Now Hiring! Reservation Team Lead

The Reservation Team Lead supports CRR Hospitality and helps deliver an exceptional guest experience across our portfolio of resorts. This is a hands-on leadership role that continues to manage reservations and guest interactions while providing day-to-day guidance and support to Reservation Associates.

Essential Duties & Responsibilities

• Serve as the go-to resource for Reservation Associates with questions regarding reservations, guest needs, policies, rates, promotions, systems, and property information.
• Provide day-to-day guidance and support to the Reservation Team during assigned shifts.
• Monitor team workload and help prioritize calls, emails, chats, HelpScout tickets, follow-ups, and other guest requests.
• Help ensure appropriate coverage across phone, email, chat, and other guest communication channels.
• Handle reservations and guest inquiries while providing friendly, knowledgeable, and solutions-focused service.
• Help resolve guest concerns and coordinate with resort teams when property-level assistance is needed.
• Communicate property updates, promotions, events, policies, closures, and operational changes to the Reservation Team.
• Act as the primary on-duty resource when the Revenue Manager is unavailable and escalate significant guest, operational, revenue, or associate concerns as needed.
• Assist the Revenue Manager with scheduling, coverage, training, team meetings, and special projects.
• Monitor reservation accuracy, response times, follow-ups, and other department standards; identify recurring issues and communicate them to the Revenue Manager.
• Support coaching, training, and process improvements based on team needs and quality reviews.
• Continue performing the core responsibilities of a Reservation Associate while serving in an elevated leadership and support capacity.
• Assist with opening, closing, weekend, holiday, and high-volume coverage as needed.

What We're Looking For

• Previous experience in reservations, hospitality, guest service, or a similar customer-facing role.
• Strong communication, organization, and problem-solving skills.
• Ability to confidently assist and guide team members in a fast-paced environment.
• Strong attention to detail and commitment to reservation accuracy and follow-through.
• Positive, guest-focused attitude with a willingness to jump in and help wherever needed.
• Ability to work independently while being a strong team player.
• Demonstrates CRR’s values of Cares, Passionate, Team Player, Excellence, Curious, and Positive.

Why CRR?

At CRR Hospitality, we believe the guest experience starts long before someone arrives at one of our resorts. Our Reservation Team plays a critical role in creating that first connection, answering questions, building excitement, and helping guests find the right CRR experience for their next stay.