Job Summary 

The Team Leader, Reservations will provide day-to-day leadership support to the Reservations team, ensuring a consistent high level of service to prospective guests. They will support the achievement of departmental performance targets by effectively implementing established selling strategies, including upselling, cross-selling, and suggestive selling.  

This position is based in Bozeman, Montana.

Key Duties & Responsibilities 

• Assist the Manager, Reservations with the daily allocation of tasks, directing colleagues’ assignments as required to meet operational needs 

• Encourage opportunities to maximize revenue through upselling, cross-selling, and suggestive selling 

• Monitor incoming call volumes, service levels, and staffing coverage to minimize abandoned calls 

• Manage third-party reservation sites and channels, ensuring accurate information, rates, inventory, and availability, while maintaining compliance with established processes and procedures 

• Monitor the daily performance of colleagues, providing ongoing coaching to support service excellence 

• Conduct shift briefings in the absence of the Manager, Reservations, ensuring colleagues are informed of relevant hotel updates 

• Maintain effective communication flow within the Reservations team, ensuring important updates, operational changes, and guest feedback are communicated in a timely manner 

• Ensure colleagues are knowledgeable about current promotional rates and packages, and hotel products and services 

• Handle no-show and late-cancellation reservations in accordance with resort policies and procedures, including investigating, documenting, and processing applicable charges accurately 

• Perform additional responsibilities as assigned by the Manager, Reservations or another member of management 

Skills, Experience & Educational Requirements  

• A minimum of 1 year of experience within a Reservations department in a hotel or resort setting 

• Previous experience in a hospitality leadership role  

• Proficient in Microsoft Office and other hotel systems, such as the Opera Property Management System (PMS), is preferred 

• Strong customer service skills with the ability to identify revenue opportunities 

• Excellent communication, interpersonal, and organizational skills 

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.