Reservations Agent

Position: Central Reservations Agent (CRA)
Department: Reservations
Location: Granite Peak
Direct Report: Reservations & Guest Services Manager
Time: Part-time | Full-time Seasonal
Wage: $16-$18per hour
Benefits: On hill Perks for employees and their families at all MFSR (Midwest Family Ski Resorts) locations

Midwest Family Ski Resorts (MFSR) represents three of the Midwest’s oldest and largest mountain resorts:
Granite Peak (WI), Snowriver (MI), and Lutsen Mountains (MN). As a multi-generational, family-owned and operated collection of ski areas, we pride ourselves on welcoming Midwest families, friends, and visitors to the slopes. Our culture is grounded in team-focused values, with team members who take initiative, adapt to change, and collaborate to create great experiences. Together, we make memorable moments that keep communities and guests returning year after year.

Serve as the first point of contact for guests across all three Midwest Family Ski Resorts:
Granite Peak (WI), Snowriver (MI), and Lutsen Mountains (MN). Own the reservation process with accuracy and enthusiasm, ensuring seamless service that reflects Midwest hospitality. At Granite Peak, support on-site ticketing and guest services operations, assisting, training, and modeling best practices to deliver memorable guest experiences.

• Guide guests through reservations for season passes, lift tickets, lodging, lessons, rentals, and other products.
• Deliver exceptional service across phone, email, chat, and in-person interactions, ensuring brand standards are met.
• Upsell and cross-sell products to maximize guest value and enhance their experience.

• Maintain up-to-date knowledge of all resort products, policies, and events to answer guest questions accurately.
• Communicate clearly and professionally across all channels.
• Provide timely information to guests to build excitement for their ski vacation.

• Assist with on-site Guest Services and Ticket Sales operations.
• Support training of seasonal and new staff; model service standards for team members.
• Maintain clean, organized, and guest-ready work spaces.

• Troubleshoot and resolve guest issues promptly, escalating to supervisors when necessary.
• Ensure service recovery efforts reflect professionalism and Midwest hospitality.

• Complete office duties, including opening/closing procedures, cash handling, and system checks.
• Support cross-resort initiatives and additional duties as assigned.

• Prior customer service experience required (resort, hospitality, or retail preferred).
• Strong phone, communication, and interpersonal skills.
• Highly organized and detail-oriented; able to manage multiple tasks in a fast-paced environment.
• Proficient with Microsoft Office and general office technology.
• Team player with initiative and problem-solving skills.
• Able to sit/stand and perform repetitive computer tasks for extended periods.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business, availability on peak holiday time frames and weekends is required.