Lodging Reservations Manager - Year Round

$80,000 - $90,000/Yr

Deer Valley Resort - Park City, UT

Full-time - Mid Level

Onsite - Park City, UT

Rental and Leasing Services

About the position

The Lodging Reservations Manager at Deer Valley Resort is responsible for overseeing the management and operation of the resort's Lodging Reservations call center. This role involves leading a team, managing reservations for lodging and activities, and contributing to the strategic goals of the resort. The position requires strong leadership skills, knowledge of reservation software, and the ability to handle escalations and problem resolutions effectively.

Responsibilities

• Manage all functions associated with lodging, activity, travel services, and package reservations for Deer Valley Resort managed lodging properties.
• Recruit, train, supervise, schedule, and evaluate Reservation team members.
• Handle escalations and problem resolutions, guided by the Three Circle Model, to reach satisfactory outcomes for all parties.
• Maintain in-depth knowledge of reservation software and identify improvements and troubleshoot issues.
• Establish and maintain relationships with property General Managers and Alterra resort counterparts.
• Represent Deer Valley in committees and groups such as Alterra Contact Center Leadership Team.
• Ensure timely reporting of lodging reservations call volume, trends, and KPIs, and present relevant metrics in meetings.
• Prepare departmental labor and expense budget and administer sales staff incentive plan.
• Manage team of department supervisors, including performance reviews and time off requests.
• Remain up-to-date on lodging inventory changes and communicate updates to the Lodging Reservations team.
• Conduct regular departmental staff meetings to share department and resort KPIs, news, and updates.
• Serve as primary point of contact for other Resort departments that have lodging needs.
• Backup of the reservation phones as workload and call volume dictates.
• Assist Vice President of Lodging and Director of Lodging with other duties as assigned.

Requirements

• Travel industry call center management experience required, preferably within the ski industry and Park City destination.
• Experience with luxury lodging properties and property management business model.
• Ability to maximize effectiveness of in-office, remote, and hybrid staff.
• ACD and CRS software knowledge required; experience with Maestro property management software and Inntopia reservation software is a plus.
• Proven ability to coordinate and follow through on all tasks; must be very detail-oriented.
• Ability to cultivate and maintain positive energy within the department, reducing points of friction and emphasizing teamwork.
• Comfortable with public speaking, leading, and actively participating in meetings, trainings, and team events.
• Ability to multi-task and prioritize in a dynamic environment.
• Excellent technical skills and the ability to confidently assist with software issues, system maintenance, troubleshooting, etc.
• Ability to successfully motivate the Lodging Reservations team while representing Deer Valley's Three Circle Model.

Nice-to-haves

• Experience in software troubleshooting.
• Knowledge of the ski industry and Park City destination.

Benefits

• 401(k) matching
• Ski perks including Deer Valley season pass and discounts at other resorts
• Friends and family ski discounts
• Free staff ski lessons and discounted rentals
• Subsidized meals at Employee Dining Rooms
• Subsidized housing options for seasonal full-time staff
• Discounts at restaurants, shops, and service providers in Park City
• Healthcare options available for staff members