Central Reservations Supervisor

powdr; Colorado; On-site; USD 58,000 - 61,000; Full time

Benefits offered by this job

Medical benefits

Season pass

Discount programs

FSA/HSA options

Job summary

Copper Mountain Resort is seeking a Central Reservations Supervisor to lead a busy inbound reservations team, ensuring top-notch guest service and revenue growth. The role requires coordinating staffing, coaching employees, and aligning processes with resort operations.

The Supervisor will manage scheduling, payroll accuracy, and system implementations while guiding staff toward performance targets and continuous improvement. A strong hospitality mindset and leadership presence are essential.

Qualifications

• Experience in hospitality reservations or guest services preferred.
• Strong leadership and coaching abilities.
• Proven budgeting, scheduling, and process improvement skills.

Responsibilities

• Assist Central Reservations Manager and Lodging Group Manager.
• Oversee staff performance and payroll accuracy.
• Implement systems, rate setups, and process improvements.
• Set revenue targets and monitor performance metrics.
• Provide training, coaching, and employee development.

Skills

Staff training

Team leadership

Coaching

Scheduling

Budgeting

Tools

POS systems

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 pe