Lead: Reservations Crested Butte Mountain Resort

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

The Reservations Lead Agent assists in the daily supervision and operations of the Reservation's call center.¬  ¬ Facilitates the successful operation of the department's functions by managing call volume, providing assistance to onsite and work from home agents, handling guest issues, and working with both internal and external departments to provide an Experience of a Lifetime to our guests.


  • Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome.

  • Manage call volume to achieve departmental goals including assisting agents, communicating with backup resources, and taking backup calls while following an established sales script to convert bookings.

  • Communicate with guests, employees, and other departments in a positive, productive and efficient manner.

  • Support agents through coaching and training to increase knowledge and performance.

  • Provide feedback to management regarding both positive and negative issues impacting department performance.

  • Inspire trust and build strong relationships across business units such as Front Desks, Guest Services, Mountain Operations (Ski School, VRR, Ticket Office), Call Centers (ISD,IED, Online), Travel Services, the Training Department and third party vendors.


Job Qualifications:

  • Call center, hospitality ot sales experience

  • Valid drivers license

  • Data entry experience

  • Proficient in MS Office Suite

  • Excellent command of the English language, both written and spoken

  • Must be able to work on the phone and computer for long periods of time.

  • Flexible schedule, exceptional time management and attention to detail.

  • High level of interpersonal communication and a focus on customer service skills.

  • The ability to multitask


Preferred Skills:

  • ¬ Experience with property management software - Tour Partner, RPOS, LMS

  • Previous supervisory experience

  • College degree




There's nothing like ski town life in the heart of the Rocky Mountains. You'll get to live and play in the heart of paradise‚€”and work with some of the friendliest coworkers in the Gunnison Valley. In fact, our guests repeatedly tell us that it's the welcoming smiles, upbeat attitudes, and friendly vibe that bring them back to Crested Butte (in addition to the great skiing, of course).¬ www.vailresortscareers.com

Vail Resorts 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.

Requisition ID 162240

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