GENERAL DESCRIPTION:
The Reservations Coordinator serves as the first point of contact for guests seeking accommodation at Wincome Hospitality's portfolio of three hotel properties. This position is responsible for delivering exceptional customer service while handling inbound reservation calls, emails, and online inquiries, maximizing room revenue through effective selling techniques, and ensuring reservation accuracy.
Working in a fast-paced, multi-property call center environment, the Reservations Coordinator provides personalized service, identifies the best accommodation based on guest needs, promotes hotel amenities, packages, and special offers, and collaborates with hotel operations to ensure an exceptional guest experience from reservation through arrival. The position requires strong communication, problem-solving, and multitasking skills while consistently meeting quality, productivity, and service standards.
WORK REQUIREMENTS:
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Maintain compete knowledge of reservation procedures and Property Management Systems (PMS) for all three hotel properties
- Answer inbound reservation calls, emails, and other guest communications in a professional, courteous, and timely manner
- Assist guests with hotel reservations, modifications, cancellations, dining, cabanas, amenities, packages, and other services
- Recommend the most suitable hotel and room type based on guest preferences and availability
- Maximize revenue through upselling room categories, packages, and hotel amenities
- Ensure all reservations are entered accurately and updated promptly in the reservation system
- Complete daily reservation checklists based on business demands
- Review daily reservations, arrivals, special requests, and pre-arrival communications
- Coordinate with Front Office, Sales, Revenue Management, and Accounting to ensure seamless guest arrivals
- Maintain accurate company, negotiated, travel agent, and wholesale rate information
- Identify and properly recognize repeat guests, VIPs, and loyalty members
- Monitor and coordinate group reservations, including rooming lists and room blocks when required
- Follow up on tentative reservations and update reservation status accordingly
- Review no-shows, cancellations, deposits, and reservation discrepancies in accordance with hotel policies
- Maintain thorough knowledge of hotel services, amenities, local attractions, and surrounding area information
- Demonstrate exceptional telephone etiquette and professional communication at all times
- Meet established quality assurance, call handling, productivity, and guest satisfaction standards
- Maintain a clean, organized, and professional work area
- Perform other reservations, administrative, and hospitality-related duties as assigned by the Corporate Reservations Manager or other members of management.
EXPERIENCE AND EDUCATION:
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Minimum of one (1) year of experience in hotel reservations, hospitality, call center, or guest services
- Degree from an accredited college or university in an appropriate curriculum and considerable experience related to this class of work including some supervisory experience.
- Bachelor's Degree Preferred
PHYSICAL REQUIREMENTS:
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Long hours are sometimes required.
- Sitting for long periods of time.
- Medium work- Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- The company’s employment policy is “at-will”. Under the “at-will” policy, neither you nor the company is committed to continuing the employment relationship for any specific term. (Refer to employee handbook for details).
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