Group & Tour Services Agent - Snowmass - Winter 2019-20

Aspen Skiing Company, L.L.C. Aspen , CO 81612

Posted 2 months ago

Group & Tour Services Agents are responsible for processing and reviewing orders, offering product advice for Aspen Snowmass and other products, as well as continuous reconciliation of accounts for International and Domestic Tour Operators, Travel Agents, Groups and others. Agents will work actively within the Product & Sales Services department and with our Sales and Accounting departments. Working from our Two Creeks office in Snowmass Village, agents assist with the fulfillment of advance purchase season passes, group, tour and guest direct orders.

Essential Job Functions

  • Work as part of the Group & Tour Services team, collaborating with domestic and international Sales Managers to build, maintain and expand our relationship with travel partners and continue increasing sales

  • Book, process, and review lift ticket, rental and ski school orders for groups, tour operators, travel agents, lodges and other third parties. Up-sell and cross sell effectively to enhance each guest's experience

  • Process guest direct Season Passes as part of our Mountain Collective and Classic Pass pre-arrival fulfillment programs. Maintain on-going communication with pass holders

  • Communicate by email and phone, with both external and internal guests and provide expert advice and exemplary guest service

  • Reconcile Group & Tour partner accounts on a daily basis working closely with our Accounts Receivable department

  • Develop relationships with key ASC personnel to facilitate effective communication with the entire Product & Sales Services department, Ski and Snowboard Schools, Rental/Retail, Administration and Mountain Operations

  • Research, troubleshoot, and solve guest ticketing issues proficiently; assist the front-line expeditiously, and resolve all guest service matters professionally

  • Assist with fulfillment of group, tour operator and guest direct orders by printing lift/rental/lesson vouchers/tickets, preparing pre-arrival packets, shipping packages and helping with delivery directly to guest's accommodations in Aspen and Snowmass

  • Strong computer proficiency, including typing skills and the ability to navigate through multiple computer programs at the same time

  • Understand gross/net/commission pricing models.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving
  • Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service
  • Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

Interpersonal

  • Maintains confidentiality; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Team Work
  • Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Motivation
  • Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
  • Quality
  • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.

Qualifications

  • College degree required

  • Fluent in English

  • Intermediate to advanced Spanish and/or Portuguese language skills a plus

  • Knowledge of other languages is helpful

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.

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.

The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include Close vision and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and use hands to finger, handle, or feel.

A physical assessment (Work Ready) is required for certain positions.

Skiing or Snowboarding is required for certain positions.


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Aspen Skiing Company, L.L.C.