Reservations Team Lead - Kindred Resort

Job Description

Job Description

Create Your Experience of a Lifetime!

Come work and play in the mountains!  Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons 
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan 
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
  
  

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Job Summary: 

The Reservations Team Lead supports the daily operation of the on-site reservations department at Kindred Resort. This position assists reservations agents, manages call and inquiry volume, supports training and quality assurance, and helps convert guest inquiries into confirmed reservations.

The Team Lead delivers personalized, luxury service while ensuring guests receive accurate information about accommodations, resort amenities, dining, spa services, activities, transportation, policies, and the overall Keystone experience. This position works closely with the Front Office, Sales, Marketing, Revenue Management, Spa, Food and Beverage, and other resort departments to create a seamless guest journey from initial inquiry through arrival.

This is an ideal opportunity for someone interested in developing their hospitality leadership, luxury sales, and resort operations experience.

Job Specifications: 

• Starting Wage: $23.49 - $31.31 /hr
• Employment Type: Year Round 
• Shift Type: Full Time
• Minimum Age: At least 18 years of age 
• Housing Availability: Yes  

Job Responsibilities: 

• Support the daily operation of the on-site reservations department, including call coverage, email inquiries, online leads, and guest follow-up.
• Assist reservations agents with questions, complex bookings, special requests, guest concerns, and reservation modifications.
• Coach and train reservations agents to improve luxury service delivery, product knowledge, sales confidence, accuracy, and conversion.
• Follow the established reservations sales process to identify guest needs, recommend the appropriate accommodations and experiences, overcome objections, and convert inquiries into confirmed bookings.
• Demonstrate a strong commitment to Kindred Resort’s service culture by resolving guest and partner concerns promptly, professionally, and thoughtfully.
• Maintain detailed knowledge of Kindred Resort’s hotel rooms, residences, packages, promotions, amenities, restaurants, spa, parking, transportation, pet policies, and seasonal experiences.
• Monitor daily call and inquiry volume, assist with workload distribution, and provide direct booking support during peak periods.
• Ensure reservations, guest profiles, payment information, notes, and special requests are entered accurately and handled according to company policies and applicable privacy standards.
• Assist with maintaining departmental resources, standard operating procedures, sales scripts, resort information, and knowledge-base content.
• Communicate emerging trends, recurring guest questions, system concerns, booking barriers, and performance opportunities to department leadership.
• Build productive relationships with the Front Office, Concierge, Sales, Marketing, Revenue Management, Housekeeping, Spa, Food and Beverage, and other resort departments.
• Support pre-arrival communication and identify opportunities to enhance the guest experience through dining, spa, recreation, transportation, and other resort offerings.
• Assist with reporting related to call volume, response time, conversion, revenue, booking accuracy, and other departmental goals.
• Serve as a knowledgeable and professional resource for guests, travel advisors, wholesalers, owners, and internal partners.

Job Requirements: 

Education

• High school diploma or equivalent required.
• College degree in hospitality, business, tourism, or a related field preferred.

Work Experience

• Previous experience in reservations, hospitality, lodging, customer service, or sales required.
• Luxury hotel or resort experience preferred.
• Previous experience supporting hotel or condominium reservations preferred.

Supervisory Experience

• Previous leadership, training, or supervisory experience preferred.
• Experience coaching team members and supporting daily workflow is preferred.

Licenses or Accreditations

• None required.

Computer Skills

• Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
• Experience with hotel property-management, central-reservations, customer-relationship, payment, or point-of-sale systems preferred.
• Experience with Opera, SynXis, Sertifi, or similar hospitality systems preferred.
• Ability to learn and work efficiently across multiple systems.

Language Skills

• Excellent command of the English language, both written and spoken.
• Additional language skills are beneficial but not required.

Other Requirements and Preferred Skills

• Must be able to work on-site at Kindred Resort in Keystone, Colorado.
• Must be available to work a flexible schedule that may include weekends, holidays, and occasional evenings based on business needs.
• Demonstrates polished communication and a genuine commitment to personalized luxury service.
• Possesses strong sales ability and can confidently recommend accommodations, packages, and resort experiences.
• Maintains a high level of accuracy and attention to detail while managing multiple priorities.
• Demonstrates sound judgment and professionalism when handling guest concerns, payment information, and confidential information.
• Works effectively in a fast-paced environment and remains composed during periods of high call volume or operational demand.
• Displays a collaborative approach and builds strong relationships across resort departments.
• Demonstrates a growth mindset and the ability to adapt during a resort opening, evolving procedures, and seasonal business changes.
• Familiarity with Kindred Resort, Keystone Resort, and the surrounding destination is preferred.

The expected pay range is $23.49 - $31.31 /hr. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution. 

We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID  517617
Reference Date: 09/17/2026 
Job Code Function: Reservations