Overview:

Working at Tamarack is an incredibly rewarding and magical experience. Not only will you be working in a beautiful mountain environment, but you will also receive amazing employee perks like a season pass for you and your family, resort discounts, free childcare and more! 

  

Tamarack Resort offers a comprehensive benefits package including free childcare, season passes, employee housing in our brand-new housing units, resort discounts, 401k, health, dental, vision, life insurance, and more! We are passionate about guest service and delivering memorable experiences to all who enjoy Tamarack. 

  

Mountains, meadows and lakes are for everyone, and our resort community is no different. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. We celebrate and respect our diverse team members and guests. 

The Reservations Supervisor should be enthusiastic about working in a fast-paced sales and service environment and fostering a team culture that strives for excellence.  

Summary: 

The role of the Supervisor is to lead the daily operations in Reservations. 

  

The Supervisor will be instrumental in Reservation Agent sales and service training; including resort knowledge, system accuracy and efficiency, and overall understanding of their part in the guest journey.  

  

This person will be up to date on all Tamarack product features, guest benefits, discounts and promotions, including lodging accommodations, lift tickets, season passes, rental equipment, lessons, spa services, guided services and dining.   

  

Leadership development plan and system training will be provided. Compensation is hourly plus commissions on consumed sales and bookings made without error. 

Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

Ensure Tamarack Resort standards of service are always delivered, and that value is created with every guest, homeowner, and fellow employee connection.  

Maintain phone tree configuration and seasonality.  

Be responsible for scheduling phone coverage and daily reservation duties.  

Be the Manager-on-Duty when Reservations Manager is out of the office; including weekends and holidays.  

Will take inbound calls, emails, and chat messages when and as needed. Will make outbound calls to existing guests or past guests to assist with their vacation plans.  

Help keep the Knowledge Hub (intranet) and (url removed) up to date on all products, events, and promotions; including all direct web channels (ie: Inntopia and WorldNxT).   

Be a coach to Reservation Agents; helping them to reach their KPI’s; including call handling, sale productivity, reservation accuracy, and guest satisfaction.  

Fully understand all reservation systems and applications; including point of sale and advanced booking systems. 

Be on time for all scheduled shifts, which may include weekends and holidays; and maintain acceptable attendance. 

Respond to inquiries and requests from different guest segments and communication channels. Ensure the Reservations department is able to consistently resolve issues in a timely, efficient, and professional manner by documenting and demonstrating processes.  

Handle guest escalations as needed and see through the resolution and ways to avoid the issue in the future.  

Summarize and quality control calls and bookings made by Agents. Report metrics weekly and monthly.  

Ensure advanced deposits due are collected for all reservations and that reservations are ready to be handed off to Front Desk and other departments for fulfillment.  

Ensure overflow Call Center has current product, policy and promotion information.  

Assist with special projects and perform other duties and responsibilities as assigned.  

Have fun! Create relationships and a professional rapport with Tamarack Resort guests.  

Qualifications:

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Must enjoy working and interacting with Tamarack Resort guests and other Tamarack employees.  

Previous sales and service experience.  

Preferred experience in a Property Management System and Point-of-Sale system.  

Ability to handle and manage confidential information.  

Ability to multitask while maintaining organization and attention to detail. 

Ability to solve problems and see resolutions through to the finish with guest satisfaction. 

Must be over 21 years of age.