Reservation Manager

The Reservations Manager plays a central role in the Claggett Center's financial sustainability and guest experience by managing the reservation process, developing relationships with prospective and returning groups, and actively growing retreat and conference business.

This position oversees the guest reservation journey from initial inquiry through contracting, confirmation, and financial closeout. The Reservations Manager is responsible for providing responsive, professional, and hospitable service while maximizing occupancy, strengthening guest relationships, and supporting the Center's revenue goals.

The Reservations Manager also serves as the primary operational administrator of Claggett's customer relationship management (CRM) and reservation system, using technology to manage inquiries, track opportunities, maintain accurate inventory, and improve the efficiency and effectiveness of the booking process.

This position requires a proactive, relationship-oriented professional who is equally comfortable cultivating new business, communicating with prospective guests, negotiating reservations within established guidelines, and managing detailed information in a technology-driven environment.

Primary Responsibilities1. Reservations & Revenue Management — 45%

Manage the complete reservation process, ensuring an efficient guest experience while maximizing booking opportunities and revenue.

• Oversee the reservation journey from initial inquiry through proposal, contracting, confirmation, and financial closeout.
• Respond promptly and professionally to prospective guests, understanding their needs and recommending appropriate lodging, meeting spaces, dining services, and retreat experiences.
• Prepare accurate proposals, pricing, and contracts in accordance with established rates, policies, and revenue objectives.
• Manage reservation availability, lodging inventory, meeting space assignments, group holds, deposits, and contractual commitments.
• Maintain consistent follow-up with prospective groups to support timely decision-making and increase inquiry-to-booking conversion.
• Coordinate reservation changes, cancellations, and special requests while maintaining contractual and operational accuracy.
• Collaborate with Guest Services Manager to ensure a complete and accurate handoff of confirmed reservations for event planning and preparation.
• Coordinate accurate final invoicing, payment follow-up, and financial closeout in collaboration with the appropriate administrative and financial staff.

2. Sales & Business Development — 30%

Proactively generate new business, strengthen existing client relationships, and contribute to Claggett's occupancy and revenue growth.

• Identify and pursue prospective retreat, conference, and group clients that align with Claggett's mission, facilities, and strategic business goals.
• Develop relationships with nonprofit organizations, leadership teams, executive coaches, professional associations, faith communities, and other potential retreat partners.
• Conduct proactive outreach through email, phone calls, networking, referrals, and other relationship-building activities.
• Cultivate relationships with returning groups to encourage repeat reservations, expanded bookings, and referrals.
• Conduct prospective client tours and sales conversations that demonstrate the value of the Claggett experience.
• Maintain an organized sales pipeline, tracking prospects, follow-up activities, opportunities, and conversion outcomes.
• Collaborate with leadership and marketing partners to align outreach efforts with Claggett's brand positioning, target audiences, and promotional initiatives.
• Identify opportunities to increase revenue through appropriate lodging recommendations, additional services, extended stays, and repeat business.

3. CRM, Technology & Data Management — 20%

Serve as the primary operational administrator of Claggett's reservation and CRM systems, ensuring reliable information, efficient workflows, and data-informed decision-making.

• Maintain accurate and complete records of guest inquiries, prospective clients, reservations, contracts, communications, and booking history within the designated CRM and reservation platform.
• Manage reservation technology used for lodging and meeting space inventory, availability, pricing, proposals, contracts, payments, and guest communications.
• Utilize CRM tools to organize sales opportunities, automate appropriate follow-up activities, track booking progress, and maintain consistent communication with prospective and returning groups.
• Ensure reservation information is accurately maintained and communicated across operational systems and departments.
• Monitor key performance indicators, including inquiry volume, conversion rates, occupancy, booking pace, revenue, repeat business, and sales pipeline activity.
• Prepare regular reports and forecasts to support leadership decisions related to pricing, revenue, occupancy, and business development.
• Identify opportunities to improve workflows, reduce manual processes, strengthen data quality, and enhance the guest reservation experience.
• Support the implementation, adoption, and continuous improvement of reservation technology, including staff training and coordination with software providers when appropriate.

4. Collaboration & Organizational Leadership — 5%

Contribute to a coordinated guest experience and support the operational and financial goals of the Claggett Center.

• Collaborate across departments to ensure reservations align with campus capacity, staffing, guest expectations, and operational readiness.
• Participate in revenue planning, pricing discussions, and operational meetings with Claggett leadership.
• Provide feedback on guest needs, market trends, booking challenges, and opportunities for service improvement.
• Model Claggett's commitment to Christian hospitality, professionalism, integrity, and exceptional guest service.
• Perform other related responsibilities as necessary to support the mission and operations of the Center.

Qualifications & Requirements

The successful candidate will demonstrate:

• Experience in reservations, hospitality sales, group bookings, account management, business development, or a related field.
• Strong technology proficiency, including the ability to learn, navigate, and effectively administer complex reservation, CRM, and business management systems.
• Experience using CRM software to manage client relationships, sales pipelines, follow-up activities, and business opportunities.
• Excellent organizational skills, accuracy, and the ability to manage multiple inquiries, deadlines, and reservations simultaneously.
• Strong interpersonal, written, and verbal communication skills, with a hospitable and relationship-centered approach.
• A proactive sales mindset, including confidence initiating outreach, developing relationships, and converting opportunities into confirmed business.
• Ability to understand pricing structures, evaluate revenue opportunities, and make sound decisions within established policies.
• Strong analytical skills and comfort using reports, spreadsheets, and operational data to evaluate performance.
• Ability to work independently, exercise sound judgment, and take ownership of responsibilities from initiation through completion.
• Commitment to collaboration, confidentiality, professionalism, and the mission of the Claggett Center.

Preferred Experience

• Experience with hospitality-focused CRM, property management, event management, or group reservation platforms.
• Experience selling retreat, conference, lodging, or event services to organizational clients.
• Experience with nonprofit, faith-based, hospitality, camp, or conference center operations.
• Experience supporting the implementation or transition of a CRM, reservation, or other business management system.

Work Environment & Schedule

This is a full-time, year-round position based at the Claggett Center in Adamstown, Maryland.

The position combines office-based reservation and business development work with guest meetings, campus tours, and collaboration across departments.

The Reservations Manager must be comfortable working independently, using multiple technology platforms, communicating regularly with clients, and adjusting priorities based on booking activity and organizational needs.

Occasional evening or weekend availability may be required for prospective client visits, special events, or other business development activities.

Pay: $70,000.00 per year

Benefits:

• 403(b)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid parental leave
• Paid time off

Work Location: In person

Salary : $70,000