Reservations Manager

ESCAPE TO BLUE RIDGE - PROPERTY MANAGEMENT COMPANY

COMPANY OVERVIEW:

With over 350 vacation homes, we are a vacation rental company dedicated to providing guests and owners with the best possible experience during their stay. Beautifully furnished and fully equipped, our cabins feature a stunning mountain backdrop and are managed by some of the best people in the business - wholly dedicated to providing incredible service at every turn.

Our vision?

To be the most admired vacation rental management company in North Georgia! By focusing on even the smallest details, we set ourselves apart from other vacation rental companies, understanding that little things can make an enormous difference in a guest's experience. We always aim to go above and beyond to satisfy our guest's needs.

Overall, working at Escape to Blue Ridge is an opportunity to be a part of a dynamic and growing company while enjoying the beautiful surroundings of the Appalachian Mountains. Our company boasts a strong team culture, career opportunities, and a beautiful location, making it an excellent choice for anyone seeking a rewarding and fulfilling career.

POSITION SUMMARY:

Are you a data-driven sales leader who thrives on turning guest inquiries into booked stays and teams into top performers?

We’re looking for an experienced Reservations Manager to lead a high-performing, metrics-oriented reservations team for our portfolio of vacation rental properties in the North Georgia Mountains. This isn’t just about answering phones — it’s about owning conversion rates, increasing revenue per stay, and leading a team that consistently delivers exceptional guest experiences and results.

You’ll use data to drive decisions, coach your team toward measurable improvement, and work cross-functionally with marketing, revenue management, and operations to ensure that every lead is maximized and every property performs at its peak.

Mission

To optimize every reservation opportunity through sales performance, guest re-engagement, and team leadership — ensuring we exceed booking, occupancy, and revenue goals while delivering a five-star guest journey.

RESPONSIBILITIES:

Sales & Booking Optimization

• Own and optimize the reservation lifecycle — from inbound lead to booked stay — with an emphasis on conversion rate and revenue generation.
• Implement structured sales processes and scripts that increase closing effectiveness, upsell opportunities, and return guest bookings.
• Launch and manage warm calling and email re-engagement campaigns to past guests, using seasonal promotions and loyalty messaging to drive repeat stays.
• Ensure real-time pricing, minimum stay, and availability settings are aligned across all direct and OTA channels.

Performance Management & Reporting

• Build and manage dashboards to track team performance (e.g., response time, conversion %, repeat bookings, average booking value).
• Deliver weekly and monthly reporting to leadership on booking trends, lead sources, rebooking activity, and team metrics.
• Proactively identify underperformance and deploy coaching, workflow improvements, or tool enhancements.

Team Leadership & Development

• Recruit, train, and manage a high-impact team of reservationists and guest experience agents.
• Drive a culture of accountability, data literacy, and performance excellence through regular coaching, feedback, and performance-based incentives.
• Develop training resources and SOPs that align with both sales and service goals.

Guest Re-engagement & Loyalty Campaigns

• Leverage past guest data to identify high-value segments and design repeat booking outreach strategies.
• Oversee proactive warm calling, email follow-ups, and personalized communication that turns previous guests into loyal repeat visitors.
• Collaborate with Marketing to align timing and messaging of seasonal offers, referral incentives, and direct booking benefits.

Cross-Functional Collaboration

• Work with Marketing to align promotional campaigns with reservation team execution and track ROI by channel and campaign.
• Coordinate with Revenue Management to test pricing strategies, fill calendar gaps, and avoid booking conflicts.
• Partner with Property Operations and Housekeeping to ensure accuracy and readiness for all arrivals.

QUALIFICATIONS:

Required:

• At least 2 years leading high-performance teams with 3 - 5+ years of experience in reservations, sales or revenue-focused hospitality roles.
• A proven track record of driving measurable improvements in booking conversion, rebooking rates, and team KPIs.
• Strong analytical skills and comfort with tools like Excel, Google Sheets, Power BI, or CRM dashboards.
• Deep knowledge of vacation rental or hospitality booking systems (PMS/CRM), channel managers, and major OTAs (Airbnb, Vrbo, Booking.com).
• A passion for proactive outreach and guest relationship building, not just reactive service.
• A coaching-forward leadership style: you know how to build trust, guide performance, and energize teams.

Preferred:

• Experience with vacation management software platforms like Streamline.
• Sales methodology training (e.g., Sandler, Challenger, SPIN Selling).
• Familiarity with guest lifecycle marketing and CRM automation tools.
• Bilingual (English/Spanish).

COMPENSATION & BENEFITS:

Compensation: Annual Salary Range $50,000 - $60,000 + performance-based bonuses (with an On-Track-Earnings of $70,000 - $75,000+, uncapped commission)

Benefits & Perks:

• PTO, 401K employer match, health benefits
• Growth path in a rapidly expanding hospitality company
• Fast-moving culture and supportive team environment

Job Type: Full-Time

Job Location: Alpharetta, GA (home office) | North Georgia Mountains region (must live in the area)

Reports to: Marketing Director