Channel Reservations Coordinator

NDM Hospitality Services; Kissimmee (FL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Stay Discounts

Food & Beverage Discounts

Career Growth

Employee Recognition

Team Events

Competitive Pay

Job summary

NDM Hospitality seeks a detail-oriented Channel Reservations Coordinator to manage reservations across OTA platforms, audit booking data, and process payments and cancellations. You will uphold accuracy and guest satisfaction throughout the reservation lifecycle.

You will communicate with guests via OTA messaging, manage Salesforce cases, and collaborate with Operations, Revenue Management, and Customer Service to resolve concerns while maintaining compliant records.

Qualifications

• 2+ years in hospitality, reservations, or related fields.
• Experience with OTA platforms (Airbnb, Expedia, Booking.com, Vrbo) preferred.
• Familiarity with Salesforce or CRM systems preferred.
• Strong attention to detail and accuracy in data reconciliation.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Excel and reporting tools.
• Ability to thrive in a fast-paced, customer-focused environment.

Responsibilities

• Manage OTA reservations and audit data across platforms.
• Process payments, refunds, modifications, and cancellations.
• Communicate with guests via OTA messaging platforms.
• Respond to Salesforce cases in a timely manner.
• Collaborate with Operations, Revenue, Customer Service, and Property Management teams to resolve guest concerns.
• Maintain accurate customer records and ensure compliance with procedures.
• Deliver exceptional guest service and resolve escalated issues.

Skills

Attention to detail

Customer-focused

Data reconciliation

Time management

Communication skills

Analytical skills

Education

Bachelor's degree in Hospitality/Business/Analytics/Finance

Tools

Salesforce

Excel

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 hospitality by combining the comfort of vacation homes with the consistency, service, and amenities of a world-class resort experience.

We are seeking a detail-oriented Channel Reservations Coordinatorto join our growing team. This role is responsible for managing OTA reservations, auditing booking data, processing reservation financials, supporting guest communications, and ensuring exceptional customer service throughout the reservation lifecycle.

Key Responsibilities

• Manage and audit reservations received through Online Travel Agencies (OTAs) including Airbnb, Expedia, Booking.com, and Vrbo.
• Verify reservation accuracy, completeness, and financial integrity.
• Process reservation payments, refunds, modifications, and cancellations.
• Communicate professionally with guests through OTA messaging platforms regarding reservation inquiries, stay information, and issue resolution.
• Manage and respond to incoming Salesforce cases in a timely manner.
• Review daily, weekly, and weekend reservation reports to ensure bookings and cancellations are properly recorded.
• Monitor reservation data for discrepancies and escalation needed issues.
• Collaborate with Operations, Revenue Management, Customer Service, and Property Management teams to resolve guest concerns.
• Maintain accurate customer records and ensure compliance with company procedures.
• Deliver exceptional guest service while handling escalated reservation-related issues.

Qualifications

• 2+ years of experience in hospitality, reservations, customer service, channel management, revenue management support, or related fields.
• Experience working with OTA platforms such as Airbnb, Expedia, Booking.com, or Vrbo preferred.
• Familiarity with Salesforce or other CRM/ticketing systems preferred.
• Strong analytical skills with exceptional attention to detail.
• Ability to reconcile reservation and financial data accurately.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Proficiency with Microsoft Excel and reporting tools.
• Ability to thrive in a fast-paced, customer-focused environment.

Preferred Qualifications

• Experience with vacation rentals, hotels, resorts, or property management companies.
• Independent hotel or hospitality management company experience preferred.
• Bachelor's degree in Hospitality, Business, Analytics, Finance, or a related field.

What We Offer

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• 401(k) Plan
• Hotel Stay Discounts
• Food & Beverage Discounts
• Career Growth and Development Opportunities
• Employee Recognition & Rewards Program
• Team Member Appreciation Events
• Competitive Compensation
• And More!

Join NDM Hospitality and help shape the future of branded vacation rental experiences while delivering exceptional service to guests around the world.

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.