Reservations Coordinator

Performance Hospitality • Fort Lauderdale, FL

1d • $21 - $21 • Onsite

About The Position

The Reservations Coordinator converts inquiries into bookings and ensures every reservation is accurate, paid, and ready for a smooth arrival. You’ll manage calls, emails, and OTA/GDS bookings; maintain clean data in PMS/CRS; support groups and rooming lists; and upsell thoughtfully to maximize revenue and guest satisfaction.

Requirements

• 1–3 years of customer service or reservations experience preferred (hospitality or call center helpful).
• Proficient with PMS/CRS (e.g., Opera/Cloud PMS, SynXis, iHotelier/TravelClick) and familiar with OTA extranets and/or GDS workflows.
• Strong written and verbal communication; professional phone/email etiquette and active listening skills.
• Detail-oriented, organized, and accurate with data entry and payment handling.
• Basic Excel/Google Sheets for reports and rooming lists; comfortable learning new systems.
• Able to work a flexible schedule (weekends/holidays as business requires); bilingual a plus.

Nice To Haves

• bilingual a plus

Responsibilities

• Handle inbound calls, emails, chat, and web inquiries; quote rates, policies, and packages; secure deposits and confirm details.
• Provide pre-arrival support (notes, amenities, special requests, VIPs, accessibility needs) and resolve issues promptly.
• Enter/modify/cancel reservations in PMS/CRS; ensure correct rate codes, market/source, billing, tax-exempt, and routing instructions.
• Maintain clean guest profiles; prevent duplicates and follow naming standards.
• Recommend room upgrades, add-ons, and packages; support need-period tactics and length-of-stay restrictions per Revenue Management guidance.
• Monitor pace/pickup and communicate demand trends and overflow/walk risk.
• Monitor and action bookings/changes from OTAs (e.g., Booking.com, Expedia) and GDS; reconcile discrepancies and respond to messages within SLA.
• Assist with content accuracy (descriptions, photos, amenities) and restrictions as directed.
• Build blocks, load rates, manage cut-off dates; process rooming lists, name changes, and billing per contracts; coordinate with Sales/Events.
• Process deposits, advances, and third-party authorizations; manage no-show/late cancel charges; support chargeback responses with proper documentation.
• Uphold PCI, privacy, and company policy; follow ID verification and fraud-prevention steps.
• Run daily/weekly reports (arrivals, denials, turndowns, pace, pick-up, wash); complete shift notes and pass downs.
• Partner with Front Office/Housekeeping on room priority, early arrivals, and special setups.
• Follow call-handling standards (greeting, discovery, close); maintain service levels for response times and abandonment.
• Participate in trainings and QA audits; contribute to SOP updates and job aids.

Benefits

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed