Reservations Manager

Sand Valley is a golf resort and community settled gently upon 12,000 acres of rugged, pre-historic sand dunes in central Wisconsin. Here, residents and guests will find five world-class golf courses built in harmony with the land: Sand Valley, Mammoth Dunes, The Sandbox, The Lido, and Sedge Valley.  Founded in 2016 by brothers Michael and Chris Keiser, the resort is known for its friendly hospitality and a community of golf and outdoor enthusiasts who have been drawn to the raw beauty and serenity of the vast Wisconsin Wilderness. Inspired by the heathland golf courses of London, Sand Valley showcases golf as it was meant to be, much like the other Dream Golf properties, Bandon Dunes and Rodeo Dunes.

Beyond premier golf, Sand Valley is a year-round celebration of all the outdoors from fat-tire biking, hiking, and kayaking to ice hockey, skating, or a guided cold plunge. The resort now features a 13,000-square-foot Tennis Center with 16 grass tennis courts and the eleventh Court Tennis facility in the United States. Alongside soul-stirring golf and outdoor exploration, Sand Valley offers a variety of savory dining venues showcasing globally inspired and rustic Wisconsin cuisine.

The Sand Valley team works together to create experiences of a lifetime by asking questions and sharing ideas. With authenticity and a hard-working attitude, Sand Valley helps guide guests through an immersive experience in Wisconsin's natural beauty and away from the demands of daily life.

• The Reservations Manager plays a vital role in delivering the highest quality of service to our guests, ensuring their expectations are met or exceeded. This position is responsible for managing the Reservations team, to maximize resort revenue and guest satisfaction through effective yield management and efficient reservation processing. The Reservations Manager must be well-versed in the responsibilities of the Reservations, and have knowledge of Groups, Lido Concierge, and Founders teams, providing seamless support across all departments.

• A strong leader is essential to guide the Reservations team, maintaining a structured and professional environment while demonstrating sound judgment and critical thinking skills. This role requires a service-oriented operator and visionary who is dedicated to delivering exceptional guest experiences while coaching and inspiring a high-performing team. The ideal candidate is a builder and developer of people, processes, and property amenities, continuously striving for growth and excellence.

• Lead a team of Reservations Agents specializing in our 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.

• Education & Experience: High school diploma required; college degree preferred. Minimum of 2 years of relevant functional and/or management experience.
• Leadership & Team Management: Proven ability to lead, mentor, and motivate a team in achieving sales and event goals while fostering a positive, open-communication culture.
• Communication & Interpersonal Skills: Strong written, verbal, and interpersonal communication skills with a customer service focus.
• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, Outlook). Experience with CRM or event management software (Revinate, Delphi, Opera, or Salesforce preferred).
• Strategic & Operational Skills: Experience in budget development, strategic planning, and staff management. Ability to analyze problems, develop solutions, and efficiently manage multiple responsibilities under pressure.
• Work Ethic & Flexibility: Highly organized, detail-oriented, and able to work flexible hours, including evenings, weekends, and peak event periods.
• Professionalism: Strong emotional intelligence, a proactive mindset, and a professional, positive demeanor.

• Typical office setting with overheard lighting and adjustable ventilation. This individual may be exposed from time to time to inclement weather; potentially dangerous pesticides, herbicides and fertilizers; equipment movement hazards; misdirected golf balls. Injury may result as a result of exposure to the above if safety policies and practices are not properly followed at all times.

• Must have the ability to:
• Read and write (English)
• Communicate verbally with staff members with or without the use of two-way radios.
• Give and/or follow verbal and written instructions
• Visually inspect all work areas
• Operate vehicles and equipment for several hours at a time
• Perform mathematical calculations involving fractions, decimals, and percentages
• Retrieve, read and interpret information from technical sources
• Stand, walk, push, pull, lift, grasp, bend and kneel for up to 5 hours at a time
• Lift up to 30 lbs occasionally, 10 lbs frequently, and 5 lbs constantly 

• Reservations Team

Sand Valley LLC is an Equal Opportunity Employer