Job Details
Description
COMPANY OVERVIEW
At Stratton, we are a team of people who work extremely hard and take our jobs very seriously, without forgetting how to laugh and have fun. We choose people that display the talent and attitude that exemplify the high level of service our guests expect and deserve. Our vision is to be A BOLD MOUNTAIN COMMUNITY CULTIVATING EXTRAORDINARY EXPERIENCES.
BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT’S IN IT FOR YOU?
Stratton’s team members are rewarded with job experience, opportunities for career advancement and some great lifestyle perks for our seasonal team members including:
Stratton season pass for all employees
Free season pass for dependents – this includes spouse & children under 26 years old
Alterra Mountain Pass – good for lift access & discounts at all Alterra owned resorts – dependents too!
Unlimited introduction letters for 50% off day tickets at IKON partner resorts
Discounted golf, mountain bike, and fitness center memberships
Retail and Food and Beverage discounts
12 – $25 lift tickets for your friend & family guests
Onsite medical clinic
401(k) with company match
Generous PTO plan to facilitate a work/life balance
Paid Parental Leave
Medical, Dental, Vision & Life Insurance
POSITION INFORMATION
The Reservation Specialist serves as the first line of contact for Stratton’s call-in guests. Agents’ primary responsibility is to book products for guests in advance of their upcoming visit, answer inquiries regarding Stratton Mountain Resort products, services, and lodging options and customize vacation packages to fit the needs of the guests, while providing excellent guest service and guidance. Agents work closely with first time visitors and guests with complex requests requiring the agent to have specific resort knowledge and attention to detail. Agents are also often tasked with outbound sales campaigns and other special projects as required. Please note that you must reside in Vermont, New Hampshire, Utah, California, Colorado, or West Virginia to be eligible to work from home. This position pays $20/hour.
ESSENTIAL DUTIES
Provide customers with quality customer service in a friendly and positive manner.
Understand and develop an in-depth knowledge of products offered. These product categories include but are not limited to Lodging, Season Passes, daily tickets, Adult and Child Ski/Ride School, and Resort Events and Activities.
Cover a 9-hour shift on phones—sometimes longer during holiday and peak periods.
Actively participate in all assigned daily duties including but not limited to, assisting guests via telephone, Live-Chat, email or other written communications.
Provide resort, village, and local information to the guest. Assess customers’ needs and provide them with the best products and vacation packages available to meet those needs.
Check voicemails and emails promptly and respond back to the guest within a 24-hour period.
Perform exceptional follow-up procedures to ensure the guest’s satisfaction.
Assist in the resolution of guest complaints, handle all guest concerns, and communicate options.
Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses.
EDUCATION AND EXPERIENCE REQUIREMENTS
Education: High school diploma or GED
Experience: One–year experience in customer service / sales experience. Knowledge of Stratton and/or the ski industry. Preferred, but not required
QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS
Proficient with Microsoft Office and Windows proficiency as well as basic computer skills with the ability to multitask
Effective communication skills, oral & written
Strong sense of customer service & safety awareness
Able to understand and follow verbal and written instructions.
Have a neat & clean appearance in compliance with the company grooming standards
Punctual, able to report at scheduled start time
Work well as part of a team.
TRAVEL REQUIREMENTS
Must be present on the mountain for up to three months while training. Possibility of working remotely after training, and probationary period. Employee lodging options are available.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Weekends and Holidays required
Office Environment:
Manual dexterity to operate a computer and other common office equipment on a constant basis.
Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.