Reservations Manager

BallenIsles Country Club•Bend, OR

22h•$29 - $31

About The Position

The Resort Reservations Manager is responsible for leading the reservations department, managing booking operations, and ensuring rooms are blocked to maximize efficiency. This role oversees daily reservation activities, optimizes occupancy and revenue, ensures accurate and efficient handling of individual guest bookings and is the liaison between the property and the offsite reservations team.

Requirements

Strong communication, organizational, and problem-solving skills a must
Bachelor’s degree in Hospitality, Business or related field preferred
2–4 years of experience in reservations, front office, or hospitality operations
Previous supervisory or leadership experience preferred
Proficiency in property management systems (Springer Miller preferred) and reservation software
Ability to multitask and work in a fast-paced environment
Customer-focused mindset with a commitment to delivering exceptional service

Nice To Haves

Experience with revenue management principles
Familiarity with OTA (Online Travel Agency) platforms
Data analysis and reporting skills
Experience with offsite reservations, RezForce
Conflict resolution and team leadership abilities

Responsibilities

Oversee daily reservation operations across phone, email, and online booking systems
Ensure all reservations are processed accurately and in a timely manner
Coordinate and monitor owner and vacation rental reservations
Handle escalated guest inquiries, complaints, and special requests professionally
Assist and work with sales and revenue management teams in developing and implementing reservation strategies and promotions
Collaborate with Revenue Management to implement pricing strategies, promotions, and demand-based controls
Monitor booking pace, pickup trends, and forecasting to support revenue optimization
Analyze booking trends and generate reports on occupancy, cancellations, and revenue performance
Analyze performance metrics (ADR, occupancy, conversion rates) and implement improvements
Oversee and optimize daily room inventory to maximize occupancy, revenue, and guest satisfaction
Curate room assignments with a focus on personalization, considering guest preferences, stay history, VIP status, and special occasions
Pre-block and meticulously prepare arrivals for VIPs, repeat guests, and high-value clientele
Manage upgrades and suite allocations strategically to enhance guest satisfaction, revenue management and loyalty
Identify opportunities to elevate the guest journey through thoughtful room placement and surprise-and-delight moments
Collaborate with front desk, golf, spa, outlets, sales, and housekeeping teams to ensure seamless guest experiences
Collaborate with Housekeeping to prioritize room readiness, ensuring suites and premium accommodations meet luxury presentation standards
Partner with Guest Services teams to anticipate and fulfill special requests and experiences
Maintain real-time accuracy of guestroom and vacation rental inventory
Monitor room inventory, availability, and rate plans to maximize occupancy and revenue
Monitor and execute overbooking strategies in alignment with revenue goals while preserving guest experience
Oversee all reservation channels, including direct bookings, online travel agencies (OTAs), and third-party partners
Ensure accurate input and management of room inventory, rates, packages, and restrictions in the PMS/CRS (Springer Miller Host, SMS)
Maximize conversion rates through effective inquiry handling, upselling, and personalized recommendations
Ensure all guest communications (phone, email, online) reflect luxury service standards and attention to detail
Resolve room-related guest concerns with professionalism, discretion, and a service recovery mindset
Maintain knowledge of resort offerings, promotions, and local attractions to assist guests