Front Desk & Reservations Manager

SUMMARY The Front Desk & Reservations Manager is responsible for managing all aspects of the Front Desk and Central Reservations Team, providing strategic leadership to drive revenue performance, guest satisfaction, and operational excellence. This position plays a critical role in maximizing occupancy, Average Daily Rate (ADR), and overall lodging revenue while delivering exceptional guest experiences. A key aspect of the role is overseeing multiple lodging software systems and online booking platforms, ensuring optimal rate strategy, availability management, and channel distribution. This position partners closely with the Director of Lodging & Reservations to implement pricing strategies, yield management practices, and revenue optimization initiatives. You will provide leadership and support to both Front Desk and Reservations Agents so they may efficiently book lodging and all resort offerings while ensuring exceptional service throughout the guest journey. This position works closely with all revenue-generating departments to identify advanced sales opportunities and drive cross-department collaboration. This is an FLSA Exempt position. A key part of every employees role is to serve as a Targhee Ambassador, engaging guests at every opportunity and representing the resorts service culture. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Act as Administrator within multiple lodging software systems to: Maintain lodging rates and availability, and overall system management.Assist with creating and setting up Lodging promotions.Create and utilize reports to assist with analysis and forecasting of rates and occupancy. Be accountable for measurable performance results including: Occupancy percentageAverage Daily Rate (ADR)Revenue Per Available Room (RevPAR)Reservation conversion ratesGuest satisfaction scores and survey resultsOTA performance and rankingPayroll and labor cost management relative to revenue Oversee all OTA and travel agent relationships, including rate parity, billing reconciliation, channel optimization, and communication standards.Oversee daily financial and reservation audits to ensure accuracy, compliance, and revenue integrity. Review rate plans, packages, and tax coding.Audit Travel Insurance Sales. Audit availability daily to ensure accuracy across all booking channels. Manage any overbookings.Review group blocks and adjust maintenance blocks accordingly.Track and process reservations agent commissions. Act as Lodging Liaison to Sales Manager. Work with Sales Manager and F&B Events Manager to finalize contracts.Participate in weekly meetings with Sales Manager and F&B Events Manager.Serve as the primary lodging contact for group leaders regarding all items that are related to Lodging and Reservations.Prepare Private Booking Links for groups.Work with Sales Manager and F&B Events Manager to finalize Group Statements and collect payment.Ensure Reservations Team is knowledgeable of all groups and booking details and group reservations are entered correctly. Act as the liaison between Product Development, Reservations and Front Desk. Will coordinate with Product Development regarding Aspenware and Inntopia Lodging products.Will help to finalize lodging product sheets.Will train staff on new products and help them prepare for product launches. Recruit and train Team Members in all aspects of the Front Desk and Reservations positions. Provide regular coaching and productive feedback to all team members.Provide employee evaluations. Job sharing may be required at times. Provide operational coverage as Lodging Agent, Night Auditor, or Front Desk Agent as needed. Analyze guest feedback and survey responses and implement actions to improve guest experiences.Maintain a positive and fun, yet productive and successful work environment. RESPONSIBILITIES TO SAFETY: Protect the safety of yourself, co-workers, and Grand Targhee Resort guests.Report any potentially harmful equipment or situations to the immediate supervisor without delay.Report safety-related accidents and incidents at once to immediate supervisor.Follow all company and department safety policies and procedures as outlined in the Resorts Occupational Safety & Health Compliance Manual and department-specific procedures or manuals.Operate equipment safely so that it will not lead to injury to yourself or others.Drive in accordance with the law and Grand Targhee Resort policies. SUPERVISORY RESPONSIBILITIES This position provides daily supervision for staff and acts as lodging lead in absence of other supervisors/managers and assists in training front desk and reservations staff. Leadership Expectations are as follows: Coaching culturePerformance managementConflict resolutionStaff scheduling & payroll managementRetention and hiring strategyFoster a high-performance, service-driven team culture aligned with resort values. WORK SCHEDULE Due to the nature of the recreation industry, we are in operation seven days a week. This includes weekends and holidays. Flexible working hours may be required based on the business levels. EDUCATION and/or EXPERIENCE Bachelor's degree desired. Previous experience in guest services, sales and hospitality is required. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Previous experience leading a reservations or sales team.Previous hospitality experience.Excellent people skills and guest service mentality required. Strong organizational skills required. Ability to work independently required.Knowledge of the following software is preferred but not required. Versa, Aspenware, Inntopia, SiteMinder, RTP, ExpediaProficiency in Microsoft Office is required. ANALYTICAL SKILLS Financial analysis and forecastingBudget management and Payroll cost controlData interpretation and reportingAbility to calculate rates, ratios, percentages, and analyze performance metrics LANGUAGE SKILLS Ability to communicate clearly and professionally in written and verbal formats with guests, team members, and leadership. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Excellent verbal communication skills. PHYSICAL DEMANDS The physical demands and work environment described here are representative of those that must be met and may be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. WORK ENVIRONMENT While performing the duties of this job, the employee is exposed to outside weather conditions. The noise level in the work environment is usually moderate. Grand Targhee Resort is an equal opportunity employer. In accordance with anti-discrimination law, GTR prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.