Reservations Manager

National Ability Center•Park City, UT

11h•Onsite

About The Position

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. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.

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