Contact Center Manager
| Company | Sugarbush Resort |
|---|---|
| Location | Middlesex, VT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- High school diploma or equivalent required
- College degree preferred
- Experience as a supervisor required
- Avenue experience/reservations five years minimum required
- Excellent communication and listening skills
- Technical proficiency (Microsoft Office Suite)
- Customer service or hospitality experience required
- Strong organizational and time management discipline
- Experience with Inntopia; RTP or other hospitality operating systems, particularly SMS Host
Responsibilities
- Manage the duties of the Supervisor and reservations staff to ensure the efficient and quality results of reservations team, to include guest satisfaction, sales professionalism, and revenue generation
- Maintain a complete knowledge of all resort facilities, room types and amenities and remain up to date on all rates and stay restrictions, promotions and campaigns, and changes in policies and procedures
- Ensure regular coaching, training and learning opportunities for associates, daily, weekly, and monthly, as needed and supporting HR training models
- Attend all designated meetings, as assigned
- Identify reporting requirements and metrics to create, manage and execute lodging budget
- Provide feedback to Revenue Optimization Team to better maximize resorts revenue and marketing capabilities
- Implement and manage GDS inventory; maintain/load rates and information to ensure the accuracy of distribution channels (information, pricing, inclusions, restrictions, etc.)
- Support the FIT program with guidance from the Director of Sales and Resort Sales Manager
Preferred Qualifications
-
No preferred qualifications provided.