Reservations Manager - Full time, Year Round

Mohonk Mountain House • New Paltz, NY

4h

About The Position

The primary role of the Reservations Manager is to lead the Reservations Department to maximize conversion, occupancy, and revenue while ensuring exceptional guest service. Reporting to the Director of Revenue Management, this position provides strategic leadership, operational oversight, and cross-departmental collaboration to align reservations strategy with organizational revenue goals. The Reservations Manager is accountable for departmental performance, staffing strategy, process optimization, and the effective execution of selling and service strategies.

Requirements

• Four-year college degree or equivalent combination of education and experience.
• Seven to ten years of progressive experience in hotel reservations, call center operations, or front office management, with at least three years in a senior leadership role.
• Strong knowledge of PMS, reservations platforms, distribution channels, and revenue management concepts.
• Proven leadership, coaching, and team development skills.
• Strong analytical, organizational, and communication skills.

Responsibilities

• Provide strategic leadership and direction for the Reservations Department, including staffing models, scheduling strategies, and performance management.
• Establish departmental goals, KPIs, and productivity benchmarks for conversion, call handling, booking accuracy, and revenue contribution.
• Lead a high-performing Call Center team by implementing and refining call quality standards and coaching programs to elevate guest experience and increase conversion rates.
• Hire, train, coach, discipline, and evaluate Call Center team members and supervisors in accordance with Mohonk Mountain House standards.
• Design and implement targeted sales incentive initiatives that drive measurable gains in revenue, upselling success, and team engagement.
• Assist in managing and optimizing the resort’s online booking engine by maintaining rate accuracy, inventory availability, promotional configurations, and system updates to ensure seamless functionality, reduce booking errors, and maximize direct revenue performance.
• Partner with Revenue Management, Sales, Marketing, and Front Office leadership to implement pricing, demand management, and promotional strategies.
• Monitor booking pace, pick-up trends, market segmentation, and distribution channel performance; recommend adjustments to rates, restrictions, and selling strategies.
• Analyze booking pace, demand patterns, market segmentation, and distribution performance to recommend and implement strategic adjustments in collaboration with Revenue Management.
• Oversee inventory controls, reservation policies, and rate integrity across all channels.
• Participate in and/or lead strategy meetings related to revenue, demand, and guest experience initiatives.
• Analyze reservations and call center data to identify trends, opportunities, and process improvements.
• Ensure consistent application of service and selling standards, including upselling, cross-selling, and package promotion.
• Manage escalated guest issues, complex bookings, and VIP reservations.
• Oversee property management reservation systems, CRM platforms, and call center technology; ensure training, administration and system optimization.
• Develop and maintain departmental SOPs, training materials, and quality assurance programs.
• Prepare and present reports on departmental performance, staffing efficiency, and revenue contribution.
• Participate in budgeting, forecasting, and annual planning processes.
• Participate in the development, management, and control of the departmental budget, including labor forecasting and expense management to meet revenue and profitability targets.
• Collaborate with Marketing and Distribution to maintain rate parity and optimize online selling platforms.
• Identify and recommend process, technology, and automation improvements.
• Participate in Manager on Duty rotation and attend management meetings.
• Demonstrate proficiency with Microsoft Office applications and reservations technology systems.
• Communicate effectively with guests, employees, and leadership in written and verbal formats.
• Meet physical requirements including standing, walking, sitting, lifting up to 20 pounds, and extended computer use.
• Maintain a flexible schedule including evenings, weekends, and holidays.
• Model and uphold Mohonk Mountain House Dress and Grooming Standards, and actively lead the department in living and advancing the Mohonk Service Steps and Service Strategies through vision-setting, coaching, and accountability.
• Learn and retain knowledge of Mohonk Mountain House history and operations.
• Travel and representation of Mohonk Mountain House at various trade conferences is required, up to 5% of work schedule annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager