Lead Reservations Agent

2 days ago


Vancouver, Canada Whistler Blackcomb Full time

Come work and play in the mountains Whether it’s your first time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development program, and wellness benefits to fuel your success.

Join us to create your Experience of a Lifetime

**Job Benefits**
- Ski/Mountain Perks Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
- MORE employee discounts on lodging, food, gear, mountain shuttles AND during the summer on bike haul, golf and other activities
- RSP Options (after 12 months or 2000 cumulative hours of service)
- Employee Assistance Program
- Excellent training and professional development
- Referral Program

Seasonal Full Time roles are eligible for the above, plus:

- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (after eligible employees work 500 hours)
- Free ski passes for dependents
- Critical Illness and Accident plans

**Job Summary**

The Global Partner Support Lead Agent assists in the daily supervision and operations of the Global Partner Support team. The lead facilitates the successful operation of the department’s functions by providing agent assistance, supporting operations of the Vail Resorts Partner Portal, handling travel agent issues and disputes, completing daily reporting, and working with both internal and external departments to provide an Experience of a Lifetime to our guests. This is a great position for someone interested in moving into a leadership role and growing within our company.

**Responsibilities include, but not limited to**:

- Supervise and support a team of remote call center reservation agents through real time feedback and training to increase knowledge and performance.
- Delegate and work as a team to complete daily reporting tasks.
- Demonstrate an unyielding passion for the guest experience, culture, mission, and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome.
- Provide excellent, personalized customer service to a variety of clientele through professional, knowledgeable communication.
- Provide feedback to agents and management regarding both positive and negative issues impacting department and individual performance.
- Inspire trust and build strong relationships across locations and departments such as Wholesale Partners, hotel staff/managers, Guest Services, Travel Services, Training, Accounting, IT and Revenue and inventory managers.
- Assist with updates and maintenance of Teams knowledge base to keep our team up to date and proficient with our products, services and policies.

**Qualifications**:

- High School diploma or equivalent
- required
- Previous hospitality experience
- preferred
- Guest Service - preferred
- Microsoft Office (required)
- English - required, Spanish written and verbal preferred, not required.
- Impeccable attention to detail with a high level of Accuracy - Required.
- Able to work a flexible schedule including weekends and holidays as needed - Required.
- Must be Customer Focused with excellent verbal and written communications skills - Required.
- Ability to multitask and coordinate follow up on outstanding issues - Required
- Able to work on a computer and phones performing repetitive tasks for long periods of time throughout the day - Required.
- Familiarity with any or all of Vail Resorts Mountains - preferred
- A positive and professional attitude is essential to this position.
- Enthusiastic attitude of the travel industry is a plus.

Experience with hospitality software such as Navis, LMS, Inntopia, IQWare Guest Connect, (preferred).

The budgeted range starts at $44,850.00. Actual pay will be adjusted based on experience.
- 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._
- Requisition ID _464367_


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