Reservations Supervisor

Jay Peak Resort•Jay, VT

About The Position

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.

Requirements

Knowledge of Property Management Systems, strong background in Microsoft Office software.
Must have excellent telephone etiquette and the ability to lead others to do the same.
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.
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.
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.
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.
To perform this job successfully, an individual should have knowledge Property Management Systems, strong background in Microsoft Office software.
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.

Nice To Haves

Knowledge of Sirius and Inntopia useful but not required.

Responsibilities

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.

Benefits

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