Call Center Reservations Manager (Resort)

Reservations Manager Join the team at The Grove Resort & Water Park Orlando, where every day is an opportunity to create exceptional guest experiences! Spire Hospitality is a management company dedicated to delivering best‑in‑class service and memorable guest experiences across our portfolio of hotels and resorts nationwide. We offer a comprehensive full‑time benefits package including early pay or earned wage access, medical, dental, vision, pet discount program, identity theft protection, pre‑paid legal support, flexible spending accounts, matched 401(k), life, critical accident or illness coverage, short‑ and long‑term disability, paid time off, wellness programs, hotel discounts, and more! Join our dynamic Front Office TEAM and play a key role in driving guest satisfaction and revenue performance as a Reservations Manager. The Reservations Manager is responsible for overseeing all aspects of the reservations process and operations, ensuring accuracy, efficiency, and outstanding guest service while supporting the property's financial goals. Responsibilities and Duties Manage daily reservations operations, including room inventory, availability, group room blocks, cut‑off dates, restrictions, and occupancy controls. Oversee systems usage, rate management, budgeting, forecasting, and reporting for the Reservations Department. Monitor and communicate hotel occupancy, promotions, special reservation procedures, operational updates, and special events. Serve as the primary liaison between the Reservations team and other departments property‑wide. Supervise, coach, and develop reservations team members, including scheduling, performance management, counseling, evaluations, training, and recognition. Lead recruiting efforts, including interviewing, onboarding, and training new team members. Prepare, analyze, and distribute production and performance reports to relevant departments. Develop, maintain, and update forecasts related to room demand and revenue management. Monitor call quality, telephone etiquette, and overall performance of reservations staff on a daily basis. Ensure VIPs, repeat guests, and special requests receive proper handling and recognition. Coordinate group reservations with Sales and Revenue Management teams, including follow‑ups on tentative bookings and updates to reservation status. Review no‑show and cancellation reports and ensure proper processing of charges per hotel policy. Manage room blocking for long‑stay guests, suites, and group allocations. Maintain strong relationships with commercial clients and partners. Communicate changes in availability to the Front Office Manager and support necessary operational adjustments. Ensure proper scheduling and staffing coverage for the department. Hotel Specific Primarily indoor role with occasional interaction across multiple hotel departments. Requires flexibility to work varying schedules based on business needs, including evenings, weekends, and holidays. Physical Demands Ability to sit, stand, and work at a computer for extended periods. Ability to lift, carry, push, or pull up to 10 lbs as needed. Qualifications Education Bachelor's degree in Hospitality Management or related field preferred (or equivalent experience). Experience Minimum of 3 years of experience as a Reservations Supervisor or Assistant Manager in a hotel or resort environment. Proven leadership experience in guest services or front office operations within the hospitality industry. Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans. Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Spire Hospitality