Reservation Center Sales Lead & Guest Experience

THEODORE ROOSEVELT MEDORA FOUNDATION; Medora (ND); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Job summary

The Theodore Roosevelt Medora Foundation (TRMF) seeks a Reservation Center Manager to lead a high-performing team responsible for inbound guest bookings, outbound sales outreach, and revenue-driven engagement. This role rewards operational discipline, coaching, and a strong focus on service, conversion, and results.

You will drive outbound and inbound strategies, coach staff, and optimize booking workflows while managing guest interactions, performance metrics, and incentive programs to meet

Qualifications

• 3–5 years of experience managing an outbound sales center or sales-focused hospitality reservation center.
• At least 2 years of direct team leadership or supervisory experience.
• Strong verbal and written communication skills for coaching phone-based relationships.
• High-energy leader with coaching, accountability, negotiation, and closing skills.
• Experience with CRM systems, outbound dialers, PMS, and call analytics.
• Advanced proficiency in Excel and Google Sheets for sales reporting.
• Proven ability to meet or exceed sales goals and implement incentive plans.

Responsibilities

• Develop and lead outbound call strategies engaging past guests and prospects.
• Set daily outbound performance expectations for calls, conversions, and revenue.
• Collaborate with Revenue and Marketing on campaigns and packages.
• Drive upselling of add-ons and premium services in guest interactions.
• Oversee Vacation Center operations ensuring efficient booking workflows.
• Monitor KPI like handle time, abandonment, conversion, satisfaction.
• Escalate complex inquiries and service recovery needs.
• Design and manage incentive programs tied to revenue goals.
• Lead coaching, script reviews, and performance development.
• Manage schedules, queues, and staffing for outbound sales.

Skills

Communication

Leadership

CRM experience

Dialer systems

Excel/Sheets

Sales coaching

Objection handling

Tools

CRM systems

Outbound dialers

Property management systems

Call tracking analytics

Job description

The Theodore Roosevelt Medora Foundation (TRMF) seeks a Reservation Center Manager to lead a high-performing team responsible for inbound guest bookings, outbound sales outreach, and revenue-driven engagement. This role rewards operational discipline, coaching, and a strong focus on service, conversion, and results.

You will drive outbound and inbound strategies, coach staff, and optimize booking workflows while managing guest interactions, performance metrics, and incentive programs to meet