Coordinator, Hotel Reservations - Universal Kids Resort

Universal Orlando • Frisco, TX

60d

About The Position

The Hotel Reservations Coordinator for Universal Kids Resort is responsible for managing Guest hotel reservations with accuracy and efficiency, ensuring a smooth booking experience from inquiry to arrival. This role serves as the primary point of contact for Guests making, modifying, or canceling hotel reservations and works closely with the Front Office and Marketing & Sales teams and UDX counterparts to optimize occupancy and Guest satisfaction.

Requirements

• Knowledge of hotel reservation systems (e.g., Opera Cloud, SynXis, Windsurfer, or similar), room types, rate structures, and booking policies.
• Ability to communicate effectively with Guests, colleagues, and departments while managing multiple tasks with accuracy.
• Experience in hotel reservations, front office, or customer service roles in a hospitality environment.
• Strong attention to detail, organizational skills, and a Guest-focused mindset.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.
• High School Diploma or GED is required.
• 1+ years of hotel reservations, front office/desk, Guest service experience is required, experience working with a property management system, preferably Opera Cloud PMS and Windsurfer is preferred; or equivalent combination of education and experience.

Responsibilities

• Processes and manages Guest reservations, modifications, or cancellations via phone, email, and online systems for Universal Kids Resort hotel. Identifies Guest reservation needs, appropriate room type, verifies availability and rate, and updates within Windsurfer reservation system.
• Coordinates with Front Office and Marketing & Sales teams to ensure reservation accuracy. Follows sales techniques to maximize revenue, room inventory controls, channel strategy, and reservation requests.
• Updates and maintains reservation system with current rates, availability, and guest information, ensuring accuracy and up-to-date records. Revises room blocks to maintain the required number of available rooms.
• Handles special requests, group blocks, and VIP bookings with attention to detail. Ensures all policies and procedures are being followed and documented for the evolving business.
• Responds to Guest inquiries and resolves reservation-related issues promptly and professionally. Communicates information regarding special requests or VIP reservations to Front Office leadership as necessary.
• Assists with reporting, audits, and occupancy tracking as needed. Partners across Front Office, Finance and Marketing & Sales to ensure operational efficiencies and established procedures are being met.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees