Mountain Sales Call Center Manager

Company Description

With roots dating back to 1946, Aspen Skiing Company, a division of Aspen One, owns and operates four mountains—Aspen Mountain, Snowmass, Aspen Highlands, and Buttermilk. Inspired by place, united by purpose, defined by you, Aspen Skiing Company takes pride in the coexistence of resort, community, and the environment, which exemplifies its values of living fully, honoring people and place, taking the long view, and pursuing excellence in everything it does. Aspen Skiing Company is where guests from around the world come to renew the mind, body, and spirit through unforgettable experiences at the confluence of nature, culture, and recreation.  

Aspen Skiing Company also owns and operates the award-winning Aspen Snowmass Ski & Snowboard School, Four Mountain Sports rental and retail shops, and a collection of sustainably sourced on-mountain food and beverage outlets. Aspen Snowmass encompasses 5,680 acres of skiable terrain across four mountains, more than 40 ski lifts, and more than 410 trails. For more information, visit www.aspensnowmass.com or follow @aspensnowmass on Instagram and  Facebook. 

Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. 

Job Description

The Mountain Sales Call Center Manager leads the Mountain Sales Call Center team, including management and hourly staff, to deliver exceptional guest service and ensure a seamless, efficient sales process. This role drives operational excellence, fosters a positive and guest-focused team culture, and optimizes sales workflows to support the goals of the Mountain Sales Department. This position reports to the Director of Operations.

Applications are being accepted on a rolling basis.

The salary range for this position is $64,500 - $83,800. Actual pay will be dependent on budget and experience; all salaried roles are eligible for bonus.

Essential Job Functions / Key Job Responsibilities

• Manage operations for the Mountain Sales Call Center, leading staff to deliver exceptional guest service and actively drive ticket and product sales while adapting to changing business levels and operational needs and delegating appropriately 
• Assist staff with challenging guest situations, addressing complaints promptly and professionally to maintain guest satisfaction and loyalty, making timely decisions even with incomplete information 
• Oversee hiring, onboarding, scheduling, and payroll for office staff to ensure adequate coverage during peak sales periods and support a high-performing team culture 
• Provide continuous performance feedback and coaching focused on developing staff’s sales skills and guest service excellence throughout the season, including completing documentation and performance reviews 
• Deliver ongoing education on operating standards, product knowledge, up-selling techniques, customer service, software, policies, and events to maximize sales opportunities and guest satisfaction 
• Support employee development and succession planning efforts to build a strong sales and service-focused team 
• Sell and promote lift access products, activity tickets, season passes, lessons, rentals, and related services including private lessons and reservations with a focus on maximizing revenue 
• Create and maintain the office budget, tracking expenses and explaining monthly variances while identifying opportunities to increase profitability 
• Manage purchasing, organization, distribution, and display of office supplies and marketing materials that support sales and enhance the guest experience 
• Generate ideas to increase revenue, reduce expenses, and improve guest services across the department and company 
• Other duties as assigned

Qualifications

Education & Experience Requirements 

• High School diploma or equivalent required; Bachelor’s degree preferred 
• Minimum of 2 years’ experience leading and managing a team in a fast-paced retail or guest service environment required 
• Minimum of 2 years’ experience using ticketing or point-of-sale systems required 
• Proven track record of driving sales and delivering exceptional guest service preferred 
• Experience managing scheduling, payroll, and budgeting strongly preferred  

Knowledge, Skills & Abilities

• Knowledge of money handling procedures, including experience with U.S. currency in a high-volume guest service environment 
• Knowledge of point-of-sale and ticketing systems used to support sales and guest transactions; familiarity with RTP preferred 
• Understanding of resort operations and sales strategies that support revenue growth and guest satisfaction 
• Multilingual communication skills preferred, especially Spanish or Portuguese, to enhance guest service 
• Strong computer proficiency with ability to navigate multiple systems quickly and accurately while assisting guests 
• Skilled in resolving guest concerns with professionalism, empathy, and a focus on creating positive experiences 
• Effective communication and leadership skills to motivate staff and deliver consistent, high-quality guest service 
• Ability to coach and develop team members to increase sales performance and service excellence 
• Ability to adjust quickly to changing business levels while maintaining service and sales priorities 
• Ability to stay calm and make sound, guest-focused decisions in a fast-paced, dynamic environment 

Additional Information

Work Environment and Physical Demands

• Ability to stand, walk or be on your feet for extended periods of time. Kneeling and bending may be required
• Regularly work indoors with no adverse conditions. Some positions require exposure to outdoor elements or a combination of both indoors and outdoors and may be required to walk on slippery and uneven surfaces
• Must be able to frequently lift, push or pull up to 50 lbs. individually or with assistance

Job Benefits

This position is classified as a regular full-time position eligible for the following benefits: 
Enrollment dates differ across the various programs.   

• Health, Dental and Vision Insurance Programs 
• Flexible Spending Account Programs 
• Life Insurance Programs 
• Paid Time Off Programs 
• Paid Leave Programs 
• 401(k) Savings Plan 
• Employee Ski Pass and Dependent Ski Passes  
• Other company perks  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen One, Aspen Snowmass, Aspen Ventures or Aspen Hospitality you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran). At Aspen One, inclusion, equity, and diversity are fundamental to fulfilling our vision of building a better workplace and better world. From our hiring practices through the entire employee experience, we embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to the workplace. We encourage diverse points of view which allows us to develop innovative solutions to the ever-evolving world of work. Aspen One strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.

For an overview of Aspen One Company's benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

Aspen One participates in E-Verify.

E-Verify & Right to Work Poster