Reservations Sales Coordinator

The Dewberry•Charleston, SC

103d•Onsite

About The Position

The Reservations Sales Coordinator supports the hotel’s Reservations team, handling incoming guest calls and phone and email interactions while providing exceptional service. The role aims to maximize occupancy and drive revenue by helping guests choose accommodations, managing reservations and payments, and anticipating guest needs. The ideal candidate is a goal-oriented team player with strong communication skills who can resolve potential conflicts and multitask effectively under pressure. The position works across hotel departments to support guest services, communicate guest information and requests, and follow up on tasks. It also includes responding to travel-agent inquiries, monitoring live chat, conducting welcome calls, and escalating guest-service issues when appropriate.

Requirements

High school diploma or GED.
One year of hotel or hospitality experience.
One to two years of customer service experience.
Excellent people skills and a positive, outgoing personality.
Ability to upsell and cross-sell to guests.
Excellent verbal and written communication skills.
Positive tone of voice and eagerness to assist guests and colleagues.
Excellent data-entry, phone, and computer skills.
Ability to multitask effectively.
Impeccable attention to detail.
Ability to work overtime, evenings, overnights, weekends, or holidays.

Responsibilities

Check accommodation availability for travelers’ desired dates.
Reserve hotel rooms and take payment while following the proper reservation process.
Help customers select appropriate accommodations and provide outstanding service.
Answer questions and make changes to or cancel existing reservations.
Respond to questions about past stays, including lost and found, bills, and discrepancies.
Handle reservation and guest-services email correspondence.
Route third-party bookings correctly and take payment for them.
Respond to travel-agent inquiries.
Answer internal calls and use ALICE, the hotel’s work order system, to log tasks and follow up on requests.
Act as a liaison between hotel departments.
Conduct welcome calls to guests.
Anticipate guest needs.
Monitor live chat.
Build guest loyalty by assisting guests and recognizing returning guests.
Escalate guest-service issues when appropriate.
Communicate information across departments, including VIP details, guest challenges, and special requests.