Reservations Team Lead - Kindred Resort

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.