Reservations Manager

Sand Valley is a golf resort and community settled gently upon 12,000 acres of rugged, pre-historic sand dunes in central Wisconsin. Here, residents and guests will find six world-class golf courses built in harmony with the land: Sand Valley, Mammoth Dunes, Sandbox, The Lido, Sedge Valley, and Commons. Founded in 2016 by brothers Michael and Chris Keiser, the resort is known for its friendly hospitality and a community of golf and outdoor enthusiasts who have been drawn to the raw beauty and serenity of the vast Wisconsin Wilderness.

Beyond premier golf, Sand Valley is a year-round celebration of all the outdoors from fat-tire biking, hiking, and kayaking to ice hockey, skating, or a guided cold plunge. The resort now features a 13,000-square-foot Tennis Center with 16 grass tennis courts and the eleventh Court Tennis facility in the United States. Alongside soul-stirring golf and outdoor exploration, Sand Valley offers a variety of savory dining venues showcasing globally inspired and rustic Wisconsin cuisine.

The Sand Valley team works together to create experiences of a lifetime by asking questions and sharing ideas. With authenticity and a hard-working attitude, Sand Valley helps guide guests through an immersive experience in Wisconsin's natural beauty and away from the demands of daily life.

Position Summary

The Reservations Manager plays a vital role in delivering thoughtful, high-quality service to Sand Valley guests. This position is responsible for managing the Reservations team to maximize resort revenue and guest satisfaction through effective yield management and efficient reservation processing. The Reservations Manager must be well-versed in the responsibilities of Reservations and have knowledge of Groups, Lido Concierge, and Founders teams, providing seamless support across departments.

A strong leader is essential to guide the Reservations team, maintain a structured and professional environment, and demonstrate sound judgment and critical thinking skills. This role requires a service-oriented operator who is dedicated to delivering exceptional guest experiences while coaching and inspiring a high-performing team. The ideal candidate is a builder and developer of people and processes, continuously striving for growth and excellence.

Primary Duties And Responsibilities

• Lead a team of Reservations Agents focused on curating the guest experience in lodging, golf, dining, and other resort activities.
• Share relevant information with Central Reservations and PBX by providing updates regarding golf and lodging prices, room descriptions, golf and lodging offers, and general resort information, including pertinent details regarding other departments.
• Handle reservation calls, book tee times and lodging, and respond to guest emails as needed.
• Lead the training and development program, focusing on implementation of a structured training calendar while enhancing the call scoring program and improving the feedback loop for the team.
• Supervise training of all reservations team members on resort software, policies, and procedures.
• Continually improve and update training protocols and manuals.
• Work in conjunction with the Revenue Management team to maintain tee sheet utilization standards and support guest satisfaction.
• Maximize room occupancy, dining reservations, and golf bookings while balancing prime tee times, room nights, guest needs, and overall resort revenue.
• Collaborate closely with the Food & Beverage department to promote and communicate offerings that enhance the overall guest experience.
• Conduct regularly scheduled team meetings.
• Address team member matters and recognize outstanding performance in accordance with resort People & Culture policies and guidelines.
• Resolve guest issues related to reservations and group bookings when necessary, ensuring timely and personalized follow up.
• Oversee the scheduling of Reservations and PBX team members, ensuring appropriate supervisory presence in the Reservations office.
• Produce and analyze weekly and monthly call volume reports to adjust staffing and meet call volume demands.
• Provide reports to leaders as required.
• Fulfill the role of liaison between Reservations, Groups, Buddies Golf, Concierge, and Guest Billing divisions, as well as other operational departments.
• Collaborate with the Marketing department on conversion metrics and external guest communication.
• Conduct annual team member performance reviews in accordance with resort policies.
• Maintain a productive, supportive, and team-oriented work environment.
• Be available for evening, weekend, and holiday coverage.
• Perform other duties as needed.
  
  

Qualifications

• High school diploma required; college degree preferred. Minimum of 2 years of relevant functional and/or management experience.
• Proven ability to lead, mentor, and motivate a team in achieving sales and event goals while fostering a positive, open-communication culture.
• Strong written, verbal, and interpersonal communication skills with a customer service focus.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook). Experience with CRM or event management software (Revinate, Delphi, Opera, or Salesforce preferred).
• Experience in budget development, strategic planning, and staff management. Ability to analyze problems, develop solutions, and efficiently manage multiple responsibilities under pressure.
• Highly organized, detail-oriented, and able to work flexible hours, including evenings, weekends, and peak event periods.
• Strong emotional intelligence, a proactive mindset, and a professional, positive demeanor.
  
  

Physical Requirements And Working Conditions

• Primarily office based with regular use of computers, phones, and reservation systems.
• Must be able to communicate clearly with guests, team members, and leaders.
• Requires sitting, standing, walking, bending, and moving throughout the workday.
• Must be able to lift up to 30 lbs occasionally.
  
  

Perks

• Restaurant Discounts
• Retail Discounts
• Employee Meal Program
• Golf Privileges
• Uniform Allowance
• Employee Assistance Program – Canopy
  
  

Sand Valley LLC is an Equal Opportunity Employer

We participate in E-Verify to confirm employment eligibility.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.