Central Reservations Manager | Full Time Year Round

Overview

GENERAL ACCOUNTABILITIES

Maintains and enhances a guest focused culture in all areas of responsibility.

Effective communications skills with all levels of employees, guests and all outside contacts.

Ability to delegate and manage responsibility, motivate and lead Central Reservation Agents.

Understanding of corporate and resort specific policies and procedures.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Manages Central Reservations team members and the processes of the Central Reservations department, including but not limited to incoming and outgoing phone calls, Live Chat and E-mail from our guests via info@loonmtn.com and other Loon general information e-mail addresses.

Answer incoming calls, general resort e-mail, and Live Chat inquiries directed generally from the web site/e-store.

Puts together the schedule for all members of the Central Reservations Team.

Works with Central Reservations agents with training and great guest service on the phone system, Chat Systems and e-mail.

Manages the Concierge Team.

Manages the Guest Seasonal Locker Program.

Handles processing of NRE passes for Loon Racing, Loon Freestyle, New England Disabled Program, The Mountain Club, Identity Coffee, Pemi F&B, and Waffle Cabin, First Aid and Loon Mountain Real Estate, and any other 3rd parties to Loon. Fulfill season pass process from communicating the process to them and then delivering season Passes and vouchers to those departments throughout the year. Handle any pass returns from these groups.

Utilize the phone system and CRM (Sales Force)/software to its maximum efficiency for not only the guest but the team members and the Resort in general.

Develop a comprehensive understanding of the products Loon offers guests including but not limited to Tickets, Season Passes, Administrative, Snowsports, Rental, Adventure Center, Tubing, and All Biking products.

Strong knowledge of general software for Central Reservations Systems Five Nine, our CRM System (Sales Force), RTP, Aspenware and other related systems.

Work with Managers of Snowsports, Children's Center, Rentals, Adventure Center/Mountain Biking, Sales, H.R. & IT to make sure of a complete understanding of those products and procedures for those departments.

Meet service level objectives and department goals.

Contribute to team effort by participating in Job Sharing, assuming responsibility for the cleanliness of the resort and safety of guests and employees; participating in safety meetings; accepting diverse assignments; maintain a positive and friendly attitude and demeanor in all internal and external interactions.

Manager RESPONSIBILITIES

Manages approximately 7-10 employees in the Central Reservations Department.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees, planning, assigning, and directing work, appraising performance, coaching Team Members.

Qualifications

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Ability to learn and maintain RTP/POS and Central Reservations system. Proven guest service skills required.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts and percentages.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. The ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

None Listed

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk; use hands to finger, handle, or feel; and reach with hands and arms.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.