Hybrid Reservations Manager

Trailborn was founded on a simple idea:
Life Should Be an Adventure
. We build design‑forward, experiential hotels to pull people out of the daily grind and into the great outdoors. Our locations are at the heart of the country’s most extraordinary outdoor destinations—from national parks to wine country, and snow‑capped mountains to sun‑soaked beaches.

We believe in HEART – Honesty, Excellence, Action, Results, and Team.

We are looking for a Reservations Manager with a passion for hospitality and customer service to lead our Central Reservations Office in planning and organizing one‑of‑a‑kind experiences for our guests. Reservation agents must be willing to gain thorough knowledge of our Trailborn properties, as well as the greater area to tailor recommendations to each guest’s individual needs and desires. This position is also responsible for monitoring all online reservations to ensure correct entry and billing.

This is primarily a computer and phone‑based position working flexible hours, five days a week.

• Lead central reservations office that books guest experiences over the telephone for our hotel portfolio, working to increase conversion with improved revenue per booking.
• Monitor revenue strategies for each hotel to provide daily guidance to the reservations team to maximize sell‑out opportunities at all hotels, ensuring balanced room inventory and assisting with redistribution as necessary when deploying oversell strategies.
• Lead upsell initiatives and guest communication for other hotel experiences, such as recreation activities, packages, and amenities.
• Navigate CRM, OTA, and PMS software consistently to maximize utilization, efficiencies, and a seamless guest experience. Work to improve data collection for advanced marketing efforts.
• Understand groups on the books, recognize inventory opportunities, and ensure rooming lists are entered accurately with proper communication to group contacts.
• Monitor reservations platform for agent productivity and service standards; provide guidance to agents to ensure continued positive guest experiences in every call while maximizing revenue opportunities.
• Continuously review standards for the reservations team to ensure individual hotel standards are being met as our hotel portfolio grows. Serve as a training resource for various supervisors and above during onboarding and acclimation to software.
• Lead, coach and mentor reservations team to reach monthly budgets, individual and team goals, and continuous improvement in performance objectives.
• Analyze call metrics to properly manage labor while scheduling 10+ team members to provide reservations coverage for 5+ hotels across four time zones. Conduct monthly performance meetings with agents reviewing incentive performance and new objectives.
• All other duties as assigned.

• 2+ years of operations or reservations management experience in a hotel setting is a must.
• Prior reservations department experience is preferred.
• Professional, positive, and courteous phone and email etiquette is required.
• Exceptional attention to detail is a must.
• Advanced typing and computer skills. Must quickly learn and move between various software programs, including property management system, hotel operations platform, and customer relationship management system.
• Ability to report information accurately and efficiently.
• Driven personality with desire to learn and progress.
• Ability to sit for up to eight hours a day.
• Previous experience with remote work and leadership skills to train, coach, and motivate a remote team.
• Flexibility to work remotely, days and evenings, weekdays and weekends, and some holidays.
• Must be able to read and write in English.

• Work safely to ensure company equipment is secure.
• Complete required training programs.
• Work hours may include a nonstandard workweek and various shift work as needed.

• Prolonged periods of sitting while working on a computer and answering calls.
• Frequent use of hands and fingers to type, navigate reservation systems, and use a telephone or headset.
• Ability to wear a headset for extended periods for…