Reservations and Concierge Manager

Love What You Do Everyday. Picture this: Going to work and stepping into 1800 acres of natural beauty amid the rolling hills and rugged high desert of Central Oregon. Each day youre surrounded by panoramic views of the towering Cascade Peaks while being a part of a passionate award-winning hospitality team. Working alongside other top-of-their-game individuals youll be dedicated to delivering creating and celebrating extraordinary guest experiences in an awe-inspiring setting.

The Perks

The views are pretty incredible. So are the people who work here. Our team truly is the heart and soul of Brasada Ranch and theyre the reason we win awards like Conde Nast Travelers Best Resort in the Pacific Northwest for 3 years in a row. We know our people are instrumental to our success so we offer competitive pay great staff perks and a culture that encourages fulfillment at work and in life. Thats why Brasada Ranch is proud to offer our employees the following benefits:

• Medical Dental and Vision company sponsored benefit package available to full-time employees
• 401k with company match
• Tuition reimbursement program
• Free golf privileges
• Seasonal Family Pass to the athletic center
• Employee discounts at all restaurants spa services and retail
• One complimentary trail ride with Brasada Trails

Role Description

The Reservations & Concierge Manager is a newly created leadership role responsible for bringing one of Brasada Ranchs most guest-facing functions fully in-house. This position oversees the end-to-end reservations and concierge experience for resort guests and members ensuring seamless coordination elevated service standards and deeply personalized experiences that reflect the spirit of Brasada Ranch.

As a strategic people leader and operational expert this role serves as a central hub connecting Front Office Recreation Programming Spa Golf Dining Sales and external partners. The Reservations & Concierge Manager sets the vision standards and systems that allow the team to consistently deliver exceptional effortless and memorable guest journeys.

General Responsibilities

Leadership & Team Development

• Lead coach and develop the Reservations & Concierge team setting clear expectations around service excellence responsiveness and guest personalization.
• Establish staffing models schedules and coverage plans that align with seasonal demand and resort occupancy.
• Foster a culture of empowerment accountability and warm hospitality where team members feel confident creating memorable guest moments.
• Conduct training onboarding and ongoing education to ensure the team is expert-level on Brasada Ranch amenities programming and the Central Oregon region.

Guest & Member Experience

• Oversee all guest and member reservations across on-site amenities including Spa Brasada dining golf recreation rentals and signature experiences.
• Ensure concierge interactions are anticipatory personalized and aligned with guest intent-from pre-arrival planning through post-stay follow-up.
• Act as an escalation point for complex guest needs and service recovery resolving issues with empathy creativity and professionalism.
• Build meaningful relationships with the member base to understand preferences expectations and evolving needs.

Operations & Systems

• Own concierge and reservations workflows ensuring accuracy efficiency and consistency across platforms and departments.
• Partner with leadership to evaluate refine and optimize systems tools and processes as the function transitions in-house.
• Maintain strong communication channels with internal departments to ensure alignment on programming availability and guest flow.
• Analyze trends guest feedback and volume data to inform staffing offerings and continuous improvement.

Partnerships & Programming Support

• Manage and nurture relationships with off-site outfitters guides and local partners ensuring offerings align with Brasadas brand and quality standards.
• Oversee coordination and confirmation of all off-site adventures and experiences.
• Collaborate with Recreation Events and Sales teams to support group programming weddings retreats and member events.
• Identify new partnership opportunities that enhance the guest experience and expand Brasadas adventure portfolio.

Experience & Qualifications

• Minimum of 35 years of experience in concierge reservations guest services or hospitality operations preferably in an upscale resort or luxury hotel environment.
• Previous leadership or supervisory experience strongly preferred.
• Proven ability to build relationships with guests members internal teams and external partners.
• Exceptional communication skills with the ability to translate guest preferences into thoughtful customized experiences.
• Strong organizational time management and problem-solving skills; thrives in a fast-paced high-touch environment.
• Comfortable working with reservations systems CRM tools and Microsoft Office platforms.

Required Experience:

Manager