Reservations Manager

Description

Position Type: Full-time Regular, Exempt (Salary)

Supervisor: Guest Services Senior Manager 

Department: Reservations

Location: Park City, Utah (on-site)

Compensation: $55,00 - $56,000 starting annual salary (depending on experience)

Join Our Team:

At the National Ability Center, every reservation represents the start of a life-changing experience. For more than 40 years, we have been breaking barriers and empowering people with disabilities through adaptive sports and recreation. We are seeking a dynamic and service-driven Reservations Manager to lead the team responsible for creating seamless, welcoming, and accessible participant experiences. In this role, you will guide a dedicated reservations team, optimize systems and processes, and collaborate across departments to ensure every participant journey is smooth, supportive, and mission-driven. If you are passionate about operational excellence, exceptional customer service, and using systems and data to create meaningful impact, this is an opportunity to play a critical role in advancing the National Ability Center’s mission and helping build an Adaptive Nation.

Job Summary:

The Reservations Manager provides strategic leadership and operational oversight for all individual reservations and front-end participant experience systems. This role is responsible for ensuring a seamless, accessible, and high-quality participant journeys from initial inquiry through program participation, while leading staff who manage reservations, waivers, payments, scholarships, and participant records. The Reservations Manager partners closely with Program, Finance, and Development teams to align capacity, systems, communication, and service standards in support of organizational goals. This is a full-time, year-round, benefits-eligible position that may require work on weekends, holidays, and occasional after-hours work. This position is not eligible for remote work.

Essential Duties:

• Supervise, train, mentor, and evaluate assigned staff; identify talent needs and support recruitment, onboarding, and offboarding.
• Support the development of department annual goals, establish priorities, provide resources, support, and regular feedback for professional development; set performance expectations, provide coaching, and administer disciplinary action as needed.
• Monitor and assess program effectiveness, reservation trends, demand, capacity constraints, and mission impact through data collection, analysis, and feedback; uses evaluation results to drive continuous improvement and innovations.
• Serve as a liaison between Program Managers and participants to recommend, promote, and schedule individuals into appropriate programs based on goals, needs, and required adaptations.
• Oversee and continuously improve the processing of individual reservations through online portals, email, phone, and in-person registration.
• Ensure timely and accurate completion of waivers, payments, scholarship applications, and required documentation prior to program participation.
• Maintain accurate participant profiles, attendance records, and data integrity within Salesforce.
• Develop, maintain, and evolve standard operating procedures (SOPs) and training materials.
• Identify and implement process improvements that increase efficiency, accuracy, accessibility, and participant satisfaction.
• Review and update all intake forms, policies, and participant-facing documentation to ensure accuracy, compliance, accessibility, and alignment with organizational priorities annually.
• Build and maintain participant portal data, including campaigns, appointments, program descriptions, and pricing for seasonal program launches; oversee pre-arrival communications, appointment reminders, and automated email templates.
• Field questions and feedback from internal and external stakeholders; communicate pertinent program-related insights to Program Managers and track themes and follow-ups to support continuous improvement.
• Assist with key fundraising events and other special events as needed to help advance program goals and support; serves as an ambassador and representative for the National Ability Center.

Requirements

Minimum Qualifications: 

• 3 years of experience in reservations, customer experience, operations, program coordination, or related roles.
• 2 years of people management or team leadership experience.
• Must pass a pre-employment background check. 
• Must be legally authorized to work in the United States. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility.

Preferred Qualifications:

• Strong working knowledge of CRM, reservations, and/or registration systems and data management best practices.
• Demonstrated experience managing complex workflows across online portals, phone, and in-person service environments.

Knowledge, Skills, and Abilities: 

• Demonstrated leadership experience with the ability to lead by example, motivate teams, and coach, mentor, and develop staff at varying levels of proficiency and experience
• Ability to receive feedback constructively and provide effective feedback and performance coaching to support the growth of self and others.
• Knowledge of a variety of disabilities and the ability to communicate effectively and build trust with participants and their families.
• High level of accountability to organizational goals, team outcomes, and personal performance objectives.
• Ability to make quick educated program decisions based on the mission, needs, and strategic plan.
• Proven experience partnering cross-functionally with Program, Finance, Development, and/or Marketing teams to achieve      shared goals.
• Sound judgment and decision-making skills, with the ability to make timely, mission-aligned program placement and service      decisions based on organizational priorities and participant needs.
• Excellent written and verbal communication skills with the ability to communicate clearly and empathetically with      participants, families, and internal stakeholders.
• Ability to work with other department leads to ensure development, collaboration, and execution for shared goals.
• Strong work ethic and adaptability, with the ability to manage multiple responsibilities and shifting priorities in a fast-paced environment.
• Exceptional organizational, prioritization, attention-to-detail, and problem-solving skills.
• Ability to prioritize work effectively and efficiently under pressure.
• Demonstrated ability and willingness to work productively and collaboratively within a team.
• Commitment to a positive, fun, and team-oriented working environment while promoting the NAC Values.
• Proficiency with standard business software (e.g., Microsoft Office or Google Workspace).
• Working knowledge of Salesforce or similar CRM/reservations platforms (or demonstrated ability to quickly learn new systems).

Working Conditions:

• Available and willing to work a non-traditional schedule that may include occasional evenings, weekends, and holidays, especially as needed for projects and special events.
• Able to work at multiple desks at different Park City locations.

Benefits: 

• Health Insurance with Health Savings Account 
• Employer Contribution to HSA 
• Dental Insurance 
• Vision Insurance 
• Long-term Disability 
• Life Insurance 
• Voluntary Accident and Hospital Plans
• Paid Time Off (PTO) annually 
• 11 Paid Holidays + 2 Paid Personal Days Annually (including a paid day off on your birthday)
• 403(b) Plan with Employer Match 
• Parental Leave 
• Pet Insurance
• Pro Deals with gear companies