Reservations Coordinator

Del Mar Vacations•Orleans, MA

1d•$50,000 - $60,000•Onsite

About The Position

Del Mar Vacations is seeking a Reservations Coordinator to manage guest inquiries, drive bookings and revenue, build guest loyalty, and manage reservations. This role involves handling inbound calls, managing an AI agent, responding to emails, and utilizing text messaging for guest communication. The coordinator will also review reports, make calls to fill open dates, execute call campaigns, and develop new outbound initiatives to increase bookings and revenue. Building guest loyalty is key, achieved through check-out calls, proactive outreach to top guests, and developing deep knowledge of the company's vacation homes. The role requires accurate processing of reservations from inquiry to confirmation, handling modifications, and managing payments. Collaboration with Marketing, Guest Experience, and other departments is also a significant part of the position.

Requirements

Strong written and verbal communication skills.
A good sense of numbers and accounting.
Sales-minded, persuasive, and driven to close.
Passionate about delivering 5-star guest experiences and building loyalty.
Able to manage multiple inquiries, platforms, and tasks at once while staying organized and accurate.
Comfortable making frequent phone calls, including lukewarm outreach.
Calm and professional in a high-volume, fast-paced environment.
Organized, tech-savvy, and quick to learn new systems.

Nice To Haves

Hospitality, reservations, or customer-facing experience preferred.

Responsibilities

Manage Guest Inquiries: Handle inbound calls for bookings, answer questions, and convert interest into confirmed reservations.
Manage reservations AI Agent, monitoring performance and stepping in where a human touch is needed.
Monitor and respond to the HubSpot Reservations Inbox in a timely, professional manner.
Manage Reservations text messaging, keeping guest conversations moving quickly across channels.
Drive Bookings & Revenue: Review and act on the Reserved Reservations Report daily to catch opportunities and follow up accordingly.
Make gap night calls to fill open dates and minimize vacancy across the portfolio.
Execute call campaigns to previous guests to drive repeat bookings.
Create and test new outbound initiatives to find fresh ways to drive bookings.
Own and drive metrics around revenue and nights booked that support company-wide goals.
Build Guest Loyalty: Conduct check-out calls with departing guests to close the loop on their stay and open the door for their next one.
Call 5-star guests proactively to rebook their next vacation.
Build deep knowledge of Del Mar homes — layout, amenities, location, what makes each one special — to recommend the right home for each guest.
Cultivate guest loyalty and encourage repeat bookings through every interaction.
Manage Guest Reservations: Process reservations accurately from first inquiry through confirmation.
Handle modifications, including date changes, home changes, and cancellations.
Manage payments, deposits, and balances tied to each reservation.
Collaborate Across Teams: Partner with Marketing on promotions, offers, and campaigns that drive booking activity.
Coordinate with Guest Experience to ensure a seamless handoff from booking through stay.
Partner with all other departments as business needs indicate.