Manager, Reservations 
(13774)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary 

 The Manager, Reservations leads and guides the entire team to achieve departmental objectives and company core values. The Manager, Reservations is responsible for blowing away guests, enhancing their experience and attracting repeat clientele. They must set up procedures that maximize revenue and other selling opportunities. They must ensure that the company’s set standard operating procedures are followed while delivering the services. They must also supervise the daily operations of the reservations department.  

Key Duties & Responsibilities 

• Makes sure that the set departmental annual objectives are met, and the team is working together to achieve the same goal 

• Ensures that the departmental appraisals are completed on time and submitted 

• Conducts departmental operational meetings 

• Monitors the entire reservations operation as per departmental standards 

• Attends to all inquiries, complaints, and requests regarding reservations and/or reservation operating procedures 

• Attends to all guest complaints by reviewing and responding to them within 24 hours, to achieve a satisfactory result for both guests and the organization 

• Checks for no-shows and late cancellations with colleagues daily, ensuring that the incremental revenue is booked daily 

• Ensures every caller directed to the reservations department receives an optimum level of service and care  

• Manages third-party sites, ensuring the proper implementation of reservations procedures 

• Ensures the team is aware of all promotional rates and packages, using up-selling, cross-selling, and suggestive selling techniques to sell effectively 

• Monitors telephone call volumes, reporting trends to the Director, Revenue Management 

• Responsible for the processing of correspondence checks, ensuring that all guest information and requests are duly entered in the system 

• Updates account profiles regularly to maintain a healthy database 

• Carries out regular spot checks within the department to ensure that the standards outlined in the SOP manual are being adhered to 

• Updates SOPs regularly, initiating changes whenever necessary 

• Ensures team members are developed effectively, creating a culture of high-quality standards for relationship-building, customer service, and selling techniques 

• Allocates tasks to the Team Leader and Agents, ensuring they are resolved before the end of the day 

• Ensures daily attendance sheets and on-shift checklists are completed and signed by the team 

• Maintains a comprehensive filing system in the reservations department 

• Prepares turn-away statistical reports 

• Conducts on-the-job training and appraisal sessions with the team 

• Assists with any other duties as required by the Director, Rooms or other members of the management team 

 Skills, Experience, & Educational Requirements  

• A minimum of 2-years’ experience in a similar role with reservations, significant experience working in a contact center, or similar fields preferably in a luxury resort 

• Knowledge of Opera  

• A “people person” with excellent interpersonal, communication, and training skills 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.