Reservations and Concierge Manager

Brasada Ranch•Bend, OR

About The Position

The Reservations & Concierge Manager is a newly created leadership role responsible for bringing one of Brasada Ranch's most guest-facing functions fully in-house. This position oversees the end-to-end reservations and concierge experience for resort guests and members, ensuring seamless coordination, elevated service standards, and deeply personalized experiences that reflect the spirit of Brasada Ranch. As a strategic people leader and operational expert, this role serves as a central hub connecting Front Office, Recreation, Programming, Spa, Golf, Dining, Sales, and external partners. The Reservations & Concierge Manager sets the vision, standards, and systems that allow the team to consistently deliver exceptional, effortless, and memorable guest journeys.

Requirements

Minimum of 3–5 years of experience in concierge, reservations, guest services, or hospitality operations, preferably in an upscale resort or luxury hotel environment.
Previous leadership or supervisory experience strongly preferred.
Proven ability to build relationships with guests, members, internal teams, and external partners.
Exceptional communication skills with the ability to translate guest preferences into thoughtful, customized experiences.
Strong organizational, time management, and problem-solving skills; thrives in a fast-paced, high-touch environment.
Comfortable working with reservations systems, CRM tools, and Microsoft Office platforms.

Responsibilities

Lead, coach, and develop the Reservations & Concierge team, setting clear expectations around service excellence, responsiveness, and guest personalization.
Establish staffing models, schedules, and coverage plans that align with seasonal demand and resort occupancy.
Foster a culture of empowerment, accountability, and warm hospitality where team members feel confident creating memorable guest moments.
Conduct training, onboarding, and ongoing education to ensure the team is expert-level on Brasada Ranch amenities, programming, and the Central Oregon region.
Oversee all guest and member reservations across on-site amenities including Spa Brasada, dining, golf, recreation, rentals, and signature experiences.
Ensure concierge interactions are anticipatory, personalized, and aligned with guest intent-from pre-arrival planning through post-stay follow-up.
Act as an escalation point for complex guest needs and service recovery, resolving issues with empathy, creativity, and professionalism.
Build meaningful relationships with the member base to understand preferences, expectations, and evolving needs.
Own concierge and reservations workflows, ensuring accuracy, efficiency, and consistency across platforms and departments.
Partner with leadership to evaluate, refine, and optimize systems, tools, and processes as the function transitions in-house.
Maintain strong communication channels with internal departments to ensure alignment on programming, availability, and guest flow.
Analyze trends, guest feedback, and volume data to inform staffing, offerings, and continuous improvement.
Manage and nurture relationships with off-site outfitters, guides, and local partners, ensuring offerings align with Brasada's brand and quality standards.
Oversee coordination and confirmation of all off-site adventures and experiences.
Collaborate with Recreation, Events, and Sales teams to support group programming, weddings, retreats, and member events.
Identify new partnership opportunities that enhance the guest experience and expand Brasada's adventure portfolio.

Benefits

Medical, Dental and Vision company sponsored benefit package available to full-time employees
401k with company match
Tuition reimbursement program
Free golf privileges
Seasonal Family Pass to the athletic center
Employee discounts at all restaurants, spa services, and retail
One complimentary trail ride with Brasada Trails

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