Jay Peak Resort
Reservations Supervisor
Lodging & Reservations - Jay, VT - Full Time
FULL-TIME | YEAR-ROUND POSITION AVAILABLE
This is where we’re supposed to give you a quick introduction about working at Jay Peak. Except there’s nothing quick about what your experiences will be or what our expectations are. In summary, we will expect you to work hard, to help fellow teammates, to service the guest and to have fun. In return, we will pay you fairly, let you know (and more importantly make you feel) that you are valued, and, if you’re so inclined, work with you to help create a career. Still interested? Keep reading.
The Reservations Supervisor oversees the daily operations of the Activities & Reservations Call Center, ensuring exceptional service delivery and efficient workflow. This role is responsible for managing all inbound guest communications, including phone inquiries and reservation requests for lodging and resort amenities. Key duties include staff training and development, scheduling, software and system upkeep, accounting-related tasks, and maintaining clear and consistent departmental communication.
The supervisor ensures accurate tracking and reporting of all service offerings and reservations, including daily reporting for Jay Peak lodging and weekly reporting for the Activities Call Center. This position also maintains up‑to‑date information on seasonal amenities and resort offerings, ensuring all data is accurately reflected across reservation systems.
A strong partnership with the internal training team is essential, as the supervisor helps ensure that all agents receive timely updates, resources, and support needed to deliver an outstanding guest experience.
ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, other duties may be assigned)
- Answers incoming & places outbound calls for lodging guest amenity reservations.
- Maintaining weekly list of guests for outbound calls during summer season to upsell into resort amenities.
- Assists guests in best understanding the Resort’s various amenity offerings & services.
- Provide service communication, relaying deposit/cancellation policies & processing amenity reservations deposits.
- Supervise Reservations Call Center Agents to ensure professional service standards are met.
- Work with Manager to maintain schedules – ensuring proper station coverage is available to meet the demands of the business.
- Provide coaching and assistance as needed to call center agents on an ongoing basis.
- Process weekly sales reports for periodic review by management.
- Ensure all company policies and best practices are being followed for call center operations.
- Develop ongoing training materials to motivate & educate call center agents, ensuring a positive/productive working environment within the center.
- Communicate Resort goals & product offerings to associates, ensuring every employee has effective knowledge of the services they are selling.
- Monitor periodic customer survey’s – ensuring quality service standards are on target.
- Maximize potential revenue by following specified selling guidelines.
Assist trainer in updating seasonally data information for agents. - Assist in maintaining daily reporting for Jay Peak Lodging.
- Assist with fulfillment reporting on daily basis for online Move UP card sales.
- Other duties as assigned, which could be directly related, or un-related to original position.
SPECIAL QUALIFICATIONS/REQUIREMENTS
- Knowledge of Property Management Systems, strong background in Microsoft Office software.
- Knowledge of Sirius and Inntopia useful but not required.
- Must have excellent telephone etiquette and the ability to lead others to do the same.
SUPERVISORY RESPONSIBILITIES
Directly supervises up to 10-15 employees in the Reservations. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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
Associate's degree (A. A.) or equivalent from two-year college or technical school; or 5 years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS
To perform this job successfully, an individual should have knowledge Property Management Systems, strong background in Microsoft Office software.
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 sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
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.
RESORT CONDITIONS
This is a Winter Resort Area. It requires that work venues are varied, and in many cases include steep stairways, multi-level buildings and outdoor work areas, subject to very cold, sometimes wet or very sunny work sites. Some facilities are located at the base or bottom area and some are semi-remote and can only be reached by traveling via chair lift(s), skis or snowboards. Walking surfaces are frequently frozen, sloped and slippery. Proper footwear is a must, indoors and out. Work days and hours, as well as the number of hours required will vary, with an emphasis on weekends and holidays.
WHY WORK AT JAY PEAK?
We’re a team of good-natured folks at the heart and soul of a growing resort community. Our co-workers are our friends, so we happily go the extra mile for each other and our guests. We’re rewarded fairly for our collective efforts and encouraged to pursue individual goals. We’re a family, one that gets to choose its members. We strive for an authentic, community driven Resort that derives its vitality from the on-mountain experience, respect for its history & what has come before it, and its employees whose energy and spirit are its foundation. It’s not for everyone but we’re not looking for everyone-we’re looking for you.
IF YOU HAVE WHAT IT TAKES, HERE'S WHAT YOU’LL GET
- $19.00 per hour
- Commissions of up to an additional $3.00 per hour based on Resort sales goals
- Paid Vacation & Sick Time
- Paid Maternity & Parental Leave
- Medical, Dental, Vision, Accident, Hospital Indemnity, Life & Disability Insurances
- 401k program with employer match after 9 months of employment
- Remote work and/or flexible schedules (depending on position)
- FREE or deeply discounted season passes for you and your dependents
- Employee Recognition Programs (including daily, monthly, yearly, and seniority programs)
- Seasonal employee parties
- Regular free employee breakfasts/lunches, family events, and parties
- For a full listing of employee perks both on and off-property, click here
Jay Peak Resort is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. We are committed to the full inclusion of all qualified individuals. In keeping with our commitment, Jay Peak Resort will take the steps to assure that people with disabilities may be provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, or for a full listing of all physical demands/requirements, working conditions, environment, and all other ability qualifications for this role please contact the Human Resources office at 802-327-2183 or hr@jaypeakresort.com.
