Reservations and Groups Manager

Reservations And Groups Manager

The Reservations & Groups Manager is a key leader responsible for driving guest satisfaction and resort revenue through the effective oversight of both the individual reservations and group events functions. This role manages a high-performing team to ensure efficient reservation processing, strategic yield management, and exceptional service delivery for all guestsfrom individual travelers to large corporate groups, VIPs, and tournament clients. This position is instrumental in organizing and executing special events, responding to future business leads, building packages, cultivating new group opportunities, and generating incremental revenue through strategic up-selling of resort services and amenities. The manager also produces month-end reporting, maintains strong relationships with the existing client base, and collaborates across departments including Founder Concierge and Founders to deliver a seamless guest experience. A service-oriented and strategic operator, the ideal candidate is a developer of people and processes, capable of coaching and inspiring their team while upholding a structured, professional environment. They must demonstrate sound judgment, critical thinking, and a passion for creating exceptional experiences that exceed guest expectations.

The Soul of Dream Golf. The Heart of Texas. Wild Spring Dunes will be a public golf resort and refuge with world-class golf, accommodations, and homesites. Two courses are routed, with plans established for a short course and practice center. Set on over 2,400 sandy, secluded acres, here you will find dramatic elevation changes that highlight four distinct and diverse ecosystems : towering pines and hardwood forest, open, grassy meadows, rolling hills, and steep ravines carved by spring-fed creeks that flow through the secluded site. Wild Spring Dunes is an escape, a destination, a place to come together in community a home for golf and wilderness lovers alike.

Key Responsibilities :

• Lead a team of Reservations Agents specializing in curating the guest experience in Lodging, Golf, Dining and other resort activities.
• Disseminate relevant information for Central Reservations and PBX by providing updates regarding golf and lodging prices, room descriptions, golf and lodging offers, and general resort information including pertinent details regarding other departments.
• Handle reservations calls, book tee-times and lodging, and respond to guest emails as needed.
• Lead the training and development program focusing on implementation of a structured training calendar while enhancing the call scoring program and improving the feedback loop for the team.
• Supervise training of all reservations employees on resort software, policies and procedures.
• Continually improves and updates training protocol and manuals.
• Work in conjunction with our Revenue Management team, maintaining tee sheet utilization standards. Maintain tee sheet management for guest satisfaction improvement.
• Maximize room occupancy, food outlet reservations, and golf bookings while maintaining relationships between prime tee times and room nights to ensure revenue maximization throughout all revenue streams.
• Collaborate closely with the Food & Beverage Department to promote and communicate offerings that enhance the overall guest experience.
• Conduct regularly scheduled staff meetings.
• Address personnel issues and recognize outstanding performance in accordance with resort HR policies and guidelines.
• Resolve guest issues related to reservations and group bookings when necessary, ensuring timely and personalized follow-up.
• Oversee the scheduling of Reservation and PBX staff, always ensuring appropriate supervisory presence in the reservation's office.
• Produce and analyze weekly and monthly call volume reports to adjust staffing and meet call volume demands.
• Provide reports to management as required.
• Fulfill role as liaison between the Reservations, Groups, Buddies Golf, Concierge, and Guest Billing divisions as well as other operational departments.
• Collaborate with the marketing department on conversion metrics and external guest communication.
• Conduct annual staff performance reviews in accordance with resort policies.
• Maintain a productive, supportive, and team-oriented work environment.
• Availability for evening, weekend, and holiday coverage.
• Perform other duties as needed.

If you're someone who finds satisfaction in building teams, solving problems, and creating experiences that exceed expectations, we'd like to hear from you. This role reports to our Managing Director and offers the chance to shape how guests experience Wild Spring Dunes from their very first phone call.

In addition to a competitive salary, we offer a comprehensive benefits package that includes health insurance, a retirement plan, and paid time off.

Dream Golf is a growing collection of golf destinations developed and operated by the Keiser family. At our properties, you will find soul-stirring golf built in harmony with the land, employees who welcome you with warmth and hospitality, and destinations that embrace the rugged beauty of natural environments. Your next golf adventure awaits you at Bandon Dunes, Sand Valley, Rodeo Dunes, Wild Spring Dunes, and beyond

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.