What are the responsibilities and job description for the Reservations Manager position at Treetops Resort?
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
Qualifications: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