Shuttle Reservations Lead

Create Your Experience of a Lifetime!

Come work and play in the mountains! Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons

• MORE employee discounts on lodging, food, gear, and mountain shuttles

• 401(k) Retirement Plan

• Employee Assistance Program

• Excellent training and professional development

• Referral Program

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)

• Free ski passes for dependents

• Critical Illness and Accident plans

Job Summary:

The Reservations Team Lead supports the daily supervision and operations of the Reservations Contact Center. This role ensures smooth department performance by managing call volumes, assisting both onsite and remote agents, resolving guest issues, and partnering with dispatch teams and airport staff to deliver an Experience of a Lifetime .

Job Specifications:

• Starting Wage: $23.00/hr - $25.20/hr

• Employment Type: Year Round

• Shift Type: Full Time hours available

• Minimum Age: At least 18 years of age

• Housing Availability: No

Job Responsibilities:

include (but are not limited to):

• Maintain strong knowledge of the reservation database, transportation products, and services.

• Complete onboarding and training for new hires.

• Supervise and support a team of 12–14 Reservation Agents.

• Assist agents with difficult guests, incidents, and questions.

• Help hold agents accountable for performance, attendance, and behavior according to company policies.

• Coach and develop agents to meet or exceed performance goals.

• Deliver exceptional customer service that exceeds guest expectations.

• Demonstrate proficiency in sales techniques.

• Handle guest incidents professionally and effectively.

• Collaborate with internal departments and partners.

• Utilize strong organizational and time‑management skills.

• Work a flexible schedule, including weekends, holidays, early mornings, late evenings, and schedule changes as needed.

• Answer routed contacts in a timely and professional manner.

• Assist with interviewing and hiring new agents.

• Partner with the Training Department and third‑party vendors as needed.

• Perform other duties as assigned.

Job Requirements:

• Experience in call centers, hospitality, or sales.

• Valid driver’s license.

• Data entry experience.

• Proficiency in the MS Office Suite.

• Excellent command of written and spoken English.

• Ability to work on a phone and computer for extended periods.

• Flexible schedule with strong time‑management skills and attention to detail.

• High level of interpersonal communication and customer service skills.

• Ability to multitask effectively.

Schedule:

• Must be able to work a flexible schedule, including nights, holidays, and weekends.

The expected pay range is $23.00/hr - $25.20/hr. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 518797

Reference Date: 11/10/2026

Job Code Function: Dispatch - Transportation