Director of Reservations - Remote

Description

Are you a strategic leader with a passion for hospitality and a talent for driving results? Marcus Hotels & Resorts is looking for an experienced Director of Reservations to lead our Marcus Reservation Sales and Customer Care team. This role offers the flexibility of working remotely while having a direct impact on our portfolio’s most distinguished hotels.

As Director of Reservations, you will oversee the strategy and day-to-day operations of our centralized reservations and customer care team, supporting a dynamic portfolio that includes our independent hotels, restaurants and spas across the country. These properties require a leader who can elevate the guest booking journey, optimize performance, and build lasting client relationships. You'll support reservations for our hotels, spas, restaurants, and golf experiences—playing a critical role in delivering the excellence Marcus is known for.

If you're driven to lead, ready to make an impact, and excited to work with a company that values both innovation and tradition, we’d love to hear from you.

What will you be doing?

• Lead and manage a centralized reservations team of 30+ across multiple Marcus properties, eliminating the need for on-site reservation departments.
• Oversee training, performance, and development programs to ensure consistent, high-level guest service and agent excellence.
• Monitor team performance through audits, observations, and reports, driving efficiency and exceeding service benchmarks.
• Develop and maintain communication protocols and reporting structures with internal stakeholders and customers.
• Manage departmental budgets, staffing schedules, and operational tools to meet service level agreements and financial goals.
• Drive innovation by identifying new service opportunities and staying current on industry trends and technologies.
• Create, maintain, and improve SOPs, training materials, and disciplinary processes to support continuous improvement
  
  

What do you bring to the role?

• Minimum 5 years of relevant experience in customer or guest services, including team leadership or supervisory roles
• Strong background in customer service with a professional, customer-focused demeanor
• Proficient in using cloud-based phone systems and communication tools
• Fluent in English, with excellent verbal and written communication skills
• Pleasant, clear, and professional speaking voice
• Computer literate with the ability to quickly learn new systems and software
• Positive attitude, customer oriented personality, and strong interpersonal skills
• Some college or secondary education preferred
  
  

What’s in it for you?

• Discounts at Marcus Hotels & Resorts, Restaurants, Golf & Spa operations
• “Two for one” movie theater coupons at Marcus Theatres
• Ability to grow your career and transfer from one property to another while maintaining your service with the company
• Paid time off
• Eligible for revenue leadership incentives
• Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match
• And more!
  
  

About Us

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

Marcus Hotels & Resorts is an equal opportunity employer.