Channel Content Coordinator

NDM Hospitality; Kissimmee (FL); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Plan

Hotel Room Discounts

Food & Beverage Discounts

Job summary

NDM Hospitality in Kissimmee, FL is seeking a detail-oriented Channel Content Coordinator to join our Channel Management team. You will work with reservation systems, guest communications, data accuracy, and process-driven operations to manage OTA reservations and audit booking information.

The role involves handling Salesforce cases, processing payments, and maintaining guest records across systems, while delivering exceptional guest experiences and collaborating with internal departments.

Qualifications

• Experience with OTA platforms such as Airbnb, Booking.com, Expedia, or Vrbo.
• Bachelor’s degree in Business, Hospitality, Analytics, or related field preferred.
• Strong communication and data accuracy skills.

Responsibilities

• Communicate with guests, OTAs, and internal teams about reservations and inquiries.
• Audit OTA reservations for accuracy, completeness, and consistency.
• Manage Salesforce cases and provide timely responses and resolutions.
• Review daily reservation reports to verify bookings, modifications, and cancellations.
• Process reservation payments, refunds, and other booking-related transactions.
• Maintain accurate guest and reservation records across multiple systems.
• Assist guests with reservation changes, cancellations, and special requests.
• Resolve guest concerns and escalations while delivering excellent service.
• Collaborate with internal departments to address operational issues and support guest satisfaction.
• Support inventory management, data governance, and channel management objectives.

Skills

Excellent communication

Attention to detail

Multitasking

Guest service mindset

Interpersonal skills

Problem solving

Analytical thinking

Self-motivation

Education

Bachelor’s degree in Business / Hospitality / Analytics

Tools

Microsoft Excel

Microsoft Word

Salesforce

Property Management System (PMS)

Revenue management systems

Job description

About NDM Hospitality

NDM Hospitality is a family-owned hospitality company that began in food and beverage and has expanded into the vacation rental industry. We are redefining the guest experience by combining the comfort and space of vacation homes with the consistency, service, and amenities of a world-class resort.

About NDM Hospitality

NDM Hospitality is a family-owned hospitality company that began in food and beverage and has expanded into the vacation rental industry. We are redefining the guest experience by combining the comfort and space of vacation homes with the consistency, service, and amenities of a world-class resort.

We are seeking a detail-oriented Channel Content Coordinator to join our Channel Management team. This role is ideal for someone who enjoys working with reservation systems, guest communications, data accuracy, and process-driven operations. The successful candidate will play a key role in managing OTA reservations, auditing booking information, processing financial transactions, and ensuring an exceptional guest experience.

What You'll Do

• Communicate with guests, Online Travel Agencies (OTAs), and internal team members regarding reservations, stay-related inquiries, and booking financials.
• Audit OTA reservations to ensure accuracy, completeness, and consistency of booking information.
• Manage incoming Salesforce cases and provide timely responses and resolutions.
• Review daily and weekend reservation reports to verify bookings, modifications, and cancellations are properly recorded.
• Process reservation payments, refunds, and other booking-related financial transactions.
• Maintain accurate guest and reservation records across multiple systems.
• Assist guests with reservation changes, cancellations, and special requests.
• Resolve guest concerns and escalations while providing exceptional customer service.
• Collaborate with internal departments to address operational issues and support guest satisfaction.
• Support inventory management, data governance initiatives, and channel management objectives.

What We're Looking For

• Excellent written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Self-motivated, dependable, and accountable professional with a positive attitude.
• Ability to manage multiple priorities in a fast-paced environment.
• Guest-focused mindset with a commitment to delivering outstanding service.
• Strong interpersonal skills and the ability to communicate effectively with team members, business partners, and leadership.
• Proficiency in Microsoft Office, particularly Excel and Word.
• Experience working with Property Management Systems (PMS), revenue management systems, or similar hospitality platforms.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience in an independent hotel, vacation rental, or hospitality environment.
• Bachelor's degree in Business, Hospitality Management, Analytics, or a related field.
• Experience with OTA platforms such as Airbnb, Booking.com, Expedia, or Vrbo.
• Experience using Salesforce or similar ticket management systems.

Why Join NDM Hospitality?

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• 401(k) Plan
• Hotel Room Discounts
• Food & Beverage Discounts
• Career Growth and Development Opportunities
• Employee Recognition & Rewards Programs
• Employee Appreciation Events
• A "Promote From Within" Culture
• And Much More!

At NDM Hospitality, we are committed to developing our team members and creating opportunities for growth. If you're passionate about hospitality, enjoy problem-solving, and thrive in a collaborative environment, we'd love to hear from you.

NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.