Reservations Operation Manager

Job Title:ReservationOperations Manager

Location:Remote

Terms:Seasonal, full-time

Pay:$26/hour base wage, plusteam performance-based incentives

Requirements

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems –we’lltrain you on our tools)

• Reliable high-speed internet and a quiet home workspace

• Availability for weekend and holiday shifts, our busiest periods

• Previousmanagement experiencerequired

• Previouscall center experience preferred, notrequired!

Daily operations are divided into 8am - 4pm or 10am – 6pm shifts (time zone is defaulted toMountain Time).(Start date ofSept 19th) 

We can support remote work for this position in the following states:California, Colorado,Idaho,Montana,Utah, Vermont, and Wyoming.

About Us

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers,partnersand team members. We have cultivated an extraordinary team culture over the past 20 years, rallying behind collaboration, teamwork, accountability, and funabove all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture, and fun work environment to create a customer experience unlike any other.

Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below:

Service | Simple | Purposeful | Curious | Give

Delivering exceptional service, being purposeful, keeping it simple,remainingcuriousand giving back to our communities amounts to the foundation Ski Butlerswas builton. As team members, wedon’tstop there. Our culture is about being a part of something bigger. Whetherit’scontributing to our net zero climate initiatives, building lifelong friendships or making acustomer’svacation memorable, a job at Ski Butlers will be the best decision you make.

About theRole

As the Reservation Operations Manager,you'llwork acrossall ofour markets — unlike our Team Leaders, who each own designated markets,you'llfloat wherever the team needs you most. That means overseeing daily operations across the board, stepping in to cover Team Leader responsibilities whenthey'reout of office, and carrying your own management duties alongside.You'llbe the connective tissue of our reservations team.You willparticipatein holding our agents accountabletoupselling products and features we offer, take on the more complex customerrequests, and—most importantly—make sure our customers are excited for their ski vacation.Our call center is open8am -6pm Mountain Time, 7 days a week.

Primary Responsibilities

• Monitor agents’ tasks, shared email inbox, and phone time accountability

• Create weekly schedule; ensure coverage will align with task organization

• Lead 1:1s with agents, providing constructive feedback and channeling their input upward

• Collaborateoninitialand ongoing reservations agent training

• Lead sections of team meetings and represent reservations in local ops meetings

• Answer team’s questions and concerns

Secondary Responsibilities

• Jump in directly with customers during busy periods, walking them through the reservation process

• Support emails and voicemails during busy periods

• Alignwith our local shops toassistwith any modifications, switch outs, pickups and to maximize revenue during peak periods

• Ensure brand standards are met in each conversation tomaintainour award-winning customer service

Perks and Benefits

• Free Alterra Mountain Company Employee pass 

• Unlimited access to all Alterra Mountain Company owned resorts 

• Ability to upgrade to full Ikon Pass at heavily discounted rate 

• Ability to skiregularly* 

• Barring blackout dates at Deer Valley 

• Access to 645+ industry discounted brands through Expert Voice 

• Discounted access to Rossignol/Dynastar/Lange equipment 

• 401K benefit and match for ALL staff members over 18 years old 

• Local ski pass reimbursement of up to $500 –in order tobe eligible for reimbursement, you must work through your agreed upon end date

Ski Butlers is a standalone business within Alterra Mountain Company's family of mountain destinations.  

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 60 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

Originally posted on Himalayas