Vail Resorts Product Sales & Call Center Reservations Manager - Northstar California Resort in Truckee, California

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. Re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Job Summary: To manage a team and call center operation that focuses on satisfying and exceeding guest expectations by creating a positive experience for our guest with excellent customer service, product knowledge, efficiency and creating an enjoyable and motivating atmosphere.

Call Center responsibilities include (but are not limited to):

  • Manage and operate the Northstar Call Center and PSS Central Reservations daily operations.

  • Recruit, hire, train, coach, and maintain a quality core call center staff of up to 8 staff.

  • Support summer ticket/pass office operations during mountain bike season including event fulfillment.

  • Partner with all PSS managers and their department leadership teams to improve annual initiatives, purchase process, and check-in experience.

  • Engage and participate in management team development including your own leadership development.

  • Participate in mid-management resort wide activities, meetings, and be a voice and representative of Product Sales and Services at Northstar.

  • Oversee a department budget of labor and operating expenses during winter and summer.

  • Lead by example, be a role model, and administer company policies and guidelines.

  • Lead Guest Service driven teams in order to provide the Experience of Lifetime for internal and external guest.

  • Maintain a department that upholds all departmental and company policies and procedures.

  • Identify, research and resolve guest issues using tools provided.

  • Promote a strong sales culture that genuinely upsells products and services.

  • Own, personalize, and elevate the Call Center and CenRes Department to exceed their department goals.

Product and Information Management responsibilities (but are not limited to):

  • Manage all Product Sales & Services products by working closely with our Product Management team and tracking software.

  • Proofread Northstar™ California website for consistent messaging and product and service details.

  • Collaborate with Marketing Department to consistently promote products and services with correct pricing, dates, and fulfillment requirements.

  • Manage PSS shared network folder; ensuring most updated forms and operating procedures are active.

  • Create and implement RPOS training for all PSS locations.

  • Train PSS staff in the following RPOS modules: Access Products, Class Lesson, Season Pass, Advanced Sales, and Private Lessons.

Qualifications:

  • Exceptional verbal and written communication skill.

  • College degree from accredited 4 year university.

  • Knowledge of database management software applications.

  • Ability to effectively present information in one-on-one and small group situations.

  • Ability to compute rate, ratio, and percent and to draw and interpret graphs.

  • Ability to work well with others in any condition including internal and external guest.

  • Able to maintain a positive attitude in all circumstances and guest interactions.

  • Able to maintain a clean cut and professional appearance at all times.

Requirements:

  • Experience in Product Sales & Services & Resort -POS (required).

  • High proficiency in Microsoft Office as well as computer literacy.

  • High school diploma or equivalent.

  • 2 Years of guest service experience

  • 2 Years of previous experience in a role with Management-level oversight

  • Able to sit or stand for long periods of time.

  • Able to lift 15 lbs.

With diverse tree-lined mountain trails, a world-class terrain park and a vibrant village, Northstar is the perfect setting for families and snow sports enthusiasts alike. Nestled in the Sierra Nevada just 15 minutes from Lake Tahoe, 30 minutes from Reno and a few hours from Napa and San Francisco, it’s easy to explore everything Northern California has to offer. Join the Northstar team and learn why Truckee, CA has been voted one of the “Top 25 Ski Towns in the World.” 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.

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