Moving Mountains
Published
April 8, 2022
Location
Vail/Beaver Creek, Colorado
Category
Job Type
Salary
Hourly: $22.00 - $28.00
Insurance
Yes

Description

COMPANY OVERVIEW:

In 2021, Moving Mountains received an honorable mention of being in the top 50 - 100 places to work in the USA as determined by the “Outside Magazine Best Places to Work” Employees Survey.

Moving Mountains is a family-owned and locally operated company, established in 1997. Since then, we have carved out a niche for high-touch memorable vacation experiences in exceptional mountain homes. We can directly attribute our success to building our brand around pillars of trust, integrity, and outstanding guest experiences. Because of our commitment to these core values, our portfolio has grown to almost 200 remarkable properties in the Colorado mountain destinations of Steamboat Springs, Beaver Creek, Vail, and now Breckenridge. This responsibility and growth have positioned us as market leaders in the luxury vacation property management space.

As we continue to grow, we are actively seeking opportunities for expansion in other areas of North America, building on our years of expertise and success. Our achievement and growth have resulted in a fast-paced, dynamic, and engaging day-to-day workflow. Combined with our founders' creative and unconventional style, Robin and Heather Craigen, Moving Mountains has cultivated a rewarding corporate culture that continues to drive the company forward and offers fulfilling career opportunities for team members.

JOB TITLE: Guest Services Specialist

REPORTS TO: Director of Sales

JOB SUMMARY: This sales-focused position is primarily responsible for recommending and booking value-added services for Moving Mountains guests according to their needs. Responsibilities will also include a secondary role within the Reservations Team in making lodging reservations, especially during times when demand fluctuates due to seasonality.   The Guest Services Specialist will provide assistance with information, and vacation planning, and resolve any problems that our guests face with accuracy and efficiency.

DUTIES AND RESPONSIBILITIES:  

  • Service guests by selling activities and services to meet guests' needs, while also driving company revenue goals. Focuses on hitting individual sales goals, while contributing to the team effort.  
  • Displays a friendly manner, builds sustainable relationships, and is focused on high customer retention.
  • Focuses on pre-arrival communication and vacation planning with a focus on guest services and activities that provide revenue; Including but not limited to lift ticket sales, resort pass programs, ski school reservations, activity reservations, and private chef-catering menu requests, grocery stocking service. These services are subject to change.
  • Is highly familiar with the service area/resort and must be able to communicate with an authentic local perspective.
  • Accurately documents all guest communications. 
  • Self-motivated. Strong phone communication and interpersonal skills. 
  • Must be able to work holidays and weekends as demand requires.  
  • Attends to guest requests when in-resort or makes changes as seasonal elements may cause changes to schedules.  
  • Provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.  Is able to handle conflict or complaints if needed.
  • Helps maintain professional relationships with local vendor partners. Is on the lookout for new relationships to help provide best-in-class service to our guests. Recommends changes to services based on property management services, or competition. 
  • Helps assist the guest and Operations Coordinator with check-in & check-out arrival and departure information.
  • Liaises with all MM teams regarding specific guest needs.
  • Helps with any reconciliation from vendors as assigned.
  • Develops intimate knowledge of all Moving Mountains properties to effectively sell the right property to match the needs of the guest.
  • Assists with lodging reservations at all Moving Mountains properties including email quotes, phone sales, follow-up calls, travel agent, and whole agent reservations. This is secondary and usually seasonal. 
  • Creates memorable vacations.
  • Performs other related duties as assigned by management.

 

Guest Services Sales Bonuses:  As part of this position, we structure cash incentives for targets met, worth up to the assigned percentage value of services sold, as well as additional uncapped cash incentives for exceptional performance.  This is paid out once a year ending the company fiscal year. (May 1- April 30).

Reservation Sales Bonuses:  Monthly and quarterly incentives for targets met.  The commission is based on reservation type made, insurance policies sold, and quarterly guest arrival. 

Job Type: Full Time / Year-round. Opportunity to be a hybrid work from home/office model. Must live or have lived in the Colorado Mountain destination servicing. 

Pay Range - $22-$28

DESIRED SKILLS AND EXPERIENCES:

  • Qualifications: College degree preferred.
  • Experience: At least 2 years in customer service, sales, or related fields.
  • Computer Literacy: Strong skills using MS Office Programs: Word / Excel / PowerPoint / Outlook
  • Organization: Exemplary time management and organizational skills for problem-solving to meet deadlines
  • Social: Ability to interact positively with supervisor, management, coworkers, members, and the public to promote a team effort and maintain a positive and professional approach.
  • Communication: Strong ability to give and receive feedback and implement feedback immediately. Strong phone and active listening.
  • Prioritization: Exceptional ability to prioritize tasks with strong attention to detail

Personal Qualities

  • Teamwork: Ability to interact positively with all employees, owners, and guests.
  • Customer Service: Displays courtesy and sensitivity, Manages difficult or emotional customer situations, Responds promptly to customer needs
  • Sales Skills: Achieves sales goals, maintains customer satisfaction
  • Calm Under Pressure: Handles stress and high volumes of work with grace and dignity
  • Company Culture: A passion for excellence and alignment with Moving Mountains company code and culture
  • Work Ethic: Deadline-driven, detail-oriented, and able to work autonomously but also as a team player.

COMPENSATION & BENEFITS:

We’ve put together an exciting benefit and compensation package for you because we believe our employees are our greatest asset.

Hourly Pay Range - $22-$28

Benefits:

  • Retirement account matching
  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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