Sugarloaf Reservations and Product Support Supervisor

Company : Boyne Resorts

Job Type : Full Time

Carrabassett Valley, United States

Job Description - Sugarloaf Reservations and Product Support Supervisor

Overview

Sugarloaf is currently seeking a people and service-oriented individual with reservations and/or sales experience to join our team as a Reservations and Product Support Supervisor. Our reservation and product support team is the first point of contact for our guests, creating exceptional experiences as they plan and book their visit to the resort.

Our Reservations and Product Support Supervisor is responsible for leading the team to deliver outstanding guest experiences while also acting as a sales agent in the contact center office. The ideal candidate for this position will be a guest-first advocate who excels at building meaningful relationships with both guests and team members, while working accurately within established guidelines. This role requires an empathetic communicator who can inspire and support team members while prioritizing guest satisfaction and responding thoughtfully to both team and guest needs.

This full-time, year-round role is eligible for medical/dental/vision/401K benefits, paid time off, and many other great job perks. Starting wage is anticipated to be between $21-24 per hour.

If you enjoy providing quality customer service and working with a supportive team, this is the job for you!

Responsibilities

Lead daily contact center operations to ensure best practices and exceptional guest satisfaction
Provide information and guidance to the reservation and product support team
Handle guest resolution with empathy and professionalism, prioritizing guest satisfaction while supporting resort objectives

Interviewing, hiring, scheduling, evaluating and monitoring of seasonal staff with the manager
Assist Manager with guest and team challenges
Assist Manager with Five9/Salesforce monitoring and compliance
Daily tasks of reservations agent as needed
Daily tasks of product support agent as needed
Assisting the Reservations & Product Support Manager in any way necessary

Qualifications

Candidates must have:

prior experience in reservations, sales, or a related field.
a willingness and ability to learn systems in a timely fashion.
exceptional communication and interpersonal skills to create meaningful, positive guest experiences and foster strong team relationships.
previous experience with conflict resolution in guest-facing environments, with a focus on achieving positive outcomes for guests.

Previous supervisory experience is preferred but we are willing to train the right fit.

Sugarloaf Team Member Benefits include:

Free lift pass for skiing and/or riding
Discounts at resort F&B and retail locations
Discounted ski/snowboard lessons and rentals
Access to Nordic trails and discounted equipment rentals at our Outdoor Center location
Discounted passes at other partner resorts
Eligibility for benefits such as medical/dental/vision/life insurance as well as paid time off

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