Hybrid Reservations Manager

ROLE:

Hybrid Reservations Manager

LOCATION:

Trailborn Remote

ABOUT:

TRAILBORN:

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 our country’s most extraordinary outdoor destinations—from national parks to wine country, and snow-capped mountains to sun-soaked beaches.

With five properties located in North America’s most iconic outdoor destinations, including Trailborn Rocky Mountains in Estes Park, Colorado; Trailborn Highlands in the Blue Ridge Mountains of North Carolina; Trailborn Grand Canyon in Williams, Arizona; and Trailborn Surf & Sound in Wrightsville Beach, North Carolina, Trailborn brings thoughtfully designed, boutique accommodations to regions where nature and adventure converge. Additionally, Trailborn has a robust pipeline of properties opening in 2025 and 2026 including Mendocino, California.

ABOUT OUR VALUES:

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

ABOUT OUR ROLE:

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 guests’ 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.

ESSENTIAL:

FUNCTIONS:

• 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 reservations team to maximize sellout 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 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 reservations team to ensure individual hotel standards are being met as our hotel portfolio grows.  Be 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, as well as 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.

QUALIFICATIONS:

Minimum Qualifications:

• 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.

EMPLOYMENT CONDITIONS:

• 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.

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 for calls and virtual meetings.
• 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.

ABOUT OUR:

BENEFITS:

Why You’ll Love Working Here

• Comprehensive Benefits: Affordable medical, dental, and vision insurance with company contributions.
• Secure Your Future: 401(k) plan with a company match.
• Recharge & Grow: Enjoy paid time off and learning programs to advance your career.

Join us and thrive in a workplace that values you!

SCHEDULE:

Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays. This position has a varying daily schedule.  It requires flexibility to work AM or PM shifts, on weekdays and weekends.

SALARY:

Starting $65,000 annually

JOB STATUS:

Full Time

FLSA:

Exempt (Salary)

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.