Mountain Sales Call Center Manager

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 notifications@smartrecruiters.com, aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains.

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 Mountain Sales Call Center Director.

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.

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

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 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

Benefits

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