Rooms Coordinator

Chula Vista Resort•Wisconsin Dells, WI

4d•Onsite

About The Position

This standard procedure establishes and describes the essential function, authority, duties and responsibilities, job requirements and performance criteria of the Rooms Coordinator of Chula Vista Resort, Inc. Functional Role The Rooms Coordinator supports the efficient operation of the Group Sales, Reservations and Front Desk departments by serving as the central point for the room allocation, group coordination, and interdepartmental communication. This role ensures accurate room assignments, timely delivery of information, and seamless execution of guest and group requirements. By achieving the highest customer satisfaction possible and realizing the stated goals and objectives of Chula Vista Resort, the Rooms Coordinator assists the business in making profit. The Rooms Coordinator helps to plan, coordinate and monitor the stated goals and objectives of the Group Sales, Reservation and Front Desk Departments. The primary responsibilities and duties of this position consist of, but are not limited to, the following: Work with the Reservations Sales Manager, Director of Revenue Management, and Rooms Division leadership to coordinate operational strategies and achieve departmental goals. Safeguard the confidentiality of all guest, employee, and company information and protect all company assets. Maintain a cooperative, professional working relationship with guests and all staff; conduct all dealings with the highest ethical standards and integrity. Exercise sound judgment by considering input from others while assuming full responsibility for decisions. Handle difficult situations and guest complaints with tact; respond to guest inquiries and recovery opportunities within 72 hours. Recognize and manage priorities effectively and meet all time-sensitive deadlines. Provide prompt, friendly, knowledgeable service to maximize guest satisfaction and ensure staff have accurate information at all times. Complete all assigned obligations and perform all other job-related duties as assigned. Perform and audit reservation functions including OTA, travel agent, rewards redemptions, online, owner, ABNB, and self-marketed reservations. Produce all required daily, weekly, and monthly reports for management. Take reservations in accordance with all standard operating procedures and policies. Ensure proper use of all reservations department systems, including telephone and office equipment. Identify and communicate problems or inconsistencies to management in a timely manner. Ensure accuracy in group reservations by reviewing contracts, rooming lists, room blocks, special requests, pickup, cutoffs, and arrival reports. Communicate group updates, changes, and deadlines to Sales, Front Desk, and Reservations. Pre-assign rooms for groups, VIPs, and special accommodation guests and coordinate VIP/group needs. Support front desk and reservations agents through training, clarification, system updates, and performance monitoring. Assist in onboarding and training new employees to Chula Vista Resort standards. Provide scheduling support, fill vacant shifts, and maintain flexibility to ensure adequate staffing coverage. Actively monitor dashboards and agent status to manage productivity effectively. Serve as a subject matter expert in Front Desk, Reservations, Group Sales, Wyndham Rewards, edesk, Wyncare, and all related PMS, POS, CMMS, and guest engagement systems. Maintain a thorough understanding of all reservation types and processes. Ensure compliance with SOPs related to tax exempt processing, credit card authorization verification, processing, and filing. Assist with collection of delinquent accounts, COBD reporting, and write-off recommendations. Maintain interdepartmental communication to ensure service standards are met. Identify unclean, neglected, or repair-needed areas and report irregularities to management. Maintain compliance with all legal, cleanliness, sanitation, and safety standards. Maintain a well-groomed, professional appearance appropriate to the position. Drive guest-first philosophy and lead by example; work alongside new and senior staff to ensure SOPs and service standards are followed. Stay informed on marketing campaigns, events, and operational changes to support guest and staff communication. Maintain open communication with managers and group sales to ensure guest and group needs are met. Attend all required management and staff training. Set and enforce quality standards for all products, services, and employees reporting to this position. Maintain dependable attendance and punctuality, demonstrate reliability in scheduled shifts, and meet all scheduling and coverage expectations.

Requirements

Required – High School Diploma
Required – 3 years experience working in related field, or management experience.
The ability to work with other people effectively and with other staff positions is important.
Must be detail oriented.
Must be able to train and motivate others while clearly defining objectives.
Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities as they occur.
The knowledge of training methods and procedures and the ability to implement them is essential.
Must always express a good attitude toward the job as well as the customers.
Must always be polite, engaged, and motivated to act with the guest’s best interests in mind.
Must be able to lift 25 lbs.
Sitting, standing for at least an 8-hour shift or more.
Must have full use of eyes and ears, full power of speech.
Walking, turning head and torso, bending arms, wrists and fingers.
Must be able to do routine math calculations.
Must have the ability to help with budgets and interpret financial operating statements.
Must be able to communicate in English, both verbally and in writing, well enough to give instructions, relay information, and carry-on effective interchange with customers, vendors, and company staff.
This position will require a positive attitude, excellent human relations skills, full knowledge of front desk and reservations department operations.
Further, the Guest Services Supervisor must continually demonstrate the ability to perform accurately all the necessary front desk and reservations supervisor jobs which are required.
Additionally, all duties outlined in the pages above must be undertaken with a good attitude and with a goal of exceeding guest expectations.

Nice To Haves

Preferred – Bachelors Degree in Hospitality
Preferred – 3 years experience plus a Bachelors Degree in Hospitality.

Responsibilities

Work with the Reservations Sales Manager, Director of Revenue Management, and Rooms Division leadership to coordinate operational strategies and achieve departmental goals.
Safeguard the confidentiality of all guest, employee, and company information and protect all company assets.
Maintain a cooperative, professional working relationship with guests and all staff; conduct all dealings with the highest ethical standards and integrity.
Exercise sound judgment by considering input from others while assuming full responsibility for decisions.
Handle difficult situations and guest complaints with tact; respond to guest inquiries and recovery opportunities within 72 hours.
Recognize and manage priorities effectively and meet all time-sensitive deadlines.
Provide prompt, friendly, knowledgeable service to maximize guest satisfaction and ensure staff have accurate information at all times.
Complete all assigned obligations and perform all other job-related duties as assigned.
Perform and audit reservation functions including OTA, travel agent, rewards redemptions, online, owner, ABNB, and self-marketed reservations.
Produce all required daily, weekly, and monthly reports for management.
Take reservations in accordance with all standard operating procedures and policies.
Ensure proper use of all reservations department systems, including telephone and office equipment.
Identify and communicate problems or inconsistencies to management in a timely manner.
Ensure accuracy in group reservations by reviewing contracts, rooming lists, room blocks, special requests, pickup, cutoffs, and arrival reports.
Communicate group updates, changes, and deadlines to Sales, Front Desk, and Reservations.
Pre-assign rooms for groups, VIPs, and special accommodation guests and coordinate VIP/group needs.
Support front desk and reservations agents through training, clarification, system updates, and performance monitoring.
Assist in onboarding and training new employees to Chula Vista Resort standards.
Provide scheduling support, fill vacant shifts, and maintain flexibility to ensure adequate staffing coverage.
Actively monitor dashboards and agent status to manage productivity effectively.
Serve as a subject matter expert in Front Desk, Reservations, Group Sales, Wyndham Rewards, edesk, Wyncare, and all related PMS, POS, CMMS, and guest engagement systems.
Maintain a thorough understanding of all reservation types and processes.
Ensure compliance with SOPs related to tax exempt processing, credit card authorization verification, processing, and filing.
Assist with collection of delinquent accounts, COBD reporting, and write-off recommendations.
Maintain interdepartmental communication to ensure service standards are met.
Identify unclean, neglected, or repair-needed areas and report irregularities to management.
Maintain compliance with all legal, cleanliness, sanitation, and safety standards.
Maintain a well-groomed, professional appearance appropriate to the position.
Drive guest-first philosophy and lead by example; work alongside new and senior staff to ensure SOPs and service standards are followed.
Stay informed on marketing campaigns, events, and operational changes to support guest and staff communication.
Maintain open communication with managers and group sales to ensure guest and group needs are met.
Attend all required management and staff training.
Set and enforce quality standards for all products, services, and employees reporting to this position.
Maintain dependable attendance and punctuality, demonstrate reliability in scheduled shifts, and meet all scheduling and coverage expectations.