Reservations Coordinator

Coombe Abbey Hotel; Rugby; On-site; GBP 21,000 - 30,000; Full time

Job summary

Coombe Abbey Hotel is seeking a Reservations Coordinator to manage all reservation activities and ensure a smooth guest experience. You will handle inquiries, confirm bookings, and document guest preferences across departments.

You will provide professional assistance, respond to questions about room types and pricing, and support adjustments to bookings while maintaining accurate records for optimal occupancy and service excellence.

Qualifications

• Experience in reservations or customer service within hospitality is preferred.
• Strong communication and professional guest interaction skills.
• Excellent organisational abilities to manage multiple tasks and deadlines.
• Proficiency with reservation systems and MS Office; hotel software familiarity is a plus.

Responsibilities

• Handle incoming reservation requests via phone, email, and online platforms to secure accurate bookings.
• Update the reservation system with guest preferences, special requests, and booking details.
• Confirm reservations with all arrival and accommodation specifics.
• Coordinate with front desk, housekeeping and other departments for seamless guest experiences.
• Process amendments like cancellations or date changes while maintaining system accuracy.
• Maintain up-to-date reservation records and generate reports as required.

Skills

Reservation management

Customer service

Communication

Organisational skills

Microsoft Office

Tools

Reservation system software

Job description

As a Reservations Coordinator, you will be responsible for managing and overseeing all reservation processes for the venue, ensuring a smooth and efficient experience for guests. Your role involves handling incoming reservation enquiries, confirming bookings, managing guest preferences, and coordinating with various departments to ensure each reservation is fulfilled according to guest needs. You will provide exceptional customer service, handle guest queries, and ensure the reservation system is updated and organised for an optimal guest experience.

Key Responsibilities

Reservation Management:

• Handle all incoming reservation requests via phone, email, and online platforms, ensuring accurate and timely bookings.
• Manage and update the reservation system to reflect guest preferences, special requests, and booking details.
• Confirm reservations, ensuring that all necessary details are accurately recorded, including arrival times, special requests, and accommodation needs.
• Manage room and event availability, ensuring reservations are confirmed and that any conflicts or overbookings are addressed.

Guest Interaction & Customer Service:

• Provide excellent customer service by promptly responding to enquiries, assisting with booking modifications, and offering recommendations in a professional manner.
• Handle guest questions regarding room types, amenities, services, and pricing in a knowledgeable and approachable way.
• Anticipate guest needs by proactively offering upgrades or additional services, ensuring a personalised and positive experience.
• Ensure guests’ preferences and requests are properly documented and communicated to relevant departments, including housekeeping and front desk.
• Ensure adherence to reservation policies, including cancellations, deposits, and payment methods, while handling any related issues or disputes professionally.
• Monitor and manage the venue’s availability to avoid overbooking, ensuring optimal occupancy and guest satisfaction.
• Process amendments to reservations, such as cancellations, date changes, or special requirements, ensuring that the reservation system is updated accordingly.
• Work closely with other departments, such as front desk, housekeeping, and sales, to ensure a smooth flow of guest information and coordination of special requests.
• Communicate with the guest relations team to ensure that VIP guests, repeat customers, or special requests are handled with extra care and attention.
• Assist with group bookings and event reservations, ensuring coordination between departments to fulfil specific event or group requirements.
• Attend and prepare information for department meetings.

Administrative Duties:

• Maintain accurate and up-to-date reservation records, ensuring that all information is easily accessible for team members and management.
• Assist in managing room inventory and keep track of occupancy trends, alerting the management team to any issues or concerns.
• Prepare and distribute reservation reports as required, ensuring all data is accurate and up to date.
• Monitor and track guest feedback, ensuring any concerns are addressed quickly to maintain guest satisfaction.
• Ensure the reservation system is properly utilised and up to date, troubleshooting any technical issues when necessary.
• Assist with training and supporting new team members on the reservation system and booking procedures.
• Identify opportunities to improve the reservation process and provide feedback to management on potential system enhancements or service improvements.

Qualifications & Skills:

• Previous experience in a reservations or customer service role, preferably within the hospitality industry.
• Strong communication skills, with the ability to interact professionally with guests and team members.
• Excellent organisational skills, with the ability to manage multiple tasks and prioritise effectively.
• Proficiency with reservation systems and Microsoft Office Suite; familiarity with hotel management software is a plus.
• Strong attention to detail, ensuring reservation information is accurately recorded and processed.
• Ability to handle guest complaints or concerns professionally and effectively.
• Strong problem-solving skills, with the ability to remain calm under pressure and address guest needs.
• Availability to work flexible hours, including evenings, weekends, and holidays as required.