Channel Reservations Coordinator

NDM Hospitality Services•Kissimmee, FL

About The Position

NDM Hospitality is a family-owned hospitality company that began in food and beverage and has expanded into the vacation rental industry. We are redefining hospitality by combining the comfort of vacation homes with the consistency, service, and amenities of a world-class resort experience. We are seeking a detail-oriented Channel Reservations Coordinator to join our growing team. This role is responsible for managing OTA reservations, auditing booking data, processing reservation financials, supporting guest communications, and ensuring exceptional customer service throughout the reservation lifecycle.

Requirements

2+ years of experience in hospitality, reservations, customer service, channel management, revenue management support, or related fields.
Strong analytical skills with exceptional attention to detail.
Ability to reconcile reservation and financial data accurately.
Excellent written and verbal communication skills.
Strong organizational and time-management abilities.
Proficiency with Microsoft Excel and reporting tools.
Ability to thrive in a fast-paced, customer-focused environment.

Nice To Haves

Experience working with OTA platforms such as Airbnb, Expedia, Booking.com, or Vrbo preferred.
Familiarity with Salesforce or other CRM/ticketing systems preferred.
Experience with vacation rentals, hotels, resorts, or property management companies.
Independent hotel or hospitality management company experience preferred.
Bachelor's degree in Hospitality, Business, Analytics, Finance, or a related field.

Responsibilities

Manage and audit reservations received through Online Travel Agencies (OTAs) including Airbnb, Expedia, Booking.com, and Vrbo.
Verify reservation accuracy, completeness, and financial integrity.
Process reservation payments, refunds, modifications, and cancellations.
Communicate professionally with guests through OTA messaging platforms regarding reservation inquiries, stay information, and issue resolution.
Manage and respond to incoming Salesforce cases in a timely manner.
Review daily, weekly, and weekend reservation reports to ensure bookings and cancellations are properly recorded.
Monitor reservation data for discrepancies and escalate issues as needed.
Collaborate with Operations, Revenue Management, Customer Service, and Property Management teams to resolve guest concerns.
Maintain accurate customer records and ensure compliance with company procedures.
Deliver exceptional guest service while handling escalated reservation-related issues.