis.
  • Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
  • Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
  • Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily - reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above.  With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.

We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.

Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.



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About This Employer

Winter Park Resort

85 Parsenn Road
Winter Park, CO 80482

(970) 726-1564

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Winter Park is the closest major ski resort near Denver at just 67 miles away. Don’t be fooled by our convenient location, though… you’ll feel remotely tucked away in our high country corner of the Rockies. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures and an unparalleled and unfiltered Colorado experience.

With over 3,000 acres of skiable terrain, Winter Park Resort offers an unforgettable experience for any kind of adventurer, whether you’re just here to take in the views, or looking to really get your adrenaline pumping.

And don’t think that things slow down once the snow melts! The summer sun brings bike park rippers, scenic trail trekkers, and speedy alpine sliders for a whole new take on Winter Park adventure.

ONE WINTER PARK

We are a community of explorers and adrenaline junkies; sight seers and nature lovers; lifelong skiers and fly fishing fanatics; mountain bikers and peak hikers… The opportunities for mountain adventure are endless, but we all share one common appreciation for this vast and pristine area.

As a celebration of this mountain lifestyle, we have refreshed our partnership with the community as a whole to establish Winter Park as a prime Colorado destination, connecting people with nature and embracing our shared value of the outdoors.