Reservation Specialist

Stratton Mountain•Stratton, VT

3d•Hybrid

About The Position

The Reservation Specialist serves as the first line of contact for Stratton’s call-in guests. Agents’ primary responsibility is to book products for guests in advance of their upcoming visit, answer inquiries regarding Stratton Mountain Resort products, services, and lodging options and customize vacation packages to fit the needs of the guests, while providing excellent guest service and guidance. Agents work closely with first time visitors and guests with complex requests requiring the agent to have specific resort knowledge and attention to detail. Agents are also often tasked with outbound sales campaigns and other special projects as required. This is a seasonal full-time position and pays $20.00/hour.

Requirements

Proficient with Microsoft Office and Windows proficiency as well as basic computer skills with the ability to multitask
Effective communication skills, oral & written
Strong sense of customer service & safety awareness
Able to understand and follow verbal and written instructions.
Have a neat & clean appearance in compliance with the company grooming standards
Punctual, able to report at scheduled start time
Work well as part of a team.
One-year experience in sales/customer service.
In order to transition working from home you must be located in Vermont, New Hampshire, or Connecticut.
Must attend on-site training for 3-6 weeks.

Responsibilities

Provide customers with quality customer service in a friendly and positive manner.
Understand and develop an in-depth knowledge of products offered. These product categories include but are not limited to Lodging, Season Passes, daily tickets, Adult and Child Ski/Ride School, and Resort Events and Activities.
Cover a 9-hour shift on phones—sometimes longer during holiday and peak periods.
Actively participate in all assigned daily duties including but not limited to assisting guests via telephone, Live-Chat, email or other written communications.
Provide resort, village and local information to the guest.
Assess customers’ needs and provide them with the best products and vacation packages available to meet those needs.
Check voicemails and emails promptly and respond back to the guest within a 24-hour period.
Perform exceptional follow-up procedures to ensure the guest’s satisfaction.
Assist in the resolution of guest complaints, handle all guest concerns and communicate options.
Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses.

Benefits

Alterra Mountain Company Employee Pass - free lift access & discounts at Alterra resorts
Free or discounted multi-resort dependent season passes
Free or discounted IKON pass
Discounted golf & fitness center memberships
Employee childcare rates & discounted seasonal programs
Retail + F&B discounts
Friends & family tickets
Onsite medical clinic
Medical, dental, vision, life, disability, EAP, HSAs, & FSAs
401(k) plan with company match
Discounted tuition plan
Paid parental leave
Paid sick time, FTO, Vacation