Reservations Operation Manager

Seasonal (Seasonal) Job Title: Reservation Operations Manager Location: Remote Terms: Seasonal, full-time Pay: $26/hour base wage, plus team performance-based incentives Requirements Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems well train you on our tools) Reliable high-speed internet and a quiet home workspace Availability for weekend and holiday shifts, our busiest periods Previous management experience required Previous call center experience preferred, not required! Daily operations are divided into 8am - 4pm or 10am 6pm shifts (time zone is defaulted to Mountain Time). (Start date of Sept 19th) We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming. About Us Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years, rallying behind collaboration, teamwork, accountability, and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture, and fun work environment to create a customer experience unlike any other. Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below: Service | Simple | Purposeful | Curious | Give Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we dont stop there. Our culture is about being a part of something bigger. Whether its contributing to our net zero climate initiatives, building lifelong friendships or making a customers vacation memorable, a job at Ski Butlers will be the best decision you make. About the Role As the Reservation Operations Manager, you'll work across all of our markets unlike our Team Leaders, who each own designated markets, you'll float wherever the team needs you most. That means overseeing daily operations across the board, stepping in to cover Team Leader responsibilities when they're out of office, and carrying your own management duties alongside. You'll be the connective tissue of our reservations team. You will participate in holding our agents accountable to upselling products and features we offer, take on the more complex customer requests, and most importantly make sure our customers are excited for their ski vacation. Our call center is open 8am - 6pm Mountain Time, 7 days a week. Primary Responsibilities Monitor agents tasks, shared email inbox, and phone time accountability Create weekly schedule; ensure coverage will align with task organization Lead 1:1s with agents, providing constructive feedback and channeling their input upward Collaborate on initial and ongoing reservations agent training Lead sections of team meetings and represent reservations in local ops meetings Answer teams questions and concerns Secondary Responsibilities Jump in directly with customers during busy periods, walking them through the reservation process Support emails and voicemails during busy periods Align with our local shops to assist with any modifications, switch outs, pickups and to maximize revenue during peak periods Ensure brand standards are met in each conversation to maintain our award-winning customer service Perks and Benefits Free Alterra Mountain Company Employee pass Unlimited access to all Alterra Mountain Company owned resorts Ability to upgrade to full Ikon Pass at heavily discounted rate Ability to ski regularly* Barring blackout dates at Deer Valley Access to 645+ industry discounted brands through Expert Voice Discounted access to Rossignol/Dynastar/Lange equipment 401K benefit and match for ALL staff members over 18 years old Local ski pass reimbursement of up to $500 in order to be eligible for reimbursement, you must work through your agreed upon end date SkiButlersis a standalone business within Alterra Mountain Company's family of mountain destinations. Alterra Mountain Company is a family of iconic year-round mountain destinations, the worlds largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 60 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure. We love everything snow. The mountains, the skiing, the passion - it's who we are. It makes up our identity. We are looking for like-minded team members who are excited to spend a winter in the mountains and share their passion with our customers. Our Values: Service: Delivering legendary service Simple: Keep it simple Purposeful: Be purposeful in everything we do Curious: Be curious to continue learning and growing Give: Give back to our local communities With service to over 40+ resorts throughout North America and Europe, we make it easy for you to pick the market you want to live and work. E-Verify Participation Right to Work