Area Reservations Manager

Overview

The Area Reservation Manager is responsible for the strategic leadership, operational ownership, and overall performance of one centralized Reservation Sales team serving multiple CoralTree Residence Collection locations. This role leads a shared reservations team that supports a portfolio of properties, ensuring consistent service delivery, revenue generation, reservation accuracy, and guest experience standards across all supported resorts and residences.

The Area Reservation Manager develops and executes portfolio-wide reservation strategies, leads and coaches a high-performing team, and continuously evaluates people, processes, systems, and technologies to improve performance. This individual partners with Revenue Management, Marketing, Sales, Front Office, Property Leadership, and Operations teams to support business objectives while ensuring a seamless and consistent guest booking experience across all locations.

The Area Reservation Manager serves as the primary advocate for the reservations function, balancing portfolio-wide priorities with the unique needs of each supported property while maintaining alignment with CoralTree’s vision, values, and business goals.

Responsibilities

• Strategic Leadership and Area Department Ownership

  · Provide strategic leadership and overall ownership of one Reservation Sales team that serves multiple CoralTree Residence Collection locations, including staffing, performance, service standards, systems, processes, and continuous improvement initiatives.

  · Develop and execute area reservation strategies that support revenue growth, conversion improvement, guest satisfaction, operational efficiency, and long-term business objectives across all supported properties.

  · Establish consistent reservation sales standards, coaching practices, guest experience expectations, quality assurance measures, departmental goals, key performance indicators, service standards, and productivity benchmarks.

  · Analyze reservation trends, sales performance, call metrics, guest feedback, and revenue opportunities across the portfolio to identify risks, drive improvements, and influence business decisions.

  · Balance team resources and business demand across multiple properties to maximize efficiency, service levels, and performance.

  · Act as the subject matter expert, primary advocate, and reservations liaison between the centralized team and individual property leadership teams.

  Revenue Optimization and Business Performance

  · Drive revenue performance through effective sales strategies, conversion optimization, inventory awareness, promotional execution, upselling, and guest engagement initiatives.

  · Monitor reservation pacing, booking trends, channel performance, and sales effectiveness by property to identify opportunities for revenue growth.

  · Evaluate portfolio-wide performance and implement targeted strategies to improve conversion, revenue contribution, booking pace, and guest satisfaction.

  · Partner closely with Revenue Management, Sales, Marketing, and Property Operations to align strategies and maximize business results for each supported location.

  · Ensure reservation sales strategies align with the unique positioning, inventory, and revenue objectives of each supported property.

  · Maintain accountability for reporting, performance analysis, forecasting support, and business insight generation.

  Team Leadership and Talent Development

  · Build, lead, and develop one Reservation Sales team that serves multiple properties, through coaching, training, mentoring, and performance management.

  · Establish a culture of accountability, ownership, continuous improvement, collaboration, hospitality, and service excellence.

  · Set clear expectations and performance goals for team members, measuring results against established standards and key performance indicators.

  · Ensure team members maintain comprehensive knowledge of each property’s accommodations, amenities, experiences, policies, and market positioning.

  · Develop cross-training programs that create operational flexibility and support business continuity across the properties.

  · Oversee recruiting, hiring, onboarding, scheduling, payroll administration, performance management, employee relations, career development, and succession planning activities.

  Operations, Systems and Process Excellence

  · Establish, maintain, standardize, and continuously improve procedures, training materials, standard operating procedures, service expectations, quality assurance programs, and operational practices across all supported locations.

  · Ensure the effective performance and optimization of reservation platforms, technologies, and third-party vendors, including but not limited to Revinate, Live Chat, Track, and future systems.

  · Partner with revenue leaders on reservation system configuration, rates, categories, packages, promotions, inventory, and related operational updates in partnership with appropriate stakeholders.

  · Ensure consistent execution of reservation policies and guest communication standards while accommodating property-specific requirements.

  · Monitor workload distribution, staffing effectiveness, response times, abandonment, and service levels to ensure appropriate coverage across the portfolio.

  · Lead departmental communication efforts, including regular team meetings, property updates, performance reviews, and strategic initiatives.

  Multi-Property Leadership and Portfolio Oversight

  · Serve as the primary reservation leader for a portfolio of CoralTree Residence Collection properties served by one shared reservations team.

  · Maintain regular communication with General Managers, Directors of Revenue Strategy, property operations leaders, commercial teams, homeowners, travel partners, and vendors as appropriate.

  · Support property openings, transitions, and expansion initiatives through scalable reservation processes, staffing strategies, training, and communication plans.

  · Ensure the reservation team effectively represents each property’s brand standards, product knowledge, guest profile, and experience expectations.

  · Drive consistency in reporting, forecasting support, service delivery, reservation accuracy, and operational execution across all supported locations.

  Portfolio Growth and Change Leadership

  · Lead the reservations strategy and operational planning for new properties, specific to this Regional Reservations HUB.

  · Develop scalable structures, staffing models, systems, processes, and training programs that support organizational growth.

  · Serve as a change leader by identifying opportunities for innovation, technology adoption, automation, and operational enhancements.

  · Partner with stakeholders across the organization to successfully implement new initiatives and ensure organizational readiness.

  Cross-Functional Collaboration and Stakeholder Partnership

  · Foster collaborative relationships with Revenue Management, Marketing, Sales, Front Office, Operations, Accounting, Human Resources, property leaders, homeowners, travel partners, and vendors.

  · Actively contribute to company-wide initiatives designed to increase revenue, improve operational efficiency, and elevate the guest journey.

  · Promote alignment between reservations objectives and broader organizational goals.

  · Maintain frequent and professional communication with potential and existing guests, homeowners, travel partners, vendors, direct reports, and internal stakeholders.

  Guest Experience and Service Excellence

  · Ensure the Reservation Sales team provides accurate, timely, warm, and service-oriented support through phone, email, Live Chat, and other reservation channels.

  · Assist with reservation inquiries and customer issues when needed to support service levels, minimize abandonment, and resolve escalated guest concerns.

  · Champion a guest-first mindset that balances sales effectiveness, operational accuracy, brand standards, and exceptional service delivery.

  · Maintain a positive work environment under changing business conditions and model professional, objective, and solution-oriented communication.

Qualifications

• · Minimum three years of progressive leadership experience in Reservations, Hospitality Sales, Revenue Management, Contact Center Operations, or a related discipline.

  · Previous supervisory or management experience required.

  · Demonstrated experience leading or supporting multi-property reservation operations with accountability for revenue performance, guest experience, and team development preferred.

  · Vacation rental, resort, condominium, or luxury hospitality experience preferred.

  · Experience leading teams, managing departmental performance, and driving measurable business results.

  · Experience with Track, SynXis, Revinate, GDS systems, OTA extranet systems, PMS platforms, inventory management tools, and reservation technologies preferred.

  Knowledge, Skills and Abilities

  · Demonstrated ability to lead a centralized department with accountability for people, processes, technology, performance, and results across multiple locations.

  · Ability to travel as needed.

  · Strategic thinker with the ability to translate business objectives and data insights into actionable plans.

  · Strong analytical and problem-solving skills with experience using performance metrics to drive decisions.

  · Proven ability to proactively identify opportunities, solve complex problems, and lead organizational change.

  · Strong coaching, leadership, and team development capabilities.

  · Excellent verbal, written, and presentation skills with the ability to communicate effectively at all organizational levels.

  · Strong financial, sales, and operational acumen.

  · Advanced proficiency with Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.

  · Ability to manage multiple priorities in a fast-paced and evolving environment.

  · Demonstrated ability to build partnerships and influence outcomes across departments and stakeholder groups.

  · Self-directed, highly organized, and results-oriented with a strong sense of ownership and accountability.

  · Professional appearance and demeanor, with excellent phone etiquette, proofreading skills, and the ability to resolve problems diplomatically and tactfully.

  · Passion for delivering exceptional guest experiences and living CoralTree values.

 

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Colorado Family and Medical Leave Insurance Program (FAMLI).
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

 

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

 

 

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