Description

Summary

Position Summary

The Area Reservations Project Manager leading, coordinating, and delivering cross-functional projects that support Reservations operations, systems, and continuous improvement initiatives across the area. This role focuses on project planning, vendor partnership management, process development, change management, and stakeholder alignment, ensuring initiatives are delivered on time, within scope, and aligned with brand and business objectives.

The Project Lead acts as a central connection point between leadership, managers, supervisors, trainers, vendors, and property teams, translating strategy into executable plans while maintaining strong relationships and consistent communication.

Essential Functions

Project & Program Management

• Leads end-to-end implementation of Reservations-related projects, including new systems, tools, workflows, and operational initiatives.
• Develops project plans outlining scope, timelines, milestones, dependencies, risks, and success criteria.
• Tracks project progress, ensures deadlines are met, and proactively addresses risks or barriers to execution.
• Coordinates testing, rollout, and post-implementation support to ensure adoption and sustainability.

Vendor & System Partnerships

• Serves as primary liaison for system and vendor implementations supporting Reservations operations.
• Manages ongoing vendor relationships, ensuring service levels, system updates, and enhancements align with operational needs.
• Acts as subject-matter expert for implemented systems, providing guidance and support to leaders and teams.

Cross-Functional Collaboration

• Works closely with Reservations leadership, Trainers, Coaches, property teams, Programs, F&B, and Spa partners to align projects with operational realities.
• Ensures initiatives are implemented consistently across properties while allowing for necessary local adaptations.
• Facilitates cross-functional meetings, working sessions, and update communications related to active projects.

Process Development & Documentation

• Creates, updates, and maintains operational protocols, workflows, and reference materials related to implemented initiatives.
• Ensures documentation is current, accessible, and clearly communicated to impacted teams.
• Partners with the Area Reservations Trainer to integrate new processes into onboarding and ongoing training programs.

Change Management & Adoption

• Supports leaders and teams through change by providing clear communication, training coordination, and reinforcement.
• Identifies adoption challenges or gaps post-implementation and works with stakeholders to address them.
• Gathers feedback and insights to continuously improve project outcomes and future implementations.

Reporting & Communication

• Provides regular project status updates to the Area Director and Reservations Leadership team.
• Reports on risks, milestones, dependencies, and resource needs rather than individual agent performance metrics.
• Participates in weekly Reservations Leadership meetings as a project and operational support partner.

General Responsibilities

• Maintains a limited frontline presence as needed to stay connected to operational realities.
• Possible travel (10-25%) to sister properties based on project needs.
• Performs other duties and responsibilities as assigned.

Benefits

We offer excellent benefits:

• Complimentary room nights*
• Unlimited discounted and Friends & Family Room Rates
• Medical, Prescription, Dental and Vision Insurance on 30 th day of employment*
• 401K with company match*
• Generous Paid Time Off policy*
• Paid sick time
• Paid Family Bonding Time and Adoption Assistance*
• Tuition & Wellbeing Reimbursement*
• Free colleague meals during shift
• Employee Stock Purchase Plan*
• Access to resort facilities including spa services, programs, hiking trails and gym

* Exact benefit package is contingent on status

Qualifications

Qualifications
- Minimum of 2 years' experience in project management, operations, learning & development, or Reservations leadership.
- Demonstrated experience leading cross - functional initiatives or system implementations.
- Strong organizational and time - management skills with the ability to manage multiple projects simultaneously.
- Advanced proficiency in MS Office and virtual collaboration tools (ideally Microsoft Teams).
- Exceptional verbal and written communication skills with the ability to influence without direct authority.
- Experience in Reservations or contact - center environments preferred.
- Vendor management or systems implementation experience preferred.
- Professional demeanor with exceptional verbal, written and electronic communication skills.
- Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.

Remote Agent Qualifications (position has possibility of being remote)
- Same as those outlined above but also include the following (further details in Remote Expectations document):

o High Speed internet - colleague is responsible for cost and select an internet package that aligns with business needs

o At home office or space free of distraction and additional noise (pets, children, room-mates, spouses) and may be anywhere in the U.S.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.