Deer Valley Resort
Lodging Reservations Manager - Year Round
Deer Valley Resort, Park City, Utah, United States, 84060
Year RoundClassic, consistent quality from a winning team!Deer Valley Resort is nestled in the Wasatch Mountains of Utah, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Our staff consists of locals, transplants, seasonal workers from all 50 states and international students from around the globe. We are a diverse workforce where everyone feels welcome, appreciated, and valued. No matter if you are 14 or 84 years, there is a place for you in the Deer Valley family! (Last year over 1,100 staff members celebrated their fifth season or more at Deer Valley).Ski perks (vary based on employment status) may include Deer Valley season pass, free skiing or riding at other Alterra Resorts and select local Utah resortsFriends and family ski discounts, free staff ski lessons and discounted rentals (winter staff only)Subsidized meals at Employee Dining Rooms offered for staff while on shiftSubsidized housing options available for seasonal full-time staffDiscounts for staff members at restaurants, shops, and service providers in Park CityHealthcare options are available for staff members401k plan with company matchPURPOSE OF POSITION:
This position will lead an established team and oversee all functions related to the management and operation of the Deer Valley Resort Lodging Reservations call center. The person in this role contributes to the overall strategic goals of Deer Valley Resort.RESPONSIBILITIES:Manage all functions associated with lodging, activity, travel services, and package reservations for Deer Valley Resort managed lodging propertiesRecruiting, training, supervision, scheduling, and evaluation of Reservation team membersHandle escalations and problem resolutions, guided by the Three Circle Model, to reach satisfactory outcomes for all partiesIn-depth knowledge of reservation software and ability to identify improvements and troubleshoot issuesEstablish and maintain relationships with property General Managers as well as Alterra resort counterparts and corporate office staffDeer Valley representative in committees and groups such as Alterra Contact Center Leadership Team and other Alterra enterprise effortsEnsure the timely reporting of lodging reservations call volume, trends, and KPIs and be prepared to present relevant metrics in meetings and upon requestPrepare departmental labor and expense budgetAdminister sales staff incentive plan and prepare individual metrics by agentManage team of department supervisors, including performance reviews, time off requests, and ensuring all daily tasks are completedRemain up-to-date on lodging inventory changes, additions, and updates and clearly communicate updates to the Lodging Reservations teamConduct regular departmental staff meetings to share department and resort KPIs, news, and updatesServe as primary point of contact for other Resort departments that have lodging needsBackup of the reservation phones as workload and call volume dictatesSome travel may be requiredAssist Vice President of Lodging and Director of Lodging with other duties as assignedQUALIFICATIONS:Travel industry call center management experience required, preferably within the ski industry and Park City destinationExperience with luxury lodging properties and property management business modelAbility to maximize effectiveness of in-office, remote, and hybrid staffACD and CRS software knowledge required and experience with Maestro property management software and Inntopia reservation software a plusProven ability to coordinate and follow through on all tasks. Must be very detail-orientedAbility to cultivate and maintain positive energy within the department, reducing points of friction and emphasizing teamworkComfortable with public speaking, leading, and actively participating in meetings, trainings, and team eventsAbility to multi-task and prioritize in a dynamic environmentExcellent technical skills and the ability to confidently assist with software issues, system maintenance, troubleshooting, etc.Ability to successfully motivate the Lodging Reservations team while representing Deer Valley's Three Circle ModelMust be available for varied and extensive hours as operations and workload dictateThis position is not remote and requires regular office hours at Deer Valley Resort, located in Park City, UTDATES OF EMPLOYMENT:Year RoundPAY RATE:Pay: $80,000 - 90,000 annually, dependent on experienceDeer Valley Resort is an Equal Opportunity Employer.
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This position will lead an established team and oversee all functions related to the management and operation of the Deer Valley Resort Lodging Reservations call center. The person in this role contributes to the overall strategic goals of Deer Valley Resort.RESPONSIBILITIES:Manage all functions associated with lodging, activity, travel services, and package reservations for Deer Valley Resort managed lodging propertiesRecruiting, training, supervision, scheduling, and evaluation of Reservation team membersHandle escalations and problem resolutions, guided by the Three Circle Model, to reach satisfactory outcomes for all partiesIn-depth knowledge of reservation software and ability to identify improvements and troubleshoot issuesEstablish and maintain relationships with property General Managers as well as Alterra resort counterparts and corporate office staffDeer Valley representative in committees and groups such as Alterra Contact Center Leadership Team and other Alterra enterprise effortsEnsure the timely reporting of lodging reservations call volume, trends, and KPIs and be prepared to present relevant metrics in meetings and upon requestPrepare departmental labor and expense budgetAdminister sales staff incentive plan and prepare individual metrics by agentManage team of department supervisors, including performance reviews, time off requests, and ensuring all daily tasks are completedRemain up-to-date on lodging inventory changes, additions, and updates and clearly communicate updates to the Lodging Reservations teamConduct regular departmental staff meetings to share department and resort KPIs, news, and updatesServe as primary point of contact for other Resort departments that have lodging needsBackup of the reservation phones as workload and call volume dictatesSome travel may be requiredAssist Vice President of Lodging and Director of Lodging with other duties as assignedQUALIFICATIONS:Travel industry call center management experience required, preferably within the ski industry and Park City destinationExperience with luxury lodging properties and property management business modelAbility to maximize effectiveness of in-office, remote, and hybrid staffACD and CRS software knowledge required and experience with Maestro property management software and Inntopia reservation software a plusProven ability to coordinate and follow through on all tasks. Must be very detail-orientedAbility to cultivate and maintain positive energy within the department, reducing points of friction and emphasizing teamworkComfortable with public speaking, leading, and actively participating in meetings, trainings, and team eventsAbility to multi-task and prioritize in a dynamic environmentExcellent technical skills and the ability to confidently assist with software issues, system maintenance, troubleshooting, etc.Ability to successfully motivate the Lodging Reservations team while representing Deer Valley's Three Circle ModelMust be available for varied and extensive hours as operations and workload dictateThis position is not remote and requires regular office hours at Deer Valley Resort, located in Park City, UTDATES OF EMPLOYMENT:Year RoundPAY RATE:Pay: $80,000 - 90,000 annually, dependent on experienceDeer Valley Resort is an Equal Opportunity Employer.
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