Reservation & Guest Experience Manager

Responsibilities

• Respond promptly and professionally to guest inquiries across phone, email, and messaging platforms
• Convert inquiries into bookings by matching guests with the ideal property based on their needs and preferences
• Build and maintain referral and repeat business through proactive outreach to past guests, travel advisors, referral partners, and homeowners
• Ensure seamless and personalized experiences for both guests and homeowners during their stays by anticipating needs and providing exceptional support
• Oversee, train, and support team members to ensure guest communication and service standards are consistently upheld
• Cookordinate with internal teams and vendors to fulfill special requests, personalized services, and itinerary details
• Serve as the primary point of contact for homeowners on rates, occupancy, and rental performance
• Maintain organized and accurate guest, reservation, and sales pipeline records across CRM and property management systems
• Drive ongoing improvements to communication, service standards, and operational procedures

Requirements

• Extensive experience in luxury vacation rental, hotel, or travel sales with a proven ability to cultivate long-term relationships that drive repeat business
• Proven ability to lead, train, and support team members in a fast-paced hospitality environment
• Exceptional communication and interpersonal skills with the ability to anticipate needs and connect naturally with others
• Highly organized with strong attention to detail, follow-through, and the ability to manage constantly changing priorities
• Ability to address concerns and problem-solve quickly, turning challenging situations into positive experiences
• Experience working with CRM, PMS, or similar hospitality software platforms
• Basic understanding of revenue management principles and strategies
• Strong technical aptitude with a proactive approach to learning and implementing evolving technology, AI tools, and software
• Self-starter who takes initiative and thrives in a fast-paced environment
• Passion for luxury hospitality and creating exceptional guest experiences
• Collaborative team player willing to work cross-functionally to support other departments when needed

Benefits

• Base salary: $90,000-$120,000 commensurate with experience, plus bonus potential tied to revenue generation and guest satisfaction
• Health, dental, and vision insurance
• Flexible work schedule and paid time off (PTO)
• Ski pass provided upon completion of the 90-day introductory period
• Ongoing training and professional development opportunities
• Career growth and advancement opportunities within a growing luxury hospitality company
• Relocation assistance available for the right candidate