Our Property:

Captiva Island has been the destination of choice for generations of families. South Seas, for many, is where the destination has come to life. The 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast offers elevated coastal experiences and world-class amenities designed to appeal to a multitude of guests. Join this passionate and hardworking team and enjoy working in paradise.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

We offer a very competitive salary and generous benefits including:

• Low-cost Medical, Dental, Vision Plans
• Paid Life Insurance
• Short- and Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with 100% match up to 4 percent
• Commuter and Company-paid Toll Programs
• Daily Complimentary Shift Meal

POSITION OVERVIEW

The Reservations & Rooms Control Manager is responsible for the leadership, accuracy, and effectiveness of all reservations, inventory management, and room assignment operations. This role oversees the full reservations lifecycle—including third‑party channels, group bookings, and daily inventory control—while ensuring the highest levels of guest satisfaction and revenue optimization. This position leads the reservations team, supports Front Desk operations, ensures reservation accuracy, and collaborates closely with Revenue Management, Sales, and on‑site operations to drive occupancy, revenue, and exceptional guest service.

ESSENTIAL FUNCTIONS 

Inventory & Rooms Control Management

• Oversee and manage room, unit, and home inventory to optimize occupancy and revenue across the property.
• Ensure all room assignments align with reservations, guest preferences, VIP status, and special requests.
• Review Out-of-Order and Out-of-Service statuses daily to ensure room readiness.
• Meets with Revenue Manager to discuss rate strategies and implementation
• Evaluate sell‑through opportunities, group blocks, residence blocks, and ensure availability accuracy.

Reservations Operations Management

• Oversee all property reservation activities
• Verify reservation accuracy including rate codes, postings, fees, market segments, and payment details.
• Review, correct, and process wholesale, OTA, and travel agent reservations using extranets and internal systems.
• Handle no‑shows, cancellations, special packages, and Hilton Grand Vacation timeshare access.
• Ensure repeat guests, VIPs, and escalated issues receive special handling.
• Assist with reservation calls and emails when needed to support team volume or service expectations.

Team Leadership & Development

• Lead, train, mentor, and evaluate reservation and rooms control staff.
• Oversee staff selection, onboarding, professional development, and performance management.
• Conduct call scoring, productivity monitoring, coaching sessions, and sales guidance.
• Train new Front Desk hires on reservation systems and processes.
• Maintain a strong culture of service, communication, and teamwork across departments.

Guest & Front Desk Support

• Assist with guest concerns, follow-ups, and service recovery to ensure satisfaction.
• Monitor communication platforms to address guest needs promptly.
• Monitor info@ email inbox and all reservations@ email inbox

Reporting, Analytics & Performance Tracking

• Review and report on daily, weekly, and monthly reservation performance including conversion, call stats, revenue, occupancy, availability, arrivals, departures, and regret & denial data.
• Track travel agent commissions and productivity metrics.
• Contribute to forecasting and revenue strategy meetings.
• Prepare month‑end reporting.

Collaboration & Cross‑Department Support

• Work closely with Revenue Management on rates, restrictions, and strategies.
• Partner with Sales on group rooming lists, special requests, and group block setup.
• Coordinate with on‑site operations for room readiness, guest expectations, and special handling.
• Update Cloud5, voice agents, and other communications tools with current property information.
• Participate in process improvement initiatives and departmental work teams.
• Work closely with Owner Relations for proper inventory management. 

POSITION QUALIFICATIONS

• High School Diploma/GED; AND one (1) year of resort operations support experience; OR an equivalent combination of education, training, and experience.
• Experience in reservations, rooms control, revenue management support, or Front Desk operations within the hospitality industry.
• Proven leadership experience managing reservation or guest service teams.
• Strong knowledge of PMS, CRS, and third‑party booking platforms.
• Excellent organizational and multitasking skills with strong attention to detail.
• Exceptional communication, customer service, and guest‑resolution skills.
• Ability to analyze performance metrics and provide actionable insights.
• Proficiency with reporting systems such as STR, Revinate, and OTA extranets.

WORKING CONDITIONS – PHYSICAL/MENTAL REQUIREMENTS

• Must be able to work in a fast paced, deadline driven environment.
• Stamina to sit for extended periods of time.
• Vision to read printed materials and computer screens with dexterity to utilize computer equipment.
• Hearing and clear speech to communicate in person or over the telephone.
• Flexible schedule: days and times may vary based on need

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.