Reservations & Group Rooms Coordinator

Innisbrook Resort • Palm Harbor, FL

21h • Onsite

About The Position

The Reservations & Group Rooms Coordinator ensures accurate and efficient handling of group and leisure room reservations received through telephone, email, internet, rooming lists, and in-house requests. The role enters reservation details into the Property Management System (PMS), including routing, housing, rooming requirements, and other special arrangements, and confirms details with guests. It maintains professional working relationships with Sales, Conference Services, Accounting, Front Office, group contacts, and leisure guests to support smooth coordination and guest satisfaction.

The coordinator processes group and individual reservations, monitors room-block pickup, reviews group resumes, handles deposits, and supports reservation sales and up-selling. The position also maintains accurate information in Revinate and reservation systems, assists other departments with reservation questions, and performs related filing and workstation organization duties. Work is primarily indoors in a hotel environment and requires frequent communication, computer use, and the ability to manage interruptions and stressful situations.

Requirements

• High school diploma or equivalent.
• Ability to speak, read, write, and understand the primary language or languages used in the workplace.
• Good verbal and written communication skills.
• Knowledge of hotel rooms and meeting-related services available to guests.
• Ability to communicate effectively with internal and external customers with patience, tact, and diplomacy.
• Basic computational ability.
• Proficient computer skills, including Microsoft Word, Outlook, Excel, and internet use.
• Ability to operate internet reservation services and Property Management Systems to create, change, pre-block, and cancel reservations.
• Ability to maintain room and rate integrity across online booking sources and the Call Center.
• Understanding of the reservation sales process.
• Analytical approach to problem solving.
• Ability to work effectively in a stressful environment, communicate with others, deal effectively with customers, accept constructive criticism, change activities frequently, and cope with interruptions.
• Ability to sit at a desk for up to 8 hours per day and stand and/or walk for up to 8 hours per day.
• Ability to occasionally lift up to 15 pounds.
• Ability to grasp, write, type, stand, walk, perform repetitive motions, listen, hear, and maintain visual acuity, including near vision and depth perception.
• Manual and finger dexterity to operate computers, printers, a 10-key adding machine, multi-line phones, filing cabinets, photocopiers, and other office equipment.

Nice To Haves

• One year of reservations agent experience preferred.

Responsibilities

• Accurately process group rooming lists and related correspondence, following contractual housing arrangements, special billing instructions, and room requirements.
• Communicate reservation details to Reservations agents and inform the Reservations Manager of group room-block revisions or cancellations.
• Review group resumes for accurate information and attend weekly resume meetings.
• Review group room-block pickup, participate in weekly pickup meetings, and attend pre-convention meetings as the Reservations department representative when needed.
• Process advanced deposits on group posting master accounts and individual reservations.
• Answer incoming calls, provide information about the hotel, its services, and the surrounding area, gather guest information, and enter it into the PMS.
• Use sales, up-selling, and follow-up practices when handling guest inquiries.
• Process reservations received by phone, email, internet, rooming lists, mailed or in-house correspondence, housing bureau forms, and facsimiles; send confirmations and requested literature or replies.
• Maintain accurate information in Revinate and code calls correctly.
• Block special-request and VIP reservations and make group assignments.
• Maintain and organize hotel and guest information in computer and paper filing systems.
• Answer reservation questions from employees in Front Office, Sales, Convention Services, Executive Office, and other departments.
• Keep the workstation clean and organized and file daily reservations and other correspondence.
• Comply with company policies, departmental procedures, and reasonable instructions from supervisors and management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED