Head of Reservations: Drive Revenue & Guest Joy

One&Only Resorts; Big Sky (MT); Sur place; USD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

401(k) Program

Paid Time Off

Housing Support

Ski Pass/Fitness Pass

Complimentary Transportation

Complimentary Meals on Shift

Property Discounts

Travel Discounts

Résumé du poste

One&Only Moonlight Basin is seeking an accomplished Manager, Reservations to lead the Reservations department in Bozeman, Montana, and drive exceptional guest service aligned with the One&Only Moonlight Basin standard.

The role oversees daily operations, revenue optimization, staff development, and coordination with Revenue Management and Sales & Marketing to maximize bookings and guest satisfaction. A strong background in luxury hospitality and Opera PMS is required.

Qualifications

• 5 years of progressive experience in Reservations in hospitality, including at least 2 years 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.
• Willing to work a flexible schedule, including weekends and holidays.

Responsabilités

• 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.

Connaissances

Reservations management

Team leadership

Revenue optimization

Guest service

Outils

Opera PMS

Description du poste

One&Only Moonlight Basin is seeking an accomplished Manager, Reservations to lead the Reservations department in Bozeman, Montana, and drive exceptional guest service aligned with the One&Only Moonlight Basin standard.

The role oversees daily operations, revenue optimization, staff development, and coordination with Revenue Management and Sales & Marketing to maximize bookings and guest satisfaction. A strong background in luxury hospitality and Opera PMS is required.