Reservation Coordinator

The Reservations Coordinator is responsible for handling all aspects of guest room reservations, ensuring accuracy and efficiency in booking processes while delivering exceptional customer service. This role acts as the primary point of contact for reservation inquiries via phone, email, or online platforms and supports the hotel's revenue management goals through effective coordination and communication.

Duties and Responsibilities:

• Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures

•  Builds all rate codes offered at the property; both public and confidential. 

• Creates and manages all Negotiated/Corporate/consortia rate codes, and submits all rate loading instructions to Sabre to ensure rates are visible in GDS. 

•  Assists the sales team in entering all group reservations into perspective blocks, and setting up all routing and billing instructions accordingly. 

•  Works with accounting team to settle group billing

• Double check and process commissions for Travel Agents and OTAs, 

• Sending final folios and handling any disputes on transient guest bills. 

• Coordinates room block reservations with the front desk.

• Manage and process all types of reservations (individual, group and associate) including booking requests, changes and cancellations, via phone, email, or third-party platforms

• Handle group bookings from contract to arrival: prepare contract, coordinate room blocks, process rooming lists, input accurate billing/routing instructions, review and update group reservations for accuracy prior to group arrival.

• Use upselling and promotional techniques to maximize revenue opportunities

• Communicate professionally with guests, group contacts, and internal departments via phone and email, maintaining appropriate etiquette and attention to detail.

• Serve as a first point of contact, providing information about hotel facilities and services, answering guest questions, and accommodating special requests.

• Complete and submit occupancy reports and other relevant documentation to supervisors and management

• Generate occupancy, pickup, and other reservation related reports upon request.

• Manage time effectively to ensure all duties are fulfilled efficiently.

• Perform other duties as assigned by hotel/department leadership

Minimum Qualifications:

• High school graduate with secondary education or specific  employment experience.

• Ability to provide excellent verbal and written communication with guests, hotel staff etc.

• Strong organizational skills

• Computer proficiency (MS Excel and MS Word)

• Experience in billing format and invoicing

• May be required to work nights, weekends, and/or holidays

Preferred Qualifications:

• Experience in the hospitality industry

• Customer Service experience

Physical Requirements:

• Ability to carry, push, move and lift large, bulky and/or heavy objects up to 25 pounds

• Ability to perform tasks that may require prolonged standing, walking repetitive bending, and other physical activities around the facilities

• Consistent hand and wrist movements using keyboards to generate correspondence, reports, etc.