Reservations Manager

Nekoosa, WI

3d•Onsite

About The Position

The Reservations Manager plays a vital role in delivering thoughtful, high-quality service to Sand Valley guests. This position is responsible for managing the Reservations team to maximize resort revenue and guest satisfaction through effective yield management and efficient reservation processing. The Reservations Manager must be well-versed in the responsibilities of Reservations and have knowledge of Groups, Lido Concierge, and Founders teams, providing seamless support across departments. A strong leader is essential to guide the Reservations team, maintain a structured and professional environment, and demonstrate sound judgment and critical thinking skills. This role requires a service-oriented operator who is dedicated to delivering exceptional guest experiences while coaching and inspiring a high-performing team. The ideal candidate is a builder and developer of people and processes, continuously striving for growth and excellence.

Requirements

High school diploma required; college degree preferred.
Minimum of 2 years of relevant functional and/or management experience.
Proven ability to lead, mentor, and motivate a team in achieving sales and event goals while fostering a positive, open-communication culture.
Strong written, verbal, and interpersonal communication skills with a customer service focus.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Experience in budget development, strategic planning, and staff management.
Ability to analyze problems, develop solutions, and efficiently manage multiple responsibilities under pressure.
Highly organized, detail-oriented, and able to work flexible hours, including evenings, weekends, and peak event periods.
Strong emotional intelligence, a proactive mindset, and a professional, positive demeanor.

Nice To Haves

Experience with CRM or event management software (Revinate, Delphi, Opera, or Salesforce preferred).

Responsibilities

Lead a team of Reservations Agents focused on curating the guest experience in lodging, golf, dining, and other resort activities.
Share relevant information with Central Reservations and PBX by providing updates regarding golf and lodging prices, room descriptions, golf and lodging offers, and general resort information, including pertinent details regarding other departments.
Handle reservation calls, book tee times and lodging, and respond to guest emails as needed.
Lead the training and development program, focusing on implementation of a structured training calendar while enhancing the call scoring program and improving the feedback loop for the team.
Supervise training of all reservations team members on resort software, policies, and procedures.
Continually improve and update training protocols and manuals.
Work in conjunction with the Revenue Management team to maintain tee sheet utilization standards and support guest satisfaction.
Maximize room occupancy, dining reservations, and golf bookings while balancing prime tee times, room nights, guest needs, and overall resort revenue.
Collaborate closely with the Food & Beverage department to promote and communicate offerings that enhance the overall guest experience.
Conduct regularly scheduled team meetings.
Address team member matters and recognize outstanding performance in accordance with resort People & Culture policies and guidelines.
Resolve guest issues related to reservations and group bookings when necessary, ensuring timely and personalized follow up.
Oversee the scheduling of Reservations and PBX team members, ensuring appropriate supervisory presence in the Reservations office.
Produce and analyze weekly and monthly call volume reports to adjust staffing and meet call volume demands.
Provide reports to leaders as required.
Fulfill the role of liaison between Reservations, Groups, Buddies Golf, Concierge, and Guest Billing divisions, as well as other operational departments.
Collaborate with the Marketing department on conversion metrics and external guest communication.
Conduct annual team member performance reviews in accordance with resort policies.
Maintain a productive, supportive, and team-oriented work environment.
Be available for evening, weekend, and holiday coverage.
Perform other duties as needed.