Reservations Manager - Twin Farms

Twin Farms•Barnard, VT

3d•Onsite

About The Position

The Reservations Manager is a key commercial and operational leader at Twin Farms, responsible for reservation performance, inventory strategy, and the quality of the booking experience. This role serves as the primary connection between Twin Farms, Central Reservations, Travel Advisors, and property leadership. The Reservations Manager monitors booking pace, occupancy, Average Daily Rate (ADR), Average Length of Stay (ALOS), conversion, cancellations, booking trends, and inventory utilization, using this information to identify opportunities and support business decisions. Working closely with the Director of Rooms and Managing Director, this role combines strong analytical thinking with highly polished communication and the high-touch service expected at Twin Farms. The Reservations Manager also works closely with the Groups Coordinator, who has primary responsibility for group and buyout coordination.

Requirements

3+ years of experience in reservations, rooms, revenue support, or luxury hospitality.
Strong understanding of booking pace, occupancy, ADR, ALOS, conversion, and inventory management.
Strong analytical skills and comfort working with data, reports, and performance metrics.
Advanced proficiency with Excel and reservation/property management systems.
Exceptional written and verbal communication skills.
Strong organization, attention to detail, and follow-through.
Ability to balance analytical thinking with a highly personalized guest-service approach.
Ability to communicate effectively with senior leadership and provide clear recommendations.
Ability to work occasional weekends, holidays, or extended hours based on business needs.

Nice To Haves

Previous reservations management or leadership experience strongly preferred.
Luxury hotel or resort experience preferred.
Experience working with Travel Advisors or luxury travel partners preferred.

Responsibilities

Serve as the primary property-level liaison between Twin Farms and Central Reservations.
Monitor and analyze booking pace, occupancy, ADR, ALOS, conversion, cancellations, booking windows, and inventory trends.
Identify soft periods, high-demand periods, inventory gaps, and booking opportunities, and provide recommendations to leadership.
Manage reservation inventory thoughtfully to support occupancy, revenue, and the guest experience.
Maintain forward-looking reservation and occupancy reporting for the Director of Rooms and Managing Director.
Prepare concise daily and weekly booking reports highlighting performance, significant changes, opportunities, and concerns.
Track inquiry-to-booking conversion and work with Central Reservations to identify opportunities to strengthen conversion.
Review lost business and cancellation trends to better understand booking barriers and guest behavior.
Ensure Central Reservations has accurate information regarding accommodations, rates, packages, policies, availability, and booking priorities.
Serve as the senior property resource for complex individual reservations and booking questions.
Resolve reservation discrepancies and ensure rates, packages, accommodations, and guest details are accurate.
Maintain polished, timely communication with Travel Advisors and luxury booking partners.
Track Travel Advisor booking activity and share meaningful trends with leadership and Sales.
Ensure reservation information is handed off accurately to Concierge / Pre-Arrival and Guest Experience.
Work closely with the Groups Coordinator to ensure group and buyout activity is reflected accurately in inventory, occupancy, and pace reporting.
Identify opportunities to improve reservation processes, reporting, systems, and communication.
Partner with leadership on reservation strategy, inventory management, and commercial initiatives.