Area Reservations Manager - Hotel Polaris (Call Center Hub)
About The Position
Area Reservations Manager - Hotel Polaris (Call Center Hub) Overview Are you ready to help shape the future of travel and hospitality at Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Area Reservations Manager to join our team and play a vital role in shaping the success of Hotel Polaris, as well as our CoralTree hospitality Reservations Hub. As the Area Reservations Manager, you will be an integral member of the team that leads strategic efforts and stewards the dynamic relationships across all key stakeholders including, Ownership, CoralTree Hospitality and Asset Management to ensure strategic alignment towards individual hotel and call center performance. Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.
Requirements
- Minimum of three (3) years experience leading a reservations sales team in a comparable AAA Four Diamond/Four Start hotel is required.
- High school diploma or general education degree (GED or minimum of five years related experience and/or training; or equivalent combination of education and experience).
- Expert knowledge of Revinate, Delphi, and HMS property management systems.
- Must have previous reservation sales experience, including usage of NAVIS.
- Must have strong verbal and written communication skills, be highly organized, and detailed.
- Ability to work as a team-player and accept assignments from multiple individuals.
- Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.
- Bring “Fun” to work every day.
Nice To Haves
- Experience managing a remote team preferred.
- Experience onboarding a new property preferred.
Responsibilities
- Provide strategic leadership and operational oversight for the Reservations Hub, ensuring alignment with company objectives and consistent execution of reservations sales, service, and guest experience standards across all supported properties.
- Partner with Revenue Strategy, Sales, Marketing, and Operations teams to drive revenue growth, optimize performance, and support portfolio objectives.
- Develop, coach, and retain high-performing reservations teams, fostering a culture of accountability, engagement, continuous improvement, and professional development.
- Establish and oversee key performance indicators including conversion, revenue contribution, call quality, abandonment rates, response times, guest satisfaction, and labor productivity.
- Lead reservation sales and guest engagement strategies, including upselling, outbound revenue generation, ancillary revenue opportunities, and promotional execution.
- Champion the guest booking experience by maintaining service standards, reservation accuracy, rate integrity, and quality assurance programs across all supported properties.
- Lead the implementation, optimization, and adoption of reservations technologies, CRM platforms, telephony systems, and guest engagement tools to improve efficiency and business performance.
- Develop and maintain scalable reservations processes, standards, and best practices that support operational excellence and future portfolio growth.
- Lead the onboarding and integration of new properties, systems, and programs into the Reservations Hub, ensuring successful adoption and consistent execution.
- Oversee reservations reporting, financial reconciliations, travel agent partnerships, commission processes, and performance analytics, providing recommendations to senior leadership.
- Represent the Reservations function in cross-functional initiatives, strategic projects, and organizational change efforts impacting guest acquisition, revenue generation, and service delivery.
- Maintain awareness of industry trends and best practices, implementing innovative solutions that enhance reservations performance and the guest experience.
- Attend and lead bi-monthly calls with Revinate leadership to ensure optimizing use of the system.
- Coordinate and collaborate with the group housing supervisors at each Hotel, assisting in execution and client requests as needed.
- Attend and participate in weekly revenue meetings and annual reservations sales training.
- Create and maintain department scheduling and overview of timesheets.
- Maintain a standard of 80% or higher on team shop calls and a 4% or less abandonment rate.
- Ensure team is fulfilling Daily Checklist tasks.
Benefits
- Group medical, dental, vision, life, and disability benefits.
- Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
- Colorado Family and Medical Leave Insurance Program (FAMLI).
- An employee assistance program.
- Paid time off/sick time.
- Participation in a 401(k) plan with a company match.
- Complimentary team member meals.
- Complimentary room nights at CoralTree Hospitality managed properties.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
