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Team Leader, Reservations (Bozeman, MT)
One&Only Resorts
Exceptional ultra‑luxury resorts and private homes in iconic destinations worldwide.
Lead reservations team, ensure service quality & revenue targets.
Manages no-show and late cancellation reservations by investigating, recording and charging them efficiently
Assists Manager with allocating daily tasks to agents and directs team members in their daily activities and redeploys team members to meet the requirements of customer operational needs
Maintains inventory of supplies needed for the department
Maintains effective and supportive team environment by sharing team member’s feedback with Manager
Manages third party sites and ensures proper implementation of reservations procedures
In the absence of Managers conduct shift briefings to ensure hotel activities and operational requirements are known to the team
Ensures that the team is aware of all promotional rates and packages. Effectively sells product and services using up-selling, cross-selling and suggestive selling techniques
Lifting and carrying of loads weighing up to 30 pounds
Monitors incoming calls and proper shift staffing to avoid or keep abandoned calls to a minimum
Remaining in a stationary position for long periods
Maintains an elevated level of communication and feedback within the department
Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
Ensures compliance with all service level agreements, quality standards and data collection conducted by all team members is to the specified standard
Supervises and coaches agents in accordance with established productivity and performance standards. Monitors service standards and provides input to annual reviews of staff
Actively manages record, administers, and communicates to Manager employee relation issues, including absenteeism, timekeeping, and schedule adherence
Observes agents daily work and provides structured, consistent support and advice to improve customer service experience
What you bring
computer operations
physical stamina
reservations
contact centre
opera system
kpi monitoring
Constantly operating a computer and other office productivity machinery
Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
Frequent bending, twisting, stooping, reaching, and pulling
A minimum of 1-year experience with Reservations or extensive experience of working in contact centre or similar fields
Experienced in using Opera system.
Understands the department’s KPI (Key Performance Indicators) and helps to monitor and periodically measure progress towards achieving the goal
Benefits
Medical insurance - 80% of premium paid by employer
Complimentary meal per shift
14 nights per year at $100/night* at Kerzner Properties worldwide
Health Savings Account with $50 employer contribution per pay period
Discounts at F&B outlets on property
5 weeks of PTO (Paid Time Off)
Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership
Dental, vision & life insurance - 100% of premium paid by employer
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