Reservations Supervisor

FULL-TIME | YEAR-ROUND POSITION AVAILABLE

This is where we’re supposed to give you a quick introduction about working at Jay Peak. Except there’s nothing quick about what your experiences will be or what our expectations are. In summary, we will expect you to work hard, to help fellow teammates, to service the guest and to have fun. In return, we will pay you fairly, let you know (and more importantly make you feel) that you are valued, and, if you’re so inclined, work with you to help create a career.

Still interested? Keep reading.

The Reservations Supervisor oversees the daily operations of the Activities & Reservations Call Center, ensuring exceptional service delivery and efficient workflow. This role is responsible for managing all inbound guest communications, including phone inquiries and reservation requests for lodging and resort amenities. Key duties include staff training and development, scheduling, software and system upkeep, accounting-related tasks, and maintaining clear and consistent departmental communication.

The supervisor ensures accurate tracking and reporting of all service offerings and reservations, including daily reporting for Jay Peak lodging and weekly reporting for the Activities Call Center. This position also maintains up‑to‑date information on seasonal amenities and resort offerings, ensuring all data is accurately reflected across reservation systems.

A strong partnership with the internal training team is essential, as the supervisor helps ensure that all agents receive timely updates, resources, and support needed to deliver an outstanding guest experience.

• Answers incoming & places outbound calls for lodging guest amenity reservations.
• Maintaining weekly list of guests for outbound calls during summer season to upsell into resort amenities.
• Assists guests in best understanding the Resort’s various amenity offerings & services.
• Provide service communication, relaying deposit/cancellation policies & processing amenity reservations deposits.
• Supervise Reservations Call Center Agents to ensure professional service standards are met.
• Work with Manager to maintain schedules – ensuring proper station coverage is available to meet the demands of the business.
• Provide coaching and assistance as needed to call center agents on an ongoing basis.
• Process weekly sales reports for periodic review by management.
• Ensure all company policies and best practices are being followed for call center operations.
• Develop ongoing training materials to motivate & educate call center agents, ensuring a positive/productive working environment within the center.
• Communicate Resort goals & product offerings to associates, ensuring every employee has effective knowledge of the services they are selling.
• Monitor periodic customer survey’s – ensuring quality service standards are on target.
• Maximize potential revenue by following specified selling guidelines.
  Assist trainer in updating seasonally data information for agents.
• Assist in maintaining daily reporting for Jay Peak Lodging.
• Assist with fulfillment reporting on daily basis for online Move UP card sales.
• Other duties as assigned, which could be directly related, or un-related to original position.

• Knowledge of Property Management Systems, strong background in Microsoft Office software.
• Knowledge of Sirius and Inntopia useful but not required.
• Must have excellent telephone etiquette and the ability to lead others to do the same.

Directly supervises up to 10-15 employees in the Reservations. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge,…