Mountain Sales Call Center Manager

Aspen Skiing Company•Basalt, CO

10h•$64,500 - $83,800•Onsite

About The Position

The Mountain Sales Call Center Manager leads the Mountain Sales Call Center team, including management and hourly staff, to deliver exceptional guest service and ensure a seamless, efficient sales process. This role drives operational excellence, fosters a positive and guest-focused team culture, and optimizes sales workflows to support the goals of the Mountain Sales Department. This position reports to the Director of Operations.

Requirements

High School diploma or equivalent required
Minimum of 2 years’ experience leading and managing a team in a fast-paced retail or guest service environment required
Minimum of 2 years’ experience using ticketing or point-of-sale systems required
Knowledge of money handling procedures, including experience with U.S. currency in a high-volume guest service environment
Knowledge of point-of-sale and ticketing systems used to support sales and guest transactions; familiarity with RTP preferred
Understanding of resort operations and sales strategies that support revenue growth and guest satisfaction
Strong computer proficiency with ability to navigate multiple systems quickly and accurately while assisting guests
Skilled in resolving guest concerns with professionalism, empathy, and a focus on creating positive experiences
Effective communication and leadership skills to motivate staff and deliver consistent, high-quality guest service
Ability to coach and develop team members to increase sales performance and service excellence
Ability to adjust quickly to changing business levels while maintaining service and sales priorities
Ability to stay calm and make sound, guest-focused decisions in a fast-paced, dynamic environment

Nice To Haves

Bachelor’s degree preferred
Proven track record of driving sales and delivering exceptional guest service preferred
Experience managing scheduling, payroll, and budgeting strongly preferred
Multilingual communication skills preferred, especially Spanish or Portuguese, to enhance guest service

Responsibilities

Manage operations for the Mountain Sales Call Center, leading staff to deliver exceptional guest service and actively drive ticket and product sales while adapting to changing business levels and operational needs and delegating appropriately
Assist staff with challenging guest situations, addressing complaints promptly and professionally to maintain guest satisfaction and loyalty, making timely decisions even with incomplete information
Oversee hiring, onboarding, scheduling, and payroll for office staff to ensure adequate coverage during peak sales periods and support a high-performing team culture
Provide continuous performance feedback and coaching focused on developing staff’s sales skills and guest service excellence throughout the season, including completing documentation and performance reviews
Deliver ongoing education on operating standards, product knowledge, up-selling techniques, customer service, software, policies, and events to maximize sales opportunities and guest satisfaction
Support employee development and succession planning efforts to build a strong sales and service-focused team
Sell and promote lift access products, activity tickets, season passes, lessons, rentals, and related services including private lessons and reservations with a focus on maximizing revenue
Create and maintain the office budget, tracking expenses and explaining monthly variances while identifying opportunities to increase profitability
Manage purchasing, organization, distribution, and display of office supplies and marketing materials that support sales and enhance the guest experience
Generate ideas to increase revenue, reduce expenses, and improve guest services across the department and company
Other duties as assigned