Vail Resorts Ancillary Sales and Reporting Team Manager - Keystone Reservations - Winter Seasonal - Keystone, CO in Keystone, Colorado

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

The Reservations Department is responsible for driving lodging visitation and vacation essentials sales for Vail Resorts. Often the first interaction for many of our guests, the Reservations Team aims to provide an easy vacation planning experience with a focus on converting sales and providing world-class customer service.

The Team Manager is responsible for driving the performance of their team by developing them through dynamic coaching, employee development and performance management. The Team Manager will have daily oversight of their team whom is responsible for selling Vacation Essentials (Season Passes, Lift Tickets, Rentals, Ski School, and Ground Transportation). Through passion and leadership, they need to cultivate a culture of excellence in every customer contact.

This position also owns both reporting and scheduling logistics for the Colorado Reservations departments. Analyzing data, identifying trends and making data-driven decisions to prepare the call centers for success.

Job Requirements:

  • Meet call center sales objectives through collaborative efforts with the Sales Manager and Ops Manager. Analyze team performance to identify trends or red flags and provide feedback to Operations and Sales Managers. Maintain accountability of employees to performance standards and sales expectations. (Drive)

  • Forecast and manage labor expenses as they relate to weekly employee scheduling and yearly budgets. (Drive Value)

  • Manage all aspects of employee performance through coaching, developing and disciplining employees. Communicate job expectations as well as career path opportunities. Follow production, productivity, quality and customer-service standards and identify work process improvements. (Development)

  • Prepare and Analyze weekly business performance reports to identify trends or red flags and provide feedback to Ops Manager as well as other key stakeholders such as Property Management, Inventory Management, and Revenue Management. Identify and propose solutions with the goal of maximizing revenue. (Out Front)

  • Demonstrate an unyielding passion for the guest experience, culture, mission and vision. Troubleshoot and resolve guest and partner issues in a timely and mutually beneficial outcome. Find and deliver proactive and innovative solutions to ensure the highest employee and guest satisfaction results and resolution. (Passion)

  • Identify opportunities and propose solutions with the goal of maximizing revenue and conversion and improving service levels to help create Experiences of a Lifetime for our guests. Monitor agent performance and report on overall performance of Colorado in the Vacation Rental markets as it relates to lead management. Ensure agents are meeting response time goals to email inquiries and conducting follow up calls to maximize booking opportunities. (Drive Value)


  • College Degree or relevant work experience

  • 2+ years in a call center and/or hospitality environment

  • Valid Driver’s License

  • Microsoft Office Suite

  • Reservation/Property management software experience preferred: RPOS, LMS, Inntopia

  • Lead management software experience preferred: Navis

  • Must be able to assist with Tier 1 troubleshooting for applications, hardware, and software to support virtual agents

  • Excellent command of the English language, both written and spoken; Spanish a plus

  • Flexible schedule, exceptional time management and attention to detail.

  • High level of interpersonal communication and a focus on customer service skills.

  • Demonstrated leadership in building high-performance teams. Training, coaching and follow through.

  • General math skills

  • Knowledge of Keystone, Breckenridge, Vail, Beaver Creek Resorts

We’re looking for team members who are passionate about their work and the world around them, who take pride in ensuring our guests receive the best possible service and who bring a sense of self and fun to all they do. Life at 9,280 feet in the sky is a little different. With our crisp Rocky Mountain air and boundless options for adventure and exploration, you can join a community who loves where they live and loves what they do. Keystone will be your home away from home; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team – where A Mountain of Possibilities awaits.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

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