Director of Reservations
$150,000–$200,000 year
On-sitePanama City Beach, Florida, United States
Job Summary
Lead and manage a team of 20+ reservations agents and front desk staff across four Florida Panhandle markets, overseeing hiring, onboarding, training, coaching, scheduling, and performance management. Establish quality assurance processes, monitor guest conversations, and analyze reviews to drive operational improvements and service standards. Partner with business leadership to translate data into staffing decisions and collaborate cross-functionally with housekeeping, maintenance, and revenue management during the upcoming property management system transition. Initially spend significant time working alongside the team to handle guest calls and observe workflows firsthand. Full benefits, competitive pay, and on-site five days per week.
Required Qualifications
- 5+ years of experience in reservations, guest services, hospitality operations, or a related customer-facing environment, including at least 3 years in a people leadership role
- Proven experience leading, coaching, and holding accountable a team of 15+ employees in a fast-paced service environment
- Demonstrated ability to develop employees through structured onboarding, training, coaching, performance feedback, and accountability
- Experience using KPIs, reporting, and performance data to identify trends, coach employees, and improve departmental results
- Strong operational judgment with the ability to balance exceptional guest service, company policies, and sound business decisions
- Experience handling escalated guest situations and coaching others to confidently resolve challenging conversations
- Strong organizational and process management skills
- Comfortable learning and working within reservation systems, property management software, CRM platforms, and other operational technology
- Experience collaborating cross-functionally with departments such as housekeeping, maintenance, revenue management, owner services, or comparable operational teams
- Ability and willingness to work on-site five days per week and initially spend significant time working alongside the reservations team, including handling guest calls
Desired Qualifications
- Built training or QA programs from scratch
- Homeowner communication experience, including owner referrals and owner stay changes
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