Team Leader, Reservations (Bozeman, MT)

Team Leader, Reservations (Bozeman, MT) 
(20890)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary 

The Team Leader, Reservations will provide day-to-day leadership support to the Reservations team, ensuring a consistent high level of service to prospective guests. They will support the achievement of departmental performance targets by effectively implementing established selling strategies, including upselling, cross-selling, and suggestive selling.  

This position is based in Bozeman, Montana.

Key Duties & Responsibilities 

• Assist the Manager, Reservations with the daily allocation of tasks, directing colleagues’ assignments as required to meet operational needs 

• Encourage opportunities to maximize revenue through upselling, cross-selling, and suggestive selling 

• Monitor incoming call volumes, service levels, and staffing coverage to minimize abandoned calls 

• Manage third-party reservation sites and channels, ensuring accurate information, rates, inventory, and availability, while maintaining compliance with established processes and procedures 

• Monitor the daily performance of colleagues, providing ongoing coaching to support service excellence 

• Conduct shift briefings in the absence of the Manager, Reservations, ensuring colleagues are informed of relevant hotel updates 

• Maintain effective communication flow within the Reservations team, ensuring important updates, operational changes, and guest feedback are communicated in a timely manner 

• Ensure colleagues are knowledgeable about current promotional rates and packages, and hotel products and services 

• Handle no-show and late-cancellation reservations in accordance with resort policies and procedures, including investigating, documenting, and processing applicable charges accurately 

• Perform additional responsibilities as assigned by the Manager, Reservations or another member of management 

Skills, Experience & Educational Requirements  

• A minimum of 1 year of experience within a Reservations department in a hotel or resort setting 

• Previous experience in a hospitality leadership role  

• Proficient in Microsoft Office and other hotel systems, such as the Opera Property Management System (PMS), is preferred 

• Strong customer service skills with the ability to identify revenue opportunities 

• Excellent communication, interpersonal, and organizational skills 

Benefits

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Subsidized Colleague Housing
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.    

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.