Reservations Coordinator

Description

Reservations Coordinator

Position Overview

We are seeking an organized, detail-oriented, and guest-focused Reservations Coordinator to support our Front Office operations.

The Reservations Coordinator is responsible for managing guest reservations, coordinating room assignments, monitoring room inventory, and maintaining accurate communication between the Front Desk, Housekeeping, Engineering, and Sales teams. This position plays an important role in ensuring a smooth guest experience from reservation through departure.

The ideal candidate has strong communication and organizational skills, excellent attention to detail, and the ability to manage multiple priorities in a fast-paced resort environment.

Key Responsibilities

Reservations & Guest Services

• Answer reservation calls and respond promptly to guest inquiries, booking requests, modifications, and cancellations.

• Monitor and respond to messages received through the Front Desk, Expedia, Booking.com, Micrometrics, TACS, and other reservation platforms.

• Create, modify, and confirm reservations accurately in the property management system (PMS).

• Maintain updated guest profiles, reservation details, and special requests.

• Provide accurate information regarding room types, resort amenities, rates, packages, promotions, and activities.

• Identify opportunities to upsell room upgrades, packages, and resort services.

• Process reservation confirmations, advance deposits, cancellations, no-shows, and outstanding balances.

• Research travel agent commissions and resolve reservation-related billing discrepancies.

Room Inventory & Arrival Coordination

• Review daily arrivals, departures, stayovers, room moves, upgrades, and late checkout requests.

• Pre-assign rooms for VIP guests, American Express and Expedia VIPs, groups, and guests with special accommodation requests.

• Monitor room availability, balance inventory, and optimize room assignments.

• Review room status discrepancies, out-of-order rooms, and room readiness in coordination with Housekeeping, Engineering, and the Manager on Duty.

• Coordinate room priorities, estimated arrival times, and pending room assignments with Housekeeping.

• Monitor checkouts and approved late departures to maintain accurate room availability.

• Communicate room changes, extensions, and other important updates to the appropriate departments.

Group Reservations & Department Coordination

• Process group rooming lists, room blocks, and reservation updates.

• Review upcoming group arrivals, resumes, and special accommodation requirements.

• Reconcile reservation information between the PMS, booking platforms, and distribution systems.

• Maintain communication with the Front Desk, Housekeeping, Engineering, and Sales teams to support daily operations.

• Prepare shift handover reports, communicate outstanding issues, and assist with Front Office operations as needed.

Reporting & Administrative Responsibilities

• Prepare and review daily reservation, arrival, departure, and room inventory reports.

• Process and reconcile guest deposits, payments, and reservation transactions.

• Complete required end-of-shift cashout and bank reconciliation procedures.

• Maintain accurate reservation records and protect confidential guest and company information.

• Identify opportunities to improve reservation processes, inventory management, and guest service.

• Follow resort policies, operational procedures, and guest service standards.

• Attend required meetings and training sessions.

• Perform additional duties and special projects as assigned by management.

Qualifications

Required

• High school diploma or GED, or equivalent education and experience.

• Minimum of 6 months of customer service experience.

• Strong verbal and written communication skills in English.

• Proficiency in Microsoft Office and hotel property management systems.

• Excellent organizational, multitasking, and time management skills.

• Strong attention to detail and ability to resolve guest concerns professionally.

• Ability to work independently and collaboratively with other departments.

• Dependable, punctual, and able to maintain confidentiality.

• Flexible availability, including evenings, weekends, holidays, and extended hours as business needs require.

Preferred

• Previous experience in hotel reservations, Front Desk, guest services, or hospitality operations.

• Familiarity with online travel agencies (OTAs), including Expedia and Booking.com.

• Experience with room inventory management, group reservations, and guest payment processing.

• Knowledge of hotel rate structures, packages, and upselling techniques.

Benefits & Perks

We offer a variety of benefits and perks to eligible team members, including:

• Medical, dental, and vision insurance

• Supplemental insurance options

• Paid time off and paid holidays

• 401(k) retirement plan with company match

• Employee discounts at participating sister hotel properties

• Employee housing opportunities, based on availability

• Opportunities for professional development and career growth

Benefits are subject to eligibility requirements and applicable company policies.

Isla Bella Beach Resort is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.