Central Reservations Supervisor

Powdr-Copper Mountain, LLC; Colorado; On-site; USD 58,000 - 61,000; Full time

Benefits offered by this job

Subsidized health insurance

Season pass for employees

Discount programs

Flexible spending account

Life/disability options

Job summary

Copper Mountain Central Reservations Department in Summit County, Colorado seeks a Central Reservations Supervisor to lead scheduling, coaching, and guest service across market segments.

You will hire and train staff, optimize processes, manage budgets, and collaborate with resort operations to boost guest satisfaction and revenue while upholding Powdr-Copper Mountain culture. This is a full-time year-round role in a dynamic resort environment.

Qualifications

• Previous sales, call center and employee supervision experience is extremely helpful.
• College degree is preferred.
• Basic Excel knowledge is required.
• Crystal Report writing skills are preferred.

Responsibilities

• Assists Central Reservations Manager and Lodging Group Manager in all aspects of Central Reservations operations.
• Oversees staff to uphold professional standards and excellent guest service.
• Oversees payroll accuracy and scheduling to meet business needs.
• Implements systems, trainings, rate setups, reports, and technological improvements.
• Provides coaching, performance evaluations, and maintains employee documentation.
• Collaborates with strategic partners to build positive working relationships.

Skills

Sales experience

Employee supervision

Customer service

Leadership

Communication

Education

College degree

Tools

Visual One (V1)

Resort Technology Partners (RTP One)

Inntopia

Crystal Report writing

Job description

Copper Mountain Resort is a vacation destination located 75 miles west of Denver, Colorado in the heart of the Rocky Mountains. Three vibrant, pedestrian-friendly village areas host lodging, retail outlets, restaurants, bars, and family activities. During the winter months, Copper's world-class terrain offers skiing and riding for all ages and abilities. Each summer, the mountain transforms into a playground for hikers, mountain bikers, and anyone seeking a genuine Colorado experience. Copper Mountain Resort is also home to Woodward Copper action-sports camps, programs, and training facility.

Job Title

Central Reservations Supervisor

Job Status

Year Round Full Time

Compensation and Benefits

Compensation: Proposed hiring rate of $2,222.46 to $2,330.77+ biweekly amount, actual pay will be adjusted based on experience. Commission will be in addition to salaried wages, actual results will vary by individual; commission details provided during interview.

Benefits: This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options; season pass for employees/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.

Job Summary

The Copper Mountain Central Reservations Department is an excellent place to learn about Copper Mountain and the rest of the Powdr family. Central Reservations is an inbound, multi-million dollar revenue-generating operation. The Central Reservations environment fosters team play, a healthy sales culture, excellent guest service, and a dedication to grow the business and its employees. The Supervisor is an integral part of reservations, lodging management and other resort operational teams. In addition to hiring, training, and coaching staff, the Supervisor assures the completion and effectiveness of reservations, sales, and guest service for all market segments. This is achieved via strategic scheduling, continued education, budgeting, and implementation of new processes and systems. The Supervisor promotes employee growth and opportunities, holds direct report meetings, fosters a sales culture, is a mentor, handles and resolves all employee issues, and is a positive influence while holding staff accountable to performance. The Supervisor participates in all necessary and required meetings, completes all relevant tasks, and relays pertinent information. The Supervisor acts as a leader and has ownership to not only their direct team but also to all members of the office to meet expectations. At all times the Supervisor is focused on continuous improvement, with the goal of better guest service and increased revenues.

Essential Duties and Responsibilities

• Assists the Central Reservations Manager and Lodging Group Manager in all aspects of the Central Reservations operation.
• Oversees and holds accountable all employees to the established professional level of standards.
• Oversees and assures the accuracy of payroll.
• In addition, the Supervisor is responsible for the overall schedule completion to allow us to meet the needs of the business while taking employee requests into consideration.
• Responsible for successful implementation of systems, employee training, rate set up and verification, processes, reports, and technological improvements.
• Responsible for team performance based on pre-defined metrics. When pre-defined metrics do not exist then the supervisor will work in creating those measurements.
• Creates incentives that are aligned with service and revenue targets and communicates pace and results.
• Provides detailed input to business plan and budgeting process.
• Keeps a finger on the pulse of the office, to create action plans for employee satisfaction and development.
• Keeps a finger on the pulse of our guests, to adapt business models, marketing, and sales to better cater to them.
• Daily resource for Central Reservations staff for variety of situations Sets achievable and aligned revenue targets, encourages competition, motivates, and energizes staff to perform and achieve targets.
• Monitors and evaluates call quality.
• Coaches to correct, improve, and praise staff.
• Ensures guest escalations are handled in an appropriate manner weighing the business and guest needs thoroughly when making difficult decisions.
• Provides performance evaluations and reviews periodically.
• Creates, maintains, enforces, and oversees implementation of office policies and procedures.
• Handles, documents, and maintains accurate employee performance documentation.
• Handles guest and employee escalation issues and ensures compliance with Copper Mountain and National Employment/Labor Laws.
• Works with strategic partners to create and maintain positive working relationships.
• Holds direct report one-on-one meetings and team meetings as necessary.
• Creates Standard Operating Procedures.
• Understands trends, volume, pacing of business, and relays pertinent information to upper management and makes business decisions to improve performance.
• Oversees the sales call scripting and flow, verifies the success of daily operations, and works to improve both.
• Works effectively with Central Reservations Leadership Team; focusing on a healthy and balanced relationship in which efforts are combined to achieve shared goals and objectives.
• Takes phones calls and books reservations when call volumes demand.

Other Duties as Assigned

This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of Powdr and Copper Mountain, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others. Functions as an ambassador of Copper Mountain, modeling and sharing the Copper culture with our guests and employees. Upholds the most professional image. Continually strives to exceed our guest’s expectations and create memories for our guests and staff. All salaried team members are expected to participate in Leadership events such as meetings, required training and participating in employee dinners/events.

Supervisory Responsibilities

• Managing Agents to call volume by coordinating breaks, lunch, split shifts.
• Ensuring Agents are on time, have work to do and are being productive.
• Administer disciplinary action as needed.
• Handling guest issues and escalations.
• Provide ongoing Agent training and mentoring.
• Coordinate and lead special campaigns and projects.

Personal Attributes

• Is honest and has the highest integrity.
• Can handle and manage confidential information.
• Professional appearance.
• Adheres to all grooming guidelines.
• Follow established policies and procedures.
• Is supportive of Core Values.
• Sets the example for others and is above reproach.
• Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
• Is organized with tasks.
• Sees projects through to the finish.
• Has good follow-through and makes it a habit of getting back to people on issues.
• Can handle a fast paced, high-pressure environment.
• Is flexible with hours and days of work.
• Can work any hours of the day, any days of the week, any holidays.
• Prioritizes and re-prioritizes personal time and work, to have good balance in life.

Basic Requirements

• Applicant must be able to speak and pronounce the English language, free from error, on a consistent basis.
• Must be able to sit for long periods of time.
• Must be able to lift and carry items up to 50 lbs.
• Must be at least 18 years old.
• Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.

Preferred Experience and Special Skills

• System knowledge of the following is preferred: Visual One (V1), Resort Technology Partners (RTP One) and Inntopia.
• Basic Excel knowledge required.
• Crystal Report writing skills preferred.
• Keyboard skills are necessary.
• Previous sales, call center and employee supervision experience is extremely helpful.
• College degree is preferred.

Equal Opportunity Statement

POWDR-Copper Mountain, LLC is an equal opportunity employer and that race/color/religion/sex/sexual orientation/gender identity/national origin/disability/protected veterans or any other applicable status protected by state or local law, are not taken into account in any employment decision.

Location

All of our job opportunities are located at Copper Mountain Resort in Summit County, Colorado. 90 miles west of Denver, we are situated in the heart of Colorado's playground.

Employer Branding

POWDR is an adventure lifestyle company that inspires every human being with cool experiences in awesome places. POWDR’s awesome places include Copper Mountain and Eldora Mountain Resort in Colorado; Boreal Mountain Resort and Soda Springs in the Lake Tahoe region of California; Mt. Bachelor in Oregon; Snowbird in Utah; and SilverStar Mountain Resort in British Columbia, Canada. POWDR is an adventure lifestyle company that inspires every human being with cool experiences in awesome places. Within POWDR’s portfolio are six mountain resorts including Copper Mountain and Eldora Mountain Resort in Colorado; Boreal Mountain Resort and Soda Springs in the Lake Tahoe region of California; Mt. Bachelor in Oregon, and Snowbird in Utah. Included in the POWDR portfolio, is Stovepipe Wells located in Death Valley National Park and Zion Lodge located in Zion National Park, operated under a long term concessions contract with the National Park Service. Its Woodward brand empowers and inspires the next generation of action sports enthusiasts through summer camps, mountain experiences, and mountain centers, incorporating dynamic programming and innovative environments at Woodward Park City in Utah, Woodward PA in Pennsylvania, Woodward Copper in Colorado, Woodward Tahoe in California. POWDR is headquartered in Park City, UT. For more information, please visit our website.