Guest Experience Reservations Lead

Horseshoe Bay Resort; Horseshoe Bay (TX); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Weekly meal subsidies

Retail and dining discounts at Horsese

Discounts at Crescent Hotels & Resorts

Limited access to select resort amen

Job summary

Horseshoe Bay Resort seeks a Reservations / Rapid Response Supervisor to oversee the day-to-day operations of the Reservations and Rapid Response team. You will focus on training, guest satisfaction, and operational efficiency, ensuring associates know resort offerings and can guide guests to products and services that meet their needs.

This role monitors productivity, call handling, and in-house guest requests in line with the Director of Reservation Sales.

Qualifications

• Experience using property management and reservation systems, communicating rates and packages accurately.
• Support revenue goals and coordinating guest requests with multiple resort departments such as golf, spa, dining, and accounting.
• Lead, train, and coach reservation or hospitality teams; conduct one-on-one performance reviews; monitor productivity and call quality.

Responsibilities

• Oversee daily operations of the Reservations and Rapid Response team.
• Train, coach, and support associates on guest service standards and product knowledge.
• Monitor call quality, productivity, and service levels.
• Accurately communicate rates, packages, and resort offerings within approved guidelines to protect revenue.
• Answer all incoming inquiries and reservation requests.
• Book accommodations and advanced activity reservations, including golf, spa, marina, dining, kids’ club, and tennis.
• Handle in-house guest calls and dispatch requests to appropriate resort departments.
• Respond to accounting-related inquiries and create service tickets as needed.
• Maintain current knowledge of resort amenities, hours of operation, and product updates; communicate changes to the team.
• Ensure associates complete required familiarization activities for resort offerings.
• Conduct one-on-one coaching and sales training; review performance and identify improvement opportunities.
• Complete required documentation, correspondence, and reporting.
• Maintain a clean, organized, and professional work environment.
• Represent Horseshoe Bay Resort professionally with guests, members, associates, and leadership.
• Assist with additional duties or projects as business needs require.

Skills

Reservation systems

Revenue coordination

Team leadership

Coaching

Training

Guest service

Education

High School Diploma or equivalent

College coursework / technical certificate

Associates (Preferred)

Bachelor’s (Preferred)

Tools

Property management systems

Job description

Horseshoe Bay Resort seeks a Reservations / Rapid Response Supervisor to oversee the day-to-day operations of the Reservations and Rapid Response team. You will focus on training, guest satisfaction, and operational efficiency, ensuring associates know resort offerings and can guide guests to products and services that meet their needs.

This role monitors productivity, call handling, and in-house guest requests in line with the Director of Reservation Sales.