Trailborn Hotels & Resorts
Hybrid Reservations Manager
Trailborn Hotels & Resorts, Estes Park, Colorado, United States, 80517
Hybrid Reservations Manager
Trailborn Hotels & Resorts
About Trailborn Trailborn was founded on the 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 sit at the heart of North America’s most extraordinary outdoor destinations—from national parks to wine country, and snow‑capped mountains to sun‑soaked beaches.
We currently operate five properties in iconic destinations: Trailborn Rocky Mountains (Estes Park, Colorado), Trailborn Highlands (Blue Ridge Mountains, North Carolina), Trailborn Grand Canyon (Williams, Arizona), Trailborn Surf & Sound (Wrightsville Beach, North Carolina). A robust pipeline of new properties in 2025‑2026, including Mendocino, California, is underway.
Our Values We believe in HEART – Honesty, Excellence, Action, Results and Team.
Our Role We are looking for a Reservations Manager with a passion for hospitality and customer service to lead our Central Reservations Office.
The Manager will plan and organize one‑of‑a‑kind experiences for guests, gain thorough knowledge of Trailborn properties, and monitor all online reservations to ensure correct entry and billing. This is a computer‑ and phone‑based position working flexible hours, five days a week.
Functions
Lead the 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 sellout opportunities at all hotels.
Ensure balanced room inventory and assist 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 group bookings, recognize inventory opportunities, and ensure rooming lists are entered accurately with proper communication to group contacts.
Monitor the reservations platform for agent productivity and service standards; provide guidance to agents to ensure continued positive guest experiences while maximizing revenue opportunities.
Continuously review standards for the reservations team to ensure individual hotel standards are being met as our portfolio grows.
Be a training resource for supervisors and above during onboarding and acclimation to software.
Lead, coach and mentor the 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 over ten team members to provide reservations coverage for five hotels across four time zones.
Conduct monthly performance meetings with agents, reviewing incentive performance and new objectives.
Perform all other duties as assigned.
Qualifications Minimum Qualifications:
2+ years of operations or reservations management experience in a hotel setting.
Prior Reservations Department experience is preferred.
Professional, positive, and courteous phone and email etiquette.
Exceptional attention to detail.
Advanced typing and computer skills; quick to learn and navigate multiple software programs, including property management, hotel operations platform, and customer relationship management system.
Ability to report information accurately and efficiently.
Driven personality with a desire to learn and progress.
Ability to sit up to eight hours a day.
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.
Employment Conditions
Work safely to ensure company equipment is secure.
Complete required training programs.
Work hours may include a non‑standard workweek and various shift work as needed.
Physical Requirements
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.
Clear verbal communication skills to assist customers effectively over the phone.
Visual acuity to read screens, review booking details, and enter data accurately.
Occasional reaching or bending to access office equipment or materials in a home workspace.
Work Environment Considerations
A quiet, dedicated workspace free from distractions.
Reliable high‑speed internet connection for seamless communication.
Proper ergonomic setup, including a comfortable chair, desk, and screen positioning to reduce strain.
Benefits
Comprehensive benefits: affordable medical, dental, and vision insurance with company contributions.
401(k) plan with company match.
Paid time off and learning programs to advance your career.
Schedule Hospitality demands a flexible schedule that may require extended hours as the business requires coverage, including seasonality. The position requires flexibility to work AM or PM shifts, weekdays and weekends, and at any hour.
Salary Starting $65,000 annually
Job Status Full Time
EQUAL EMPLOYMENT OPPORTUNITY Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.
If you require assistance or an accommodation due to a disability, please inform us during your application process.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industry Hospitality
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About Trailborn Trailborn was founded on the 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 sit at the heart of North America’s most extraordinary outdoor destinations—from national parks to wine country, and snow‑capped mountains to sun‑soaked beaches.
We currently operate five properties in iconic destinations: Trailborn Rocky Mountains (Estes Park, Colorado), Trailborn Highlands (Blue Ridge Mountains, North Carolina), Trailborn Grand Canyon (Williams, Arizona), Trailborn Surf & Sound (Wrightsville Beach, North Carolina). A robust pipeline of new properties in 2025‑2026, including Mendocino, California, is underway.
Our Values We believe in HEART – Honesty, Excellence, Action, Results and Team.
Our Role We are looking for a Reservations Manager with a passion for hospitality and customer service to lead our Central Reservations Office.
The Manager will plan and organize one‑of‑a‑kind experiences for guests, gain thorough knowledge of Trailborn properties, and monitor all online reservations to ensure correct entry and billing. This is a computer‑ and phone‑based position working flexible hours, five days a week.
Functions
Lead the 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 sellout opportunities at all hotels.
Ensure balanced room inventory and assist 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 group bookings, recognize inventory opportunities, and ensure rooming lists are entered accurately with proper communication to group contacts.
Monitor the reservations platform for agent productivity and service standards; provide guidance to agents to ensure continued positive guest experiences while maximizing revenue opportunities.
Continuously review standards for the reservations team to ensure individual hotel standards are being met as our portfolio grows.
Be a training resource for supervisors and above during onboarding and acclimation to software.
Lead, coach and mentor the 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 over ten team members to provide reservations coverage for five hotels across four time zones.
Conduct monthly performance meetings with agents, reviewing incentive performance and new objectives.
Perform all other duties as assigned.
Qualifications Minimum Qualifications:
2+ years of operations or reservations management experience in a hotel setting.
Prior Reservations Department experience is preferred.
Professional, positive, and courteous phone and email etiquette.
Exceptional attention to detail.
Advanced typing and computer skills; quick to learn and navigate multiple software programs, including property management, hotel operations platform, and customer relationship management system.
Ability to report information accurately and efficiently.
Driven personality with a desire to learn and progress.
Ability to sit up to eight hours a day.
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.
Employment Conditions
Work safely to ensure company equipment is secure.
Complete required training programs.
Work hours may include a non‑standard workweek and various shift work as needed.
Physical Requirements
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.
Clear verbal communication skills to assist customers effectively over the phone.
Visual acuity to read screens, review booking details, and enter data accurately.
Occasional reaching or bending to access office equipment or materials in a home workspace.
Work Environment Considerations
A quiet, dedicated workspace free from distractions.
Reliable high‑speed internet connection for seamless communication.
Proper ergonomic setup, including a comfortable chair, desk, and screen positioning to reduce strain.
Benefits
Comprehensive benefits: affordable medical, dental, and vision insurance with company contributions.
401(k) plan with company match.
Paid time off and learning programs to advance your career.
Schedule Hospitality demands a flexible schedule that may require extended hours as the business requires coverage, including seasonality. The position requires flexibility to work AM or PM shifts, weekdays and weekends, and at any hour.
Salary Starting $65,000 annually
Job Status Full Time
EQUAL EMPLOYMENT OPPORTUNITY Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.
If you require assistance or an accommodation due to a disability, please inform us during your application process.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industry Hospitality
#J-18808-Ljbffr