Reservations Supervisor — Guest Experience Leader

Skibluemt; Palmerton (Carbon County); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Free season pass

Discounts on food and merchandise

Team celebrations

Job summary

Blue Mountain Resort in Palmerton, PA is seeking a Reservations Supervisor to lead the Reservations and Call Center team, deliver outstanding guest experiences, and support daily operations across phone, LiveChat, and email.

You will guide staff, resolve guest concerns, and help ensure consistent service. Applicants should have leadership or supervisor experience in hospitality or call center settings and be able to work on-site with a flexible schedule.

Qualifications

• Experience in leadership or supervisory roles in hospitality, customer service, call centers, or reservations.
• Strong guest-service orientation with a track record of positive guest interactions.
• Ability to manage multiple channels (phone, email, live chat) and maintain service standards.

Responsibilities

• Provide exceptional guest service via phone, email, and live chat for inquiries about admissions, group sales, recreation, F&B, and events.
• Identify opportunities to upsell products and services to callers.
• Maintain guest communication guidelines to improve satisfaction and meet daily contact quotas.
• Remain courteous and solution-focused, even during escalated situations.
• Place outbound calls to promote new products during slow periods.
• Monitor trends in inquiries and alert management to recurring issues.
• Support group sales initiatives during off-peak months.

Skills

Leadership experience

Hospitality

Customer service

Call center

Reservations

On-site work

Job description

Blue Mountain Resort in Palmerton, PA is seeking a Reservations Supervisor to lead the Reservations and Call Center team, deliver outstanding guest experiences, and support daily operations across phone, LiveChat, and email.

You will guide staff, resolve guest concerns, and help ensure consistent service. Applicants should have leadership or supervisor experience in hospitality or call center settings and be able to work on-site with a flexible schedule.