Reservations Manager

Treetops Resort • Gaylord, MI

4d

About The Position

The Reservations Manager oversees all reservations functions to maximize occupancy, revenue, and guest satisfaction. This role leads the reservations team, manages systems and distribution channels, ensures rate integrity, and delivers a high level of service consistent with the resort’s brand and financial goals.

Requirements

• 3–5 years of hotel or resort reservations experience, including supervisory responsibility
• Strong knowledge of PMS and reservations systems
• Proven ability to lead teams and drive performance
• Excellent communication, organizational, and problem-solving skills

Nice To Haves

• Resort or multi-outlet hospitality experience
• Revenue management or pricing exposure
• Experience managing seasonal volume and high call demand

Responsibilities

• Lead, coach, and develop members of the reservations team. Includes hiring, training, performance management, and scheduling
• Ensure service standards, call quality expectations, and productivity benchmarks
• Foster a guest-focused, collaborative, and professional work environment
• Manage daily reservation operations, including room inventory, availability, restrictions, and yield strategies
• Partner with Revenue Management to implement pricing strategies, promotions, and forecasted demand plans
• Monitor booking pacing, pickup, cancellations, and no-show trends
• Oversee reservations systems (PMS, CRS, channel manager, call tracking)
• Maintain rate accuracy and parity across all booking channels (direct, OTA, group, wholesale)
• Ensure accurate data entry, reporting, and system configuration
• Ensure prompt, courteous, and knowledgeable handling of guest inquiries
• Resolve reservation-related issues, escalations, and special requests
• Coordinate with Front Desk, Sales, Groups, and Operations to ensure seamless arrivals and stays
• Assist with upselling, packaging, and cross-selling resort amenities
• Ensure compliance with brand standards, internal policies, and legal requirements
• Assist with budgeting, forecasting, and annual planning

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees