• Oversee the daily Reservations operation, ensuring all reservations, correspondence, guest requests, and follow-up activities are handled accurately, efficiently, and in accordance with established procedures 

• Ensure every guest and caller receives personalized, professional, and seamless service consistent with One&Only Moonlight Basin standards 

• Conduct regular quality audits and spot checks to ensure compliance with Standard Operating Procedures, service standards, and operational controls 

• Oversee third-party reservation channels, ensuring information, rates, inventory, and availability are accurate 

• Maximize revenue opportunities through effective conversation, upselling, cross-selling, and suggestive selling techniques 

• Partner with Revenue Management and Sales & Marketing to optimize reservations performance, monitor demand and booking trends, and identify opportunities to increase revenue 

• Ensure no-show and late-cancellation reservations are reviewed and processed accurately, including the appropriate application of charges 

• Personally oversee escalated reservation inquiries, special requests, VIP arrangements, and guest concerns, ensuring timely resolution and appropriate follow-up 

• Review and respond to guest complaints within 24 hours, where applicable, and ensure appropriate recovery that protects both the guest relationship and the interests of the organization 

• Collaborate with operational departments to ensure reservations information are effectively communicated prior to arrival 

• Lead, coach, mentor, and develop the Reservations team to achieve exceptional service standards, guest engagement, and selling performance 

• Analyze departmental performance and prepare required reports, including turn-away statistics, providing action plans for improvement 

• Perform additional responsibilities as assigned by the Director, Sales & Marketing and other members of management 

Skills, Experience & Educational Requirements  

• A minimum of 5 years of progressive experience in Reservations in hospitality, including at least 2 years of experience in a management position 

• Previous experience in a five-star hotel or resort environment 

• Proven experience leading, coaching, and developing a high-performing Reservations team 

• Strong commercial awareness with a demonstrated ability to drive revenue 

• Advanced working knowledge of Opera Property Management System (PMS) and reservations-related systems 

• Exceptional interpersonal and communication skills, with the ability to build strong relationships with guests, colleagues, and third parties 

• Strong analytical and problem-solving skills, with the ability to interpret departmental performance data and translate insights into action 

• Willing to work a flexible schedule, including weekends and holidays 

Benefits

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Subsidized Colleague Housing
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.