Manager, Reservations; Bozeman, MT

Manager, Reservations (Bozeman, MT)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity.

Fill days cascading down cool waters, unearthing the magic of Yellowstone National Park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure.

This is not simply our job, it's our passion.

Job Summary

The Manager, Reservations is responsible for leading the Reservations department to deliver exceptional service consistent with One&Only Moonlight Basin standards. They will oversee the daily operation of the department, ensuring adherence to established service expectations. They will drive revenue performance by maximizing sales techniques in collaboration with the rest of the Commercial team. This position is based in Bozeman, Montana.

Key Duties & Responsibilities

• Oversee the daily Reservations operation, ensuring all reservations, correspondence, guest requests, and follow-up activities are handled accurately, efficiently, and in accordance with established procedures
• Ensure every guest and caller receives personalized, professional, and seamless service consistent with One&Only Moonlight Basin standards
• Conduct regular quality audits and spot checks to ensure compliance with Standard Operating Procedures, service standards, and operational controls
• Oversee third-party reservation channels, ensuring information, rates, inventory, and availability are accurate
• Maximize revenue opportunities through effective conversation, upselling, cross-selling, and suggestive selling techniques
• Partner with Revenue Management and Sales & Marketing to optimize reservations performance, monitor demand and booking trends, and identify opportunities to increase revenue
• Ensure no-show and late-cancellation reservations are reviewed and processed accurately, including the appropriate application of charges
• Personally oversee escalated reservation inquiries, special requests, VIP arrangements, and guest concerns, ensuring timely resolution and appropriate follow-up
• Review and respond to guest complaints within 24 hours, where applicable, and ensure appropriate recovery that protects both the guest relationship and the interests of the organization
• Collaborate with operational departments to ensure reservations information are effectively communicated prior to arrival
• Lead, coach, mentor, and develop the Reservations team to achieve exceptional service standards, guest engagement, and selling performance
• Analyze departmental performance and prepare required reports, including turn-away statistics, providing action plans for improvement

Skills, Experience & Educational Requirements

• A minimum of 5 years of progressive experience in Reservations in hospitality, including at least 2 years of experience in a management position
• Previous experience in a five-star hotel or resort environment
• Proven experience leading, coaching, and developing a high-performing Reservations team
• Strong commercial awareness with a demonstrated ability to drive revenue
• Advanced working knowledge of Opera Property Management System (PMS) and reservations-related systems
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with guests, colleagues, and third parties
• Strong analytical and problem-solving skills, with the ability to interpret departmental performance data and translate insights into action
• Willing to work a flexible schedule, including weekends and holidays

Benefits

• Medical Insurance: 80%…