Reservation Coordinator

Four Seasons•San Francisco, CA

1d•Onsite

About The Position

The Reservation Coordinator plays a vital role in delivering exceptional guest experiences by combining reservation expertise with personalized guest recognition. This position is responsible for coordinating group and individual reservations, maintaining accurate guest profiles and preferences, supporting VIP and special-attention arrivals, and collaborating closely with Sales, Conference Services, Front Office, Revenue Management, and operational departments. The role of the Reservation Coordinator is to support exceptional guest experiences through reservation management and guest recognition. The Reservation Coordinator coordinates individual and group reservations, maintains guest preferences and profiles, and collaborates with hotel departments to ensure personalized and seamless service throughout the guest journey.

Requirements

Minimum one year of experience in hotel reservations, guest services, front office operations, or a related hospitality role.
Knowledge of property management systems required; Opera experience preferred.
Strong verbal and written communication skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Strong guest service, problem-solving, and interpersonal skills.
Ability to build rapport and create positive guest interactions.
Proficiency in Microsoft Office applications and hotel reservation systems.
Bilingual candidates are encouraged to apply.

Nice To Haves

Previous experience in luxury hospitality or guest recognition programs preferred.

Responsibilities

Take in-coming reservation queue calls and non-queue calls, process Internal, WRO, Trust and FIT Reservations.
Coordinate individual and group reservations while ensuring accuracy of guest information and rooming details.
Review upcoming arrivals and guest profiles to identify preferences, special requests, VIP status, and guest recognition opportunities.
Communicate reservation details, guest preferences, and special requests with operational departments to support exceptional guest experiences.
Monitor room blocks, reservation activity, and group commitments while maintaining accurate records and reporting.
Maintain guest profiles and reservation data in accordance with Four Seasons standards and procedures.
Handle guest inquiries, reservation changes, and service recovery situations with professionalism and care.
Run and distribute reservation, arrival, and guest-related reports as needed.
Collaborate with Sales, Conference Services, Front Desk, Revenue Management, and operational departments to ensure seamless guest experiences.
Support guest recognition initiatives and personalized service delivery throughout the guest journey.
Comply with Four Seasons standards while working professionally and collaboratively with all departments.
Assist with group turn-overs: making new group file, sending introduction letter to group contact, creating group rate code, verify cut-off date, send cut-off date reminders, and verifying room block and rate information from booking recap, hard block suites or special room requests and clean up old rate codes.
Assist in communicating group activity – pickup, attrition and contractual guidelines to Group Contacts, Conference Service Managers and Sales Managers.
Run daily reports as requested: Daily Transaction Report from Delphi, Delphi Booking Recaps, Group Cut-off Report, and Group No Shows; process rooming list within 48 hours of receipt and providing group contact and Conference Service Manager with room block report and rooming list with confirmation numbers
Assist with providing Accounting with each group’s rooming list from Group Contact and pickup and/or attrition.
Assist in communicating all group activity to Director of Revenue Management to assist in making yield decisions; maintain Delphi system through weekly entry of group pickup for current month and next two months.
Assist with providing reservations and Front Desk Staff with list of Call-In and Form groups, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc.