Reservations Coordinator

Del Mar Vacations•Orleans, MA

5d•$50,000 - $60,000

About The Position

The Reservations Coordinator manages guest inquiries and reservations for Del Mar Vacations, converting booking interest into confirmed reservations while delivering professional, personalized service. The role handles calls, email, and text conversations, monitors the reservations AI Agent, and steps in when human assistance is needed. The coordinator drives bookings and revenue through daily follow-up, gap-night outreach, repeat-guest campaigns, and new outbound initiatives. The role processes reservations and related changes, cancellations, payments, deposits, and balances accurately, while building guest loyalty through thoughtful follow-up and recommendations tailored to Del Mar homes. The position collaborates with Marketing, Guest Experience, and other departments to support promotions and provide a smooth guest experience from booking through the stay. Del Mar Vacations describes itself as a Veteran-owned and operated, full-service vacation rental company on Cape Cod, with a hospitality- and service-first culture and a small, tight-knit, high-energy, supportive team.

Requirements

Strong written and verbal communication skills.
A good sense of numbers and accounting.
Sales-minded, persuasive, and driven to close.
Passion for delivering 5-star guest experiences and building loyalty.
Ability to manage multiple inquiries, platforms, and tasks while remaining organized and accurate.
Comfort making frequent phone calls, including lukewarm outreach.
Ability to remain calm and professional in a high-volume, fast-paced environment.
Organization, technological aptitude, and ability to learn new systems quickly.

Nice To Haves

Hospitality, reservations, or customer-facing experience is preferred.

Responsibilities

Handle inbound booking calls, answer questions, and convert interest into confirmed reservations.
Monitor the reservations AI Agent, assess its performance, and step in where human assistance is needed.
Monitor and respond to the HubSpot Reservations Inbox in a timely, professional manner.
Manage reservations text messaging and keep guest conversations moving across channels.
Review the Reserved Reservations Report daily and follow up on booking opportunities.
Make gap-night calls to fill open dates and minimize vacancies across the portfolio.
Call previous guests to encourage repeat bookings and execute call campaigns.
Create and test outbound initiatives to drive bookings.
Own and drive metrics related to revenue and nights booked in support of company-wide goals.
Conduct check-out calls with departing guests and invite them to book again.
Proactively call 5-star guests to encourage their next vacation booking.
Learn the layout, amenities, locations, and distinct features of Del Mar homes to recommend suitable properties to guests.
Build guest loyalty and encourage repeat bookings through guest interactions.
Process reservations accurately from initial inquiry through confirmation.
Handle reservation modifications, including date changes, home changes, and cancellations.
Manage payments, deposits, and balances associated with reservations.
Partner with Marketing on promotions, offers, and campaigns that drive booking activity.
Coordinate with Guest Experience to support a seamless transition from booking through the guest's stay.
Partner with other departments as business needs indicate.