Reservations & Call Center Assistant Manager

REQUIREMENTS:

• Previous leadership, hospitality, customer service, call center, reservations, or related experience preferred.
• Strong commitment to hospitality and delivering excellent guest experiences.
• Excellent communication and problem-solving skills.
• Ability to coach, train, and support employees.
• Comfortable handling difficult guest situations calmly and professionally.
• Strong organizational skills and ability to manage multiple priorities.
• Comfortable learning new systems, products, and procedures.
• Positive, dependable, adaptable, and solution-focused.

WHAT YOU CAN EXPECT:

• Provide daily leadership, coaching, and support to Reservations and Call Center staff.
• Assist with employee scheduling, training, onboarding, performance, and development.
• Support the team during busy periods by assisting with calls, LiveChat, reservations, and guest inquiries.
• Handle escalated guest concerns with a positive, professional, and solution-oriented approach.
• Take ownership of guest issues and work toward timely and appropriate resolutions.
• Assist with reservation, payment, gift card, and transaction-related questions or discrepancies.
• Learn and support department systems, procedures, products, and services.
• Communicate important updates and operational information to employees.
• Work collaboratively with other departments to resolve guest and operational needs.
• Help maintain a positive, organized, and team-focused work environment.

WHAT WE CAN OFFER YOU: We offer the opportunity to join a growing company with over 40 years in the hospitality industry and be a part of setting a new standard of excellence in guest satisfaction. We understand the importance of both personal and professional growth and support our team members in achieving their goals. Team members enjoy benefits including a free season pass and activities around the resort, discounts on food and merchandise, and special team celebrations in an environment that gives you the opportunity to play where you work!  

WHY IT’S SO GREAT TO WORK FOR BLUE MOUNTAIN RESORT: Blue Mountain Resort offers an environment that encourages personal and professional growth, collaboration, safety, and fun. We are committed to fostering a rich learning environment based on individual talents and goals. Together we strive to cultivate a community based on trust and respect.  

This job description is a general outline of the responsibilities and duties. Additionally, it is not limited to these specifications and is subject to revision by Blue Mountain Resort at any time.  

Job offers are contingent upon successful completion of a background investigation and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.  

Blue Mountain Resort is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other status protected by applicable law.