Reservations Lead - Remote Eligible

Beaver-Run-Resort; Breckenridge (CO); Hybrid; USD 32,000 - 36,000; Full time

Benefits offered by this job

On-site parking

Employee ski pass purchasing program

Hotel discounts

Dining discounts

Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

Long-term Disability Insurance

Life Insurance

401k + match

Job summary

Beaver Run Resort in Breckenridge, CO seeks a Reservations Lead to serve as a key ambassador while supporting the reservations team. You will respond to guest inquiries, manage bookings, and guide upgrades to meet guest needs and revenue goals.

After onsite training, a hybrid or remote work arrangement may be available. The ideal candidate has 2+ years in hotel/resort reservations and strong communication skills, with proficiency in Springer Miller SMS and MS Office.

Qualifications

• 2+ years hotel/resort reservations or equivalent experience.
• 2+ years customer service experience.
• Proficiency with MS Office and written/spoken English.

Responsibilities

• Respond promptly to guest calls, emails, and chats with accurate information about accommodations, amenities, activities, policies and local offerings.
• Enter, modify, and confirm reservations and maintain guest records in accordance with privacy standards.
• Recommend room upgrades, packages and additional products to maximize occupancy and revenue.
• Resolve guest concerns and reservation discrepancies with empathy and professionalism.
• Coordinate with Front Office, Revenue Management, Sales, Housekeeping and other departments to ensure seamless arrivals and stays.
• Provide day-to-day technical guidance to Reservations Agents and troubleshoot system issues.
• Assist management with onboarding and training new agents and reinforce booking practices.
• Meet conversion, upselling, call quality, guest satisfaction and productivity goals.

Skills

Customer service

Reservations experience

Training

English proficiency

Education

Highschool diploma or GED

Tools

Springer Miller SMS

MS Office (Word, Excel, Outlook)

Job description

Who We Are:Beaver Run Resort & Conference Center – Connecting People to the Mountains, Breckenridge, and Each Other. Caring is at the heart of everything we do! We are located in Breckenridge, Colorado - the heart of the Colorado Rocky Mountains. Nestled between the mountain and Main Street just a few steps away from the ski slopes in the winter and the hiking trails in the summer. With 40,000 square feet of conference and meeting spaces, Beaver Run is the largest conference center in Breckenridge. We are passionate about providing exceptional guest and employee experiences. If you are service and quality minded and enjoy a fast-paced, vibrant environment, we encourage you to apply to be a part of our team.What You'll Do:The Reservations Lead serves as a key ambassador of Beaver Run Resort & Conference Center, delivering exceptional guest service while supporting the daily operations of the reservations team. This hands-on role continues to perform Reservations Agent duties, including responding to guest inquiries, providing accurate information about accommodations, amenities, activities, and services, and entering, modifying, and confirming bookings. This role recommends accommodations and upgrades that meet guest needs and revenue goals. The Lead also guides agents on technical issues, assists with training, and helps management implement standard operating procedures and complete daily, weekly, and monthly tasks. The ideal candidate is customer-focused, detail-oriented, proficient with reservation systems, and a strong communicator who can balance guest service, sales, and team support while remaining courteous and solution-oriented in a fast-paced environment. After completion of onsite training, a hybrid or remote work arrangement may be available. Employment is limited to individuals who reside and work in Colorado and live within a three-hour commute of the property in Breckenridge, CO. Schedule may vary; availability for weekends and holidays is required.Position starts at $23.00 - $26.00/hr. DOE + CommissionsDuties/Responsibilities:Respond promptly to guest calls, emails, and chats, providing friendly service and accurate information about accommodations, amenities, activities, policies, and local offerings.Guide guests through booking; accurately enter, modify, and confirm reservations and maintain guest records, payment information, and documentation in accordance with privacy standards.Recommend room upgrades, packages, and additional products tailored to guest needs to maximize occupancy and revenue.Resolve guest concerns and reservation discrepancies with empathy and professionalism.Partner with Front Office, Revenue Management, Sales, Housekeeping, and other departments to share accurate information, coordinate guest needs, and ensure seamless arrivals and stays.Provide day-to-day technical guidance to Reservations Agents, troubleshoot reservation-system issues, and maintain extensive knowledge of the property management system (PMS).Assist management with onboarding and training new agents, reinforcing accurate booking practices, product knowledge, and guest-service standards.Help the Reservations Manager implement and maintain standard operating procedures and complete daily, weekly, and monthly reservations tasks.Serve as a resource for agents on resort accommodations, seasonal offerings, promotions, and special events to ensure consistent, accurate guest information.Meet established conversion, upselling, call quality, guest satisfaction, and productivity goals while modeling effective sales and service practices for the team.What You'll Bring:Highschool diploma or GED - required2+ years hotel/resort reservations or equivalent experience – required2+ years customer service experience - requiredExperience with Springer Miller SMS - preferredProficiency with MS Office Word, Excel and Outlook -requiredProficiency in written and spoken English – requiredWhat We Offer:Opportunity for bonuses based on performance and time workedOn-site parking steps away from the liftsEmployee ski pass purchasing programHotel + Dining discountsPaid Time OffInsurance:Health InsuranceDental InsuranceVision InsuranceLong-term Disability InsuranceLife InsuranceOptional Life, Disability, etc.401k + matchThis job description is not meant to be an all-inclusive representation of the tasks and duties. Other duties and tasks may be assigned as business dictates.Highschool diploma or GED - required2+ years hotel/resort reservations or equivalent experience – required2+ years customer service experience - requiredExperience with Springer Miller SMS - preferredProficiency with MS Office Word, Excel and Outlook -requiredProficiency in written and spoken English – required