Resort Reservationist

Status: Seasonal, Winter (Part Time & Full Time Opportunities Available)

Sugar Bowl is seeking Resort Reservationists with a phone voice that could talk someone into (and out of) just about anything. As the communication hub for everything our guests need to know, from lift tickets and ski school options to season passes and day-to-day resort operations, you'll help a family plan the perfect powder day one minute, then field a flurry of calls during a bluebird Saturday rush the next. This role calls for a strong focus on customer service and the ability to juggle high call and email volumes while keeping your cool, your accuracy, and your professionalism intact. Come be the friendly voice that kicks off every great Sugar Bowl day!

Why Sugar Bowl?

Sugar Bowl Resort has been proudly independent for over 80 years and is one of the oldest ski resorts in California. Situated atop beautiful Donner Summit, Sugar Bowl has a storied past with ties to Austrian ski culture, Hollywood and Walt Disney. This special community helped bring skiing to “sunny California” since December 1939. Since then, it continues to attract adventurous winter sports enthusiasts alike.

Who You Are:

· Strong verbal and written communication skills, with a professional and approachable demeanor

· Able to handle high call/email volumes, particularly during peak season, while maintaining accuracy and composure

· Open to learning new skills and supporting other departments as needed - a versatile, team-first mindset

· Basic computer skills, with experience in Microsoft Office, point-of-sale systems, and CMS software preferred

· Experience handling email communications with a focus on clarity and professionalism

· Willing to work flexible hours, including weekends and holidays, during the ski season

What You’ll do:

· Serve as the primary voice for Sugar Bowl Ski Resort, responding to guest inquiries about ski packages, lessons, rentals, and resort amenities

· Help guests find the right product, and upsell/cross-sell resort products and services to enhance the guest experience

· Provide up-to-date information on resort operations, including lift status, weather conditions, and events

· Address guest concerns and questions in a professional and timely manner, escalating issues when necessary

· Process phone orders for tickets, passes, and other resort services to ensure a smooth guest experience

· Use Podio to document call volume and track guest interactions, keeping accurate records

· Manage email inquiries, responding promptly and thoroughly

· Work closely with the Call Center Lead and Guest Services Director to meet KPIs and department goals

· Stay informed about current promotions, special offers, and operational updates to give guests accurate, timely information

· Cross-train and lend a hand in other departments as needed, building a broader understanding of resort operations

Physical Requirements:

· Comfortable sitting for extended periods while working at a computer and phone workstation

· Manual dexterity for extended computer, phone, and CMS/POS system use

· Sufficient visual and auditory acuity to accurately process orders and communicate with guests over the phone and via email

· Able to stay focused and composed during high call-volume periods, especially during peak season

· Comfortable working in a fast-paced, sometimes high-pressure call center environment

Winter Benefits:

· Employer sponsored 401k plan after 1,000 worked hours and one (1) year of service

· Paid sick time

· Employee Assistance Program (EAP)

· Professional development opportunities  

· Free ski and tubing passes for employees 

· Free ski passes for dependents 

· 50% off food at our restaurants

· Free group ski and snowboard lessons for employees 

· Employee discounted lift tickets for family and friends 

· Lift ticket discounts at multiple resorts including 24 Mountain Collective destinations

· Hotel discounts

· Employee ski reciprocal programs 

Sugar Bowl Resort believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, hair, religion, sex, sexual orientation, gender identity, gender orientation, gender expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, medical condition, or any other status protected by federal, state or local law, ordinance or regulation. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall, and termination.