The Resort at Paws Up is America's premier luxury ranch resort. Set on a 37,000-acre ranch, Paws Up embodies the spirit of the American West. It's a family owned and award-winning destination that truly inspires. This position is responsible for managing the R eservations T eam to maximize resort profitability and guest satisfactio n , and to achieve departmental objectives in accordance with our organization’s Values and Standards . The Reservations M anager will utilize Forbes standards as the guiding principles for standard operating procedures within the Reservations Department. Remote work may be an option for this position, depending on the candidate.  The Primary Functions are:  + Supervise the Reservations Department, overseeing accurate and efficient recording of bookings for direct, third party and online reservations. + Complete hiring, onboarding, and training for all team members. Manage the department schedule and payroll details. + Foster reservation team motivation and growth through performance goals, monthly incentive programs and consistent training. + Provide support in monitoring, evaluating and coaching agents on reservation calls, ensuring all departmental and FORBES standards are consistently upheld. + Maintain comprehensive knowledge of hotel facilities/services, room layouts, rates, packages, promotions, arrangements with travel agencies, and special events. Implement and communicate effective selling techniques and strategies to the team. + Uphold policy, procedure, and standard adherence for reservation processing; updates Standards Operating Procedures, manuals and other resources on a consistent basis and initiates changes as needed. + Provide team support by taking reservation inquiries and confirming guest bookings as needed. + Update the booking engine with guest room availability and rate changes, special promotions, imagery and descriptions, and other relevant details. + Address and successfully resolve guest complaints related to reservations and cancellations, as well as coaching agents on effective conflict resolution with guests. + Contribute to rate structure and yield management decisions to achieve revenue strategies and goals. Communicate pertinent information to Management for revenue and occupancy optimization. + Collaborate with Department managers for Reservations-related planning, marketing, and sales strategies. Provide effective and reliable communication to integrate services/resources and mitigate operational challenges. + Attend leadership and sales/marketing meetings to maintain a consistent connection between the Reservations Department and other departments. + Audit and update guest history accounts to ensure a clean and optimized database, process final payments and refunds, and assist with reporting tasks. + Manage department expense budget, labor budget and supply levels. + Monthly incentive plan available after training. + Looking for Team Members with: + Two to three years experience in reservations, front desk, guest services, call center sales experience, or equivalent experience within the hospitality industry. + One to two years’ experience supervising and coaching a team within a professional work environment, preferably in a luxury resort setting. + Proficiency in using property management systems (PMS) and customer relationship management software (CRM). + Excellent communication skills, both written and verbal. + Strong selling, critical thinking, multi-tasking, and problem-solving skills. Exceptional time management and organizational skills in a fast-paced working environment. + Strong analytical skills to interpret data and make informed decisions. + Demonstrated ability to resolve guest complaints and ensure high levels of customer satisfaction. + Previous experience working with Forbes or other recognized service standards is a plus. + NAVIS certification or other qualifications or experience relating to call center management is a plus. + Valid State Driver's License and clean driving record. + Availability to work flexible hours, including weekends and holidays, and to be on call as needed. Team Members can look forward to: + PTO accrued at 4.62hrs per pay period. + Referral Bonus (Get paid to recruit) + Medical, Dental, Vision + Life Insurance, Long Term and Short-Term Disability + 401K with match + Employee Assistance Program + Opportunities for career development and advancement + Carpool reimbursement $5-$20/Day + Complimentary Lunch Provided + Employee Discounts on Merchandise + A great work environment in a beautiful luxury resort setting. Check it out for yourself! Join The HERD (https://youtu.be/FvGzdXJubf8) The Resort at Paws Up provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training