Reservations Manager

About Treetops Resort:

Nestled in the heart of northern Michigan, Treetops Resort offers a sanctuary for adventure and relaxation. Our award-winning destination is renowned for its exceptional hospitality, breathtaking landscapes, and a wide array of recreational activities. At Treetops Resort, we are committed to providing unforgettable experiences for our guests, whether they are seeking thrilling outdoor adventures or a peaceful retreat. Join our team and be part of creating memorable moments in a place where luxury meets the great outdoors.

About the Position:

The Reservations Manager oversees all reservations functions to maximize occupancy, revenue, and guest satisfaction. This role leads the reservations team, manages systems and distribution channels, ensures rate integrity, and delivers a high level of service consistent with the resort's brand and financial goals.

Responsibilities:

Leadership & Team Management

• Lead, coach, and develop members of the reservations team. Includes hiring, training, performance management, and scheduling
• Ensure service standards, call quality expectations, and productivity benchmarks
• Foster a guest-focused, collaborative, and professional work environment

Reservations & Revenue Optimization

• Manage daily reservation operations, including room inventory, availability, restrictions, and yield strategies
• Partner with Revenue Management to implement pricing strategies, promotions, and forecasted demand plans
• Monitor booking pacing, pickup, cancellations, and no-show trends

Systems & Distribution

• Oversee reservations systems (PMS, CRS, channel manager, call tracking)
• Maintain rate accuracy and parity across all booking channels (direct, OTA, group, wholesale)
• Ensure accurate data entry, reporting, and system configuration

Guest Experience

• Ensure prompt, courteous, and knowledgeable handling of guest inquiries
• Resolve reservation-related issues, escalations, and special requests
• Coordinate with Front Desk, Sales, Groups, and Operations to ensure seamless arrivals and stays

Sales & Group Coordination

• Assist with upselling, packaging, and cross-selling resort amenities

Reporting & Compliance

• Ensure compliance with brand standards, internal policies, and legal requirements

Assist with budgeting, forecasting, and annual planning

Requirements:

• 3–5 years of hotel or resort reservations experience, including supervisory responsibility
• Strong knowledge of PMS and reservations systems
• Proven ability to lead teams and drive performance
• Excellent communication, organizational, and problem-solving skills

Preferred

• Resort or multi-outlet hospitality experience
• Revenue management or pricing exposure
• Experience managing seasonal volume and high call demand

Skills & Competencies

• Proficiency in Microsoft Office and hospitality systems
• Strong customer service and conflict resolution skills
• Revenue-driven with attention to detail
• Ability to analyze data and make informed decisions