Reservations Team Lead: Guest Experience & Revenue Growth

Grand Traverse Resort; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Employee parking

Job summary

Grand Traverse Resort is seeking a Reservations Supervisor to coordinate data and lead the Reservations team in delivering accurate, guest-focused service. You will oversee daily operations, manage rates, and maximize revenue through effective yield strategies.

The role requires leadership, staff development, and proficiency with property management systems, Word, and Excel. A background check and drug screen are required.

Qualifications

• Degree in hospitality or equivalent experience in the industry.
• Minimum of 2 years of supervisory or management experience.
• Demonstrated experience in staff training and development.
• Experience with yield management and revenue optimization practices preferred.
• Proficiency in LMS or equivalent, Microsoft Word, and Excel.
• Must be able to pass a background investigation and drug screen as a condition of employment.

Responsibilities

• Supervise the daily workload of the Reservations team, with a focus on guest service, accuracy, and department performance.
• Monitor daily call volume, reservation tick sheets, and manage online/third-party reservations, rates, and availability.
• Ensure all guest confirmations, internet inquiries, and special requests are handled promptly and professionally.
• Assist in the building, updating, and management of rates and packages within the property management system.
• Train, coach, and monitor staff on up-selling techniques and closing sales to enhance resort revenue.
• Train new hires and assist in updating and maintaining training manuals and departmental procedures.
• Review all reservations made on the previous day for accuracy and follow up as needed.
• Assist in supervising staff when needed and foster a positive, team-oriented work environment.
• Maintain open lines of communication with supervisors and ensure departmental goals are met.
• Assist in developing new ideas for lines of revenue.
• Maintain and track specials, packages, and discount rates on a weekly basis.
• Assist on the phones and support the team during peak periods.
• Adhere to proper grooming and dress standards as outlined in the Employee Handbook.
• Ensure all procedures are compliant with resort environmental practices and policies.

Skills

Staff training

Customer service

Data analysis

Time management

Team motivation

Education

Hospitality degree

Tools

LMS or equivalent

Microsoft Word

Excel

Job description

Grand Traverse Resort is seeking a Reservations Supervisor to coordinate data and lead the Reservations team in delivering accurate, guest-focused service. You will oversee daily operations, manage rates, and maximize revenue through effective yield strategies.

The role requires leadership, staff development, and proficiency with property management systems, Word, and Excel. A background check and drug screen are required.