Reservations Coordinator

Courtyard/Residence Inn•Orlando, FL

1d•Onsite

About The Position

The Reservations Coordinator is responsible for managing and processing individual guest reservations while delivering a high level of accuracy, efficiency, and guest service. This role handles incoming reservation inquiries, modifications, and cancellations, ensuring all reservations are entered correctly and in alignment with hotel policies and rate guidelines. Working closely with the Area Sales Team, Front Office, and General Manager, the Reservations Coordinator supports inventory accuracy, rate integrity, and a seamless guest booking experience that contributes to overall hotel performance and guest satisfaction.

Requirements

Minimum one year of hotel operations, reservations, or front office experience
Professional, positive, and guest-focused demeanor
Proficient working knowledge of computers in a Windows-based environment
Strong attention to detail and accuracy in all work
Ability to manage workload efficiently and prioritize tasks to meet deadlines
Excellent oral and written communication skills
Demonstrated customer service mindset with a focus on guest satisfaction
Ability to work effectively as part of a team environment
Ability to adjust priorities when multiple demands exist
Ability to collaborate across departments and support multiple properties
Ability to quickly learn and effectively use FOSSE, MARSHA, TripleSeat, OneSource, and other systems as assigned
Strong organizational skills with the ability to maintain accuracy in a fast-paced environment
Demonstrated ability to communicate clearly and professionally with guests, peers, and leadership.
Flexibility. This is a demanding business, and it requires you managing multiple priorities while meeting varying deadlines, but it’s also a lot of fun!
Experience. Previous experience passionately providing service to others and providing administrative support in a team-oriented environment, ensuring accuracy and attention to detail a plus.
People Person. The best part of serving others is creating experiences for them that go beyond the expected. To succeed in this role, you must enjoy interacting with others.
Great communicator. Providing amazing experiences requires the ability to communicate fluently in English both verbally and through excellent written communication.

Nice To Haves

Prior experience using hotel systems such as FOSSE (PMS), MARSHA, TripleSeat (CRM), or similar platforms
Experience handling individual guest reservations and rooming lists
Familiarity with Marriott brand standards or multi-property environments
Previous exposure to working with Sales, Front Office, or Revenue teams

Responsibilities

Handle all individual guest reservation inquiries via phone, email, brand channels, and internal requests
Create, modify, and cancel reservations accurately using FOSSE and MARSHA, ensuring compliance with brand standards and hotel policies
Enter, process, and maintain rooming lists, including additions, changes, updates, and cancellations, ensuring accuracy and timeliness
Verify rooming lists against approved room blocks or rate instructions and communicate discrepancies to Sales or leadership as needed
Maintain rate accuracy and inventory integrity across all booking channels
Utilize OneSource to reference brand standards, reservation policies, and operational guidance
Use TripleSeat as needed for visibility into on-property events and business levels that may impact transient inventory (no group booking responsibility)
Ensure all rooming list reservations are entered correctly with proper rates, dates, payment methods, and cancellation terms
Communicate daily with the Area Sales Team regarding rooming list status, deadlines, changes, and rate guidance
Work closely with the Front Office to resolve reservation discrepancies, special requests, VIP notes, and arrival issues
Partner with the General Manager to support occupancy goals, rate integrity, and operational priorities
Monitor booking pace and availability, escalating compression dates, sellout risk, or unusual booking patterns to leadership
Maintain accurate reservation notes and guest profiles to support a seamless arrival experience
Ensure all reservations comply with deposit, guarantee, and cancellation policies
Respond promptly and professionally to guest and internal inquiries related to reservations or rooming lists
Maintain confidentiality of guest information, rate data, and internal documentation
Support pre-arrival coordination and communicate special instructions to Front Office teams
Provide overflow or backup support to Front Desk or Sales teams during peak periods as requested
Uphold Marriott brand standards, service culture, and professionalism across all interactions
Complete all other duties assigned