Reservations & Groups Manager - Twin Farms
About The Position
The Reservations & Groups Manager serves as the property-level reservations lead for Twin Farms, ensuring reservation details, group bookings, Travel Advisor support, and internal handoffs are accurate, timely, and aligned with the Twin Farms guest experience. This role works closely with Central Reservations, Concierge / Pre-Arrival and Guest Experience. Central Reservations supports standard booking activity, while Concierge / Pre-Arrival manages detailed guest itinerary planning. The Reservations & Groups Manager ensures that information flows clearly between these teams and that complex reservations are properly coordinated.
Requirements
- 3–5 years of experience in reservations, rooms, front office, sales coordination, or luxury hospitality operations.
- Proficiency with reservation/property management systems and Microsoft Office.
- Ability to work occasional weekends, holidays, or extended hours during peak periods, group arrivals, or special events.
- Strong written and verbal communication skills with a polished, guest-centered approach.
- Excellent organization, follow-through, and attention to detail.
- Ability to manage multiple priorities in a fast-paced, high-touch environment.
Nice To Haves
- Experience with groups, full-property bookings, or complex reservations preferred.
- Experience working with Travel Advisors, Travel Agents, or luxury booking partners preferred.
Responsibilities
- Serve as the property-level point of contact for reservation accuracy, booking questions, and operational handoffs.
- Partner with Central Reservations to resolve property-specific booking details, rate/package questions, special requests, and reservation discrepancies.
- Manage group reservations, full-property bookings, and complex stays, including room blocks, contracts, deposits, timelines, guest lists, and internal communication.
- Coordinate reservation-related details for special property events, including room needs, guest lists, host accommodations, booking notes, and communication handoffs.
- Ensure clean handoffs to Concierge / Pre-Arrival so guest preferences, special occasions, dietary needs, and stay details are captured and communicated.
- Support Travel Advisor relationships through timely communication, accurate booking support, commission affiliation review, and thoughtful follow-through in partnership with Sales.
- Track Travel Advisor activity and share notable trends, opportunities, or concerns with leadership.
- Provide a brief daily booking snapshot for leadership, including key booking activity, cancellations, notable changes, and urgent follow-up items.
- Prepare a detailed weekly booking report covering booking activity, pace, groups, Travel Advisor activity, cancellations, and notable updates.
- Partner with Accounting on Travel Advisor commission reporting by ensuring reservation affiliations are accurate and supporting timely submission of commission information.
- Identify communication gaps or service-preparation issues and help resolve them before they impact the guest experience.
- Maintain accurate reservation records and uphold confidentiality of guest and booking information.
Benefits
- Complimentary life insurance
- 401(k) retirement plan with employer match
- Paid holidays and sick time
- Employee Assistance Program (EAP) with confidential support and resources
- Daily staff meal
- Training, professional development, and tuition assistance
- Employee referral bonuses
- Exclusive dining and lodging privileges
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
