Job Opportunities in United States
November 6, 2024
POWDR
Park City
Central Reservations Manager - POWDR
Location: Park City, Utah
POWDR is an adventure lifestyle company that inspires every human being with cool experiences in awesome places. POWDR’s awesome places include Copper Mountain and Eldora Mountain Resort in Colorado; Killington and Pico Mountain in Vermont; Boreal Mountain Resort and Soda Springs in the Lake Tahoe region of California; Mt. Bachelor in Oregon; Snowbird in Utah; and Silver Star Mountain Resort in British Columbia, Canada.
POWDR also fuels adventure through a collection of experiences from the mountains to the valleys including Sun Country Tours river rafting outfitter based in Oregon, Powderbird heli-adventure operator based out of Snowbird in Utah, and Stovepipe lodging and concessions based in Death Valley National Park.
Its Woodward brand empowers and inspires the next generation of action sports enthusiasts through summer camps, mountain experiences, and mountain centers, incorporating dynamic programming and innovative environments at Woodward Park City in Utah, Woodward PA in Pennsylvania, Woodward Copper in Colorado, Woodward Tahoe, and Woodward West in California.
POWDR is headquartered in Park City, UT.
For more information, please visit: www.POWDR.com.
Job Summary:
Our Parks Division is growing! With our recent concessionaire award for Zion National Park, Zion Lodge, we are seeking a dedicated Central Reservation Manager to join our team. This position will be responsible for designing, implementing, and overseeing the Central Reservation and Group Sales functions for POWDR’s national park concessions, including Stovepipe Wells and Zion Lodge, with additional opportunities for future growth.
The Central Reservation Manager will manage the overall organization and day-to-day operations of the call center, overseeing the Group, Wholesale, and inbound channels. They will be accountable for achieving revenue targets, managing labor budgets, and maintaining operational efficiency. The manager will also provide training and mentorship to staff, ensuring optimal sales and service performance.
Essential Duties and Responsibilities:
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Provide management and leadership for Central Reservations and Group Sales.
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Oversee labor budgets, staffing models, scheduling, and payroll for the Central Reservations team.
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Develop business plans, achieve revenue targets through effective management of group sales, inbound channels, and yield management strategies.
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Lead daily operations of the call center, maintaining high standards of customer service and operational efficiency.
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Establish and track KPIs, including guest satisfaction, net promoter scores, average wait time (AWT), call abandonment rates, etc.
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Oversight of quality trend reporting and continual improvement of the ISO and ESQ objectives and targets, documentation, and performance management related to the quality management system.
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Train, mentor, and motivate staff for high engagement and optimal performance
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Work closely with the POWDR, Parks, and e Commerce teams to drive sales, reduce costs, and enhance guest experience.
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Maintain productive relationships with internal teams and external partners to ensure alignment and support for the reservation function.
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Monitor guest feedback, in order to adapt business models, marketing and sales.
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Suggest, develop, and execute special projects as requested in an effort to meet business goals.
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Other duties as assigned.
Required Knowledge, Skills, and Experience:
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Bachelor’s degree or equivalent business experience.
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Central Reservations, Call Center, or Hospitality experience.
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Understanding of environmental sustainability principles.
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Familiarity with management systems (e.g., ISO 14001/45001/9001).
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Strong communication skills, both written and verbal, with the ability to build productive relationships with vendors, partners, and stakeholders.
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Excellent organizational skills, with attention to document management and process development.
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Demonstrates leadership, with a positive and collaborative attitude and a commitment to shared values like Play Forever and environmental sustainability.
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Ability to work independently and within a team environment.
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Technology skills with databases, Excel, Word, Acrobat, Outlook, Share Point, Teams, etc.
ESQ and Play Forever Responsibilities and Requirements:
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Understand and follow all ESQ procedures that relate to your job duties.
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Work with a “safety-first” attitude.
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Minimize your impact on the environment when at work.
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Treat our customers, co-workers, leadership teams, all internal guests with respect and a hospitable service atmosphere must be projected at all times.
Travel Requirements:
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Up to 10%
POWDR is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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