Reservation Specialist

At Stratton, we are a team of people who work extremely hard and take our jobs very seriously, without forgetting how to laugh and have fun. We choose people that display the talent and attitude that exemplify the high level of service our guests expect and deserve. Our vision is to be A BOLD MOUNTAIN COMMUNITY CULTIVATING EXTRAORDINARY EXPERIENCES .

BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT'S IN IT FOR YOU?

Stratton's team members are rewarded with job experience, opportunities for career advancement and some great lifestyle perks (eligibility based on employee type).

• Alterra Mountain Company Employee Pass - free lift access & discounts at Alterra resorts
• Free or discounted multi-resort dependent season passes
• Free or discounted IKON pass
• Discounted golf & fitness center memberships
• Employee childcare rates & discounted seasonal programs
• Retail + F&B discounts
• Friends & family tickets
• Onsite medical clinic
• Medical, dental, vision, life, disability, EAP, HSAs, & FSAs
• 401(k) plan with company match
• Discounted tuition plan
• Paid parental leave
• Paid sick time, FTO, Vacation

Additional perks & benefits for year round employees

Position Summary

The Reservation Specialist serves as the first line of contact for Stratton’s call-in guests. Agents’ primary responsibility is to book products for guests in advance of their upcoming visit, answer inquiries regarding Stratton Mountain Resort products, services, and lodging options and customize vacation packages to fit the needs of the guests, while providing excellent guest service and guidance. Agents work closely with first time visitors and guests with complex requests requiring the 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. This is a seasonal full-time position and pays $20.00/hour.

ESSENTIAL DUTIES

• Provide customers with quality customer service in a friendly and positive manner.
• 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/Ride School, and Resort Events and Activities.
• Cover a 9-hour shift on phones—sometimes longer during holiday and peak periods.
• Actively participate in all assigned daily duties including but not limited to assisting guests via telephone, Live-Chat, email or other written communications.
• Provide resort, village and local information to the guest. Assess customers’ needs and provide them with the best products and vacation packages available to meet those needs.
• Check voicemails and emails promptly and respond back to the guest within a 24-hour period.
• Perform exceptional follow-up procedures to ensure the guest’s satisfaction.
• Assist in the resolution of guest complaints, handle all guest concerns and communicate options.
• Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• Proficient with Microsoft Office and Windows proficiency as well as basic computer skills with the ability to multitask
• Effective communication skills, oral & written
• Strong sense of customer service & safety awareness
• Able to understand and follow verbal and written instructions.
• Have a neat & clean appearance in compliance with the company grooming standards
• Punctual, able to report at scheduled start time
• Work well as part of a team.
• One-year experience in sales/customer service.

TRAVEL REQUIREMENTS

• In order to transition working from home you must be located in Vermont, New Hampshire, or Connecticut.
• Must attend on-site training for 3-6 weeks.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends and holidays.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

An Equal Opportunity Employer