Ellie Harbers

Vail Resorts

07.2001 - 06.2025

Led an onsite and remote reservations sales and service team of 15 to 30 employees, including travel coordinators, supervisors, sales, and operations managers.
Managed the scheduling of front-line staff through advanced Workforce Management tools, ensuring optimal phone coverage and efficiency.
Provided coaching and training to travel coordinators on strategies to enhance sales performance, including lodging, additional products such as lift tickets, ski school, rental equipment, and ground transportation.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Collaborated with cross-functional teams, including Front Desks, Group, and Wholesale Reservations, to improve service delivery and customer satisfaction.
Attended weekly meetings with the Revenue Optimization team, as well as property leaders, to discuss booking trends and guest feedback, ensuring the development of optimal rate and occupancy strategies.
Developed and maintained labor and expense budgets, ensuring financial targets were met, while optimizing resource allocation.

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