The Reservations Department has big targets, and as the Reservations Lead Hand, your role is key in achieving these goals. You are an energetic person in the call center, constantly keeping an eye on reservation agents, coaching them, motivating them, and ensuring they have the tools available to be the best sales team possible. You are available for full time, year round work, evenings, holidays, and weekends. You are enthusiastic about your job, love to have fun, and show an eagerness to take on new challenges. The Reservations Lead Hand is also responsible for assisting the Reservations Manager and Supervisor with training, day-to-day operations, and assisting with scheduling when necessary. You are an adaptable, customer service and solution oriented person who embraces change and thrives in a diverse and dynamic working environment. You set and maintain high standards in customer service, reservation completion, office etiquette, and interdepartmental relations. You encourage everyone around you to do their best by setting a personal example and assisting team members in setting and achieving their goals.

Essential Functions:

• Performs all job tasks identified in Reservation agents' job descriptions to the highest standards, acting as a role model for the rest of the team.
• Monitors day to day operations such as tasks and reporting are completed correctly daily in conjunction with the Reservations Manager and Supervisor
• Monitors call center targets and agent statistics; congratulates team on successes and motivates team when work needs to be done to reach targets.
• Assigns tasks and monitors individual agent's work quality and performance; providing regular recognition, motivation, and coaching by using a variety of methods, resources, and tools.
• Assists with ensuring Reservation Checks; providing feedback to all reservation agents with integrity, diligence, and sensitivity.
• Assists with escalated calls; able to deal with difficult situations.
• Reports all misbehavior or compromises of workplace ethics to the Reservations Manager and/or Supervisor.
• Keeps abreast of resort events; works closely with other departments and communicates any relevant information with the rest of the team as required. Keeps all online guides up to date with accurate and relevant information.
• Monitors progress and brings any individual or system concerns to the attention of the Reservations Manager & Supervisor with integrity, diligence, and sensitivity.
• Complete any other tasks as assigned and needed in order to ensure success in reaching department and resort's goals.
• Assists with training new and existing staff as needed, using all training resources currently available.
• Participates in the hiring process with the Reservations Manager & Supervisor as necessary

Experience / Requirements:

• Must have at a minimum of one seasons experience as a Reservation Agent, Front Desk Agent or Sales Coordinator at Panorama Mountain Village.
• Must be available for full time, year round work, evenings, holidays, and weekends.
• Excellent knowledge of Microsoft Office, Springer Miller Systems and RTP
• Exceptional communication skills
• Capacities to problem solve and multi-task under stressful situations.
• Willingness to have fun, with an eagerness to take on new challenges, learn and adapt to situations and scenarios as required.