Job Details

Title Reservation Specialist
Job Category Guest Services & Ticket Sales
Employee Classification Flex Year Round
Part Time No
City Olympic Valley, CA
Location Squaw Valley Ski Resort
Description Department: Contact Center
Reports to: Contact Center Manager
FLSA Status: Non-Exempt
Job Status: Year Round, Full Time
Hours: Varies. 7:30am to 6:00pm--hours vary according to shift. Weekends and holidays required.
Updated 8.31.18
Job Summary: The Vacation/Reservation Specialist serves as the first line of contact for Squaw Valley Alpine Meadows guests. Agents primary responsibility is to book products for guests in advance of their upcoming visit. Field inquiries regarding Squaw Alpine Resort products, services, and lodging options and customize vacation packages to fit the needs of the guests, while providing excellent guest service and guidance. Special attention to first time visitors and guests with complex requests requiring 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.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Applicants must be 18 years of age.

Essential Job Responsibilities/Duties/Tasks include the following; other duties may be assigned:
1. Provide customers with quality customer service in a friendly and positive manner.
2. 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 School, and Resort Events and Activities.
3. Actively participate in all assigned daily duties including but not limited to; fulfilling online sale orders, assisting guests via telephone, Live-Chat, email or other written communications.
4. Provide resort, village and local information to the guest. Assess customers’ needs and provide them with the best product and vacation packages available to meet those needs.
5. Check voicemails and emails promptly and respond back to the guest within a 24-hour period.
6. Perform exceptional follow-up procedures to ensure the guest’s satisfaction.
7. Assist in the resolution of guest complaints, handle all guest concerns and communicate options.
8. Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses.

Competencies and Job Requirements:
1. Proficient with Microsoft Office and Windows proficiency as well as basic computer skills with the ability to multitask
2. Effective communication skills, oral & written
3. Strong sense of customer service & safety awareness
4. Able to understand and follow verbal and written instructions.
5. Have a neat & clean appearance in compliance with the company grooming standards
6. Punctual, able to report at scheduled start time
7. Work well as part of a team.

Education and Experience:
1. High school diploma or GED.
2. One-year experience in sales/customer service.
1. Knowledge of Squaw Valley Alpine Meadows

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment for up to 8 hours each day; lifts up to 10 pounds regularly; exposed to typical office environment conditions and noise levels. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.

Working Conditions:
Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to outside weather conditions.
Hazardous Materials/Noise: The noise level in the work place is usually moderate.
Equipment Used in Job: None
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