Reservations Coordinator

EOS • Marathon, FL

1d

About The Position

The Reservations Coordinator supports Front Office operations by managing guest reservations, coordinating room assignments, monitoring room inventory, and maintaining communication between the Front Desk, Housekeeping, Engineering, and Sales teams. The role helps ensure a smooth guest experience from reservation through departure in a fast-paced resort environment.

The position handles reservation inquiries and transactions, maintains accurate guest and reservation records, supports arrival and room assignment coordination, processes group reservations, and prepares operational reports. It also assists with Front Office operations as needed and follows resort policies, procedures, and guest service standards.

Requirements

• High school diploma or GED, or equivalent education and experience.
• At least 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 and punctual, with the ability to maintain confidentiality.
• Flexible availability, including evenings, weekends, holidays, and extended hours as business needs require.

Nice To Haves

• 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.

Responsibilities

• Answer reservation calls and respond to guest inquiries, booking requests, modifications, and cancellations.
• Monitor and respond to messages through the Front Desk, Expedia, Booking.com, Micrometrics, TACS, and other reservation platforms.
• Create, modify, and confirm reservations in the property management system (PMS).
• Maintain guest profiles, reservation details, and special requests.
• Provide information about 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.
• 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 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 appropriate departments.
• Process group rooming lists, room blocks, and reservation updates.
• Review upcoming group arrivals, resumes, and special accommodation requirements.
• Reconcile reservation information among the PMS, booking platforms, and distribution systems.
• Coordinate 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED