Director of Reservations - Remote

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?

·       At least 5 years of related or similar work experience

·       Prior supervisory and/or management experience in a similar environment required.

·       Must demonstrate a great attitude and customer oriented personality

·       Excellent communication skills both written and verbal

What’s in it for you?

·       Discounts at Marcus Hotels & Resorts

·        “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

·       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.