Hotel Reservations Specialist

Go Port•Merritt Island, FL

6d•Onsite

About The Position

The Hotel Reservations Specialist plays an important role in creating a seamless experience for our customers by accurately booking and coordinating hotel reservations, ensuring smooth operations behind the scenes. This position works closely with hotel partners and internal teams to manage high-volume reservations, resolve issues in real time, maintain accuracy, and ensure customer arrangements are completed efficiently and in alignment with contractual agreements. The ideal candidate is organized, extremely detail-oriented, and thrives in a collaborative environment where accuracy and communication directly impact the customer experience. This position requires schedule flexibility, including availability to work weekends and holidays.

Requirements

Strong problem-solving skills, with the ability to resolve issues quickly and efficiently.
Strong written communication skills for interaction with hotel partners and internal teams.
Effective time management skills, capable of balancing and meeting multiple deadlines in a fast-paced environment.
Highly organized and a keen attention to detail to ensure accuracy in all processes.
Ability to adapt to changing processes, systems, and operational needs.
Comfortable working independently while collaborating across teams.
Proficiency with computer systems, digital communication platforms, and standard business software (i.e. Microsoft Office, or Google Business Suite products).

Nice To Haves

Hospitality experience in a hotel or lodging environment (front desk, reservations, guest services, auditor) strongly preferred.

Responsibilities

Accurately process hotel reservations within established deadlines.
Coordinate with internal teams, including Customer Experience and Finance, to ensure all orders and hotel invoices are accurate.
Troubleshoot reservation-related issues, resolving any errors or changes to ensure smooth operations and customer satisfaction.
Maintain a thorough understanding of all current contracts with hotel partners, ensuring that all bookings comply with contractual agreements.
Communicate with hotel partners via email and phone to confirm and verify all customer reservation details.
Collaborate with the Martech team to keep internal systems up to date with sold-out dates and other important information from hotel partners.
Provide feedback to management on any process gaps and opportunities for improvement.
Partner with internal teams to identify areas of improvement/automation for workflows to increase efficiency and create processes that support better communication and collaboration cross-functionally to support the customer experience.
Participate in reviewing procedures, documentation, and internal processes to improve accuracy, consistency, and ease of use for team members.
Review and verify financial accuracy in orders and revisions, ensuring compliance with all internal processes and workflows.
Maintain a complete understanding of the hotel internal reservation systems and the Admin panel.
Assist with special projects and additional support functions as needed.
Additional duties may be assigned as necessary.