Reservations Supervisor

Blue Mountain Resort; Palmerton (Carbon County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Free season pass

Discounts on food & merchandise

Job summary

Blue Mountain Resort in Palmerton, PA is seeking a Reservations Supervisor to lead the Reservations and Call Center team on-site. You will ensure timely, friendly guest communications across phone, email, and live chat, while supporting daily operations and resolving issues to uphold our service standards.

The role requires leadership, strong organization, and the ability to manage shifting priorities during peak periods and holidays.

Qualifications

• Must have at least 18 years of age.
• Experience in leadership, hospitality, customer service, call center, reservations, or related fields preferred.
• Must be able to work on-site.
• Willingness to work a flexible schedule including days, nights, weekends, and holidays.
• Must attend paid training sessions in mid-November with a tentative season start the first week of December.

Responsibilities

• Lead and support Reservations and Call Center staff.
• Resolve guest concerns with calm, professional handling.
• Ensure consistent service across phone, LiveChat, and email channels.

Skills

Leadership

Customer service

Communication

Team management

Sales/up-selling

Job description

Blue Mountain Resort
Palmerton, PA 18071, USA

WHAT WE ARE LOOKING FOR:

We are seeking a punctual, detail-oriented individual who thrives in a fast-paced environment and is excited for an opportunity to provide a guest with an experience that is beyond their expectations and creates a guest for life. The Reservations Supervisor helps support the daily operations of the Reservations and Call Center team while creating a positive, welcoming, and solution-focused experience for guests. This on-site position helps lead employees, assists with daily operations, resolves guest concerns, and helps ensure consistent service across phone, LiveChat, reservations, and other guest communication channels.

REQUIREMENTS:

• Must be at least 18 years of age.
• Previous leadership, hospitality, customer service, call center, reservations, or related experience preferred.
• Must be able to work on-site.
• A willingness to work a flexible schedule, including days, nights, weekends, and holidays.
• Must be available to attend paid training sessions mid-November, with a tentative season start (weather permitting) the first week of December.
• Ability to lead and support employees.
• Strong commitment to hospitality and delivering excellent guest experiences.
• A high level of organization and time management skills.
• Comfortable handling difficult guest situations calmly and professionally.
• Ability to prioritize changing tasks in a fast-paced environment.
• Strong verbal and written communication skills (including typing and texting)

WHAT YOU CAN EXPECT

• Performs exceptional guest service via phone, email, and live chat for inbound and outbound resort inquiries regarding admissions, group sales, recreation activities, food & beverage, and special events.
• Identifies opportunities to recommend and upsell products and services to callers.
• Abides by guest communication guidelines to increase caller satisfaction.
• Ensures daily customer contact quotas are met or exceeded.
• Always maintains a courteous and service-oriented disposition, especially when faced with escalated situations.
• Places outbound calls to customers to promote new products and services during slow call volume periods.
• Monitors trends in incoming inquiries, alerting the Call Center Manager of repetitive grievances or issues.
• Requests refunds and replacements to the Call Center Manager as needed.
• Contributes to group sales efforts of the Sales & Marketing Teams during off-peak, “green season” months.

WHAT WE CAN OFFER YOU:

We offer the opportunity to join a growing company with over 40 years in the hospitality industry and be a part of setting a new standard of excellence in guest satisfaction. We understand the importance of both personal and professional growth and support our team members in achieving their goals.

• Team members enjoy benefits including a free season pass and activities around the resort, discounts on food and merchandise, and special team celebrations in an environment that gives you the opportunity to play where you work!

WHY IT’S SO GREAT TO WORK FOR BLUE MOUNTAIN RESORT:

Blue Mountain Resort offers an environment that encourages personal and professional growth, collaboration, safety, and fun. We are committed to fostering a rich learning environment based on individual talents and goals. Together we strive to cultivate a community based on trust and respect.

Blue Mountain Resort 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review theKnow Your Rights notice from the Department of Labor.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.