Reservations Lead - Remote Eligible

Job Details:

Job Location:

Breckenridge, CO 80424, Position Type:
Full Time, Salary Range: $23.00 - $26.00 Hourly, Job Category:
Hospitality - Hotel

Beaver Run Resort & Conference Center – Connecting People to the Mountains, Breckenridge, and Each Other. Caring is at the heart of everything we do! We are located in Breckenridge, Colorado - the heart of the Colorado Rocky Mountains. Nestled between the mountain and Main Street just a few steps away from the ski slopes in the winter and the hiking trails in the summer.

With 40,000 square feet of conference and meeting spaces, Beaver Run is the largest conference center in Breckenridge. We are passionate about providing exceptional guest and employee experiences. If you are service and quality minded and enjoy a fast-paced, vibrant environment, we encourage you to apply to be a part of our team.

The Reservations Lead serves as a key ambassador of Beaver Run Resort & Conference Center, delivering exceptional guest service while supporting the daily operations of the reservations team. This hands-on role continues to perform Reservations Agent duties, including responding to guest inquiries, providing accurate information about accommodations, amenities, activities, and services, and entering, modifying, and confirming bookings. This role recommends accommodations and upgrades that meet guest needs and revenue goals.

The Lead also guides agents on technical issues, assists with training, and helps management implement standard operating procedures and complete daily, weekly, and monthly tasks. The ideal candidate is customer-focused, detail-oriented, proficient with reservation systems, and a strong communicator who can balance guest service, sales, and team support while remaining courteous and solution-oriented in a fast-paced environment. After completion of onsite training, a hybrid or remote work arrangement may be available.

Employment is limited to individuals who reside and work in Colorado and live within a three-hour commute of the property in Breckenridge, CO. Schedule may vary; availability for weekends and holidays is required.

Position starts at $23.00 - $26.00/hr doe + Commissions

• Respond promptly to guest calls, emails, and chats, providing friendly service and accurate information about accommodations, amenities, activities, policies, and local offerings.
• Guide guests through booking; accurately enter, modify, and confirm reservations and maintain guest records, payment information, and documentation in accordance with privacy standards.
• Recommend room upgrades, packages, and additional products tailored to guest needs to maximize occupancy and revenue.
• Resolve guest concerns and reservation discrepancies with empathy and professionalism.
• Partner with Front Office, Revenue Management, Sales, Housekeeping, and other departments to share accurate information, coordinate guest needs, and ensure seamless arrivals and stays.
• Provide day-to-day technical guidance to Reservations Agents, troubleshoot reservation-system issues, and maintain extensive knowledge of the property management system (PMS).
• Assist management with onboarding and training new agents, reinforcing accurate booking practices, product knowledge, and guest-service standards.
• Help the Reservations Manager implement and maintain standard operating procedures and complete daily, weekly, and monthly reservations tasks.
• Serve as a resource for agents on resort accommodations, seasonal offerings, promotions, and special events to ensure consistent, accurate guest information.
• Meet established conversion, upselling, call quality, guest satisfaction, and productivity goals while modeling effective sales and service practices for…