Reservations Coordinator

Universal Orlando•Frisco, TX

12h

About The Position

The Hotel Reservations Coordinator for Universal Kids Resort manages Guest hotel reservations accurately and efficiently, supporting a smooth booking experience from inquiry through arrival. The role is the primary point of contact for Guests making, modifying, or canceling hotel reservations and works with the Front Office, Marketing & Sales teams, and UDX counterparts to support occupancy and Guest satisfaction. The coordinator processes reservations through phone, email, and online systems; maintains reservation records, rates, and availability; handles special requests, group blocks, and VIP bookings; and responds to reservation inquiries and issues. The role also supports reporting, audits, and occupancy tracking, and partners with Front Office, Finance, and Marketing & Sales to meet operational procedures and efficiencies. The position requires consistent attendance and active participation in Environmental, Health & Safety responsibilities.

Requirements

High school diploma or GED.
At least 1 year of hotel reservations, front office/desk, or Guest service experience.
Knowledge of hotel reservation systems, room types, rate structures, and booking policies.
Ability to communicate effectively with Guests, colleagues, and departments while managing multiple tasks accurately.
Strong attention to detail and organizational skills.
A Guest-focused mindset.
Consistent attendance.

Nice To Haves

Experience working with a property management system, preferably Opera Cloud PMS and Windsurfer.
Equivalent combination of education and experience.

Responsibilities

Process and manage Guest hotel reservations, modifications, and cancellations by phone, email, and online systems.
Identify Guest reservation needs, determine appropriate room types, verify availability and rates, and update reservations in the Windsurfer system.
Coordinate with Front Office and Marketing & Sales teams to ensure reservation accuracy.
Use sales techniques to maximize revenue and follow room inventory controls, channel strategy, and reservation requests.
Maintain accurate, current rates, availability, and Guest information in the reservation system.
Revise room blocks to maintain the required number of available rooms.
Handle special requests, group blocks, and VIP bookings with attention to detail.
Follow and document applicable policies and procedures.
Respond to Guest inquiries and resolve reservation-related issues promptly and professionally.
Communicate special requests or VIP reservation information to Front Office leadership as needed.
Assist with reporting, audits, and occupancy tracking as needed.
Partner with Front Office, Finance, and Marketing & Sales to support operational efficiencies and established procedures.
Follow established UDX Environmental, Health & Safety policies, procedures, and training, and participate in team member involvement activities.
Perform other duties as assigned.