Please note, this position is located at Snowshoe Mountain Resort in Snowshoe, West Virginia

Flex Year Round

We are looking for people who are passionate about life and what they do. People who love the mountain lifestyle and who want to be at Snowshoe! We seek qualified candidates that exemplify our Core Values of Performance, Integrity, Collaboration, Environment, and most of all Fun!

Our goal at Snowshoe is to provide exceptional mountain experiences for our guests, employees, and community. We do so by embracing authenticity, celebrating our differences, and finding ways we can all connect through our shared passion for the mountain. At Snowshoe everyone is welcome, and we encourage you to be yourself. Simply put, you belong up here and we can’t wait to see you on the mountain!

Work, Play, Get Paid and Enjoy the Perks:

• Free skiing + riding privileges with direct to lift access at 14 iconic resorts including: Snowshoe Mountain, Stratton, Palisades Tahoe, Mammoth Mountain, Steamboat and more!

• 401(k) plan (Available to any employee over the age of 18)

• 12 Discounted Friends and Family $25 Winter Lift Ticket Vouchers

• 30% - 45% off Snowshoe food & beverage locations (excludes alcohol)

• 30% off soft goods and 15% off hard goods at Snowshoe owned retail locations.

• Pro Deals from some of the industries top brands such as Smartwool, Smith, Dakine and North Face

Full Time - Flex Year Round(9-11 months) Assists with Business Support procedures, which include maintaining and updating reservations in multiple systems by rekeying reservations, assigning rooms, managing room inventory, posting and updating payments and correcting rates. This also includes moving units to accommodate overbookings, owner requests, & maintenance issues and contacting the guests as needed to maintain guest satisfaction. This position will also be assisting with Travel & Leisure Representative training.

RESORT OVERVIEW, CULTURE AND VISION

Snowshoe is the premier destination for Mid-Atlantic and Southeast skiers, snowboarders and winter enthusiasts. We offer 257 acres of skiable terrain, 1500 vertical feet, 57 trails and the best snow around. Enjoy our world class events, cool mountain temperatures, beautiful vistas and 11,000 acres of unspoiled wilderness.

OUR VALUES

Our organizational values describe our shared beliefs…what’s important to us as an organization; how we want to treat each other and our guests.

Respect Excellence Safety Sustainability Fun

ESSENTIAL DUTIES

This position is responsible for overseeing and assisting with the following job results.

• Delegates the daily duties and responsibilities of the Business Support Team and ensures all tasks are complete.
• Troubleshoots products and system issues and informs the manager of the issues or corrects them.
• Assists with Guest Recovery as needed.
• Approves deviation from policies based on special circumstances.
• Helps to test new products and packages and informs the Call Center Agents and/or Trainer when they can be booked any special procedures.
• Assists with updating and adding information to the Core.
• Processes Travel Insurance Claims.
• Performs and assist with Business Support Coordinator duties as needed.
• Attend meetings and training as directed.
• Post deposits and modifies balances to reservation in SMS to match the deposit in Inntopia daily.

Quality checks all reservations booked to assure accuracy for special codes, units, dates and rates.

• Assigns units to reservations booked and try to accommodate special requests.
• May be required to run reports and update spreadsheets and reservations based on unit and rate changes.
• Work with other departments on the mountain to ensure a high level of guest service.
• May need to fill in for Call Center Supervisor on occasion
• Assists with unit moves to accommodate
• owner requests and maintenance issues. Rate adjustments and guest recovery may be necessary when doing this.
• Will make and process reservations used for promotional and complimentary use.
• Process and quality check online travel agent reservations such as Expedia and Booking.com
• Process and quality check Brigham and Unique reservations and manage inventory on these units.
• Responds to Information emails.
• Fulfills Gift Card requests as sold in the Call Center
• Manages reservations and Inventory for VRBO/Homeaway reservations using Barefoot, Inntopia, & SMS systems.
• Assists with email correspondence to guests.
• Will assist with Travel & Leisure agent training as needed.
• Processes Cancellations and handles forfeitures, refunds and credits.
• Qualifies lodging guests in 4 bedrooms and larger and emails rental contracts.
• Will be required to assist with Travel & Leisure Representative duties by answering phones and making and updating reservations and answering guest questions.
• Ensures all daily processes are done in the absence of manager, supervisors and co-workers.
• Complies with all safety procedures, rules, and regulations.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• Proficient in Microsoft Office
• Accounting knowledge is a plus
• Ability to learn existing and new software systems as implemented
• Team Oriented
• Willingness to learn, accept, and implement change

Education: High School diploma or equivalent

Experience: Prior knowledge of SMS, RTP, Barefoot, and Inntopia is required. Previous Call Center, Front Desk, and Guest Service experience is a plus. Computer knowledge is required with experience in Excel, Word, Teams and Office 365 is also required.

LEADERSHIP

• Understands business complexities and assumes responsibility for driving change
• Leads employees or teams of employees to achieve goals
• Guides employees through periods of change, even during difficult times or in the face of hard business decisions
• Exhibits honesty, integrity in an environment of mutual respect and trust, core values, reliability

ENGAGEMENT

• Is inquisitive and curious, always asking questions; Seeks new and/or different or ways to improve the business; Thinks outside the box
• Is recognized by others (internally and externally) as being engaged in their role, and someone who can often see things that others have not
• Inspires, motivates, develops, energizes, and creates engaged employees, with a solid record of employee retention
• Demonstrates true passion for the job, the resort, and the company overall
• Displays rigorous commitment to the environment, financial and safety of self, business, and inherent risks through stewardship.

COMMUNICATION

• Communicates clearly and appropriately - both orally and in writing
• Responds to questions or requests in a timely manner
• Conducts regular one-on-one and departmental meetings to ensure a good flow of information
• Recognizes and rewards the achievement of his/her team and others; Ensures thank-yous are delivered
• All communication is down home and strives to improve upon a high level of guest service in a friendly manner
• Proficient in use of technology to include Excel, Word, the Internet, desktop publishing and database management software programs. Is able to learn quickly those applications not known.

DELIVERY

• Achieves high-quality business outcomes for the division as well as delivering good results that help the business overall
• Delivers highly accurate end-work product personally and through overseeing others
• Able to analyze numbers and draw conclusions from statistical information
• Meets or exceeds financial goals, budgets, forecasts
• Creates successful strategies that produce results, but is also willing to accept responsibility for shortfalls when appropriate
• Ensures a guest driven atmosphere and improves commitment to a service level that exceed our guests’ expectations

FLEXIBILITY

• Adapts and is flexible to changing business circumstances across a season, a fiscal year, and/or multiple years; Exhibits willingness to change
• Adjusts budgets and reforecasts as needed across the year based on changing business needs
• Exhibits flexibility in their thinking, will bend when needed, and will lobby others to change when necessary
• Inspires a unified team through understanding was is required for successful, cooperative and fun team success

TRAVEL REQUIREMENTS- Any employee or volunteer who operates a company vehicle including cars, trucks, snowcats, snowmobiles, or heavy equipment is required to comply with the Driver’s Standards Policy. This policy also applies to employees or volunteers driving their personal vehicles for company business more than four times per month, averaging 30+ miles per trip. All drivers should receive a full copy of the Alterra Driver’s Standards Policy; if you have not – please contact your Risk/Safety or HR/EE Department.

PHYSICAL DEMANDS AND WORKING CONDITIONS

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

Office Environment:

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.

• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

An Equal Opportunity Employer