Channel Reservations Coordinator

NDM Hospitality Services; Kissimmee (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Hotel Stay Discounts

Food & Beverage Discounts

Career Growth

Employee Recognition & Rewards

Team Member Appreciation Events

Competitive Compensation

Job summary

NDM Hospitality is seeking a detail-oriented Channel Reservations Coordinator to manage OTA reservations, audit booking data, and support guest communications. This role ensures exceptional customer service throughout the reservation lifecycle and collaborates with Operations, Revenue Management, and Customer Service teams.

Qualifications include 2+ years in hospitality or reservations, OTA experience, Salesforce familiarity, and strong Excel/reporting skills.

Qualifications

• 2+ years in hospitality, reservations, or related fields.
• Experience 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.
• Proficiency with Microsoft Excel and reporting tools.
• Thrives in a fast-paced, customer-focused environment.

Responsibilities

• Manage and audit reservations from OTAs including Airbnb, Expedia, Booking.com, and Vrbo.
• Verify reservation accuracy, completeness, and financial integrity.
• Process payments, refunds, modifications, and cancellations.
• Communicate with guests via OTA messaging platforms regarding inquiries and stay information.
• Manage incoming Salesforce cases in a timely manner.
• Review daily/weekly reports to ensure bookings and cancellations are recorded.
• Monitor data for discrepancies and escalate issues as needed.
• Collaborate with Operations, Revenue Management, Customer Service, and Property Management.
• Maintain accurate customer records and ensure policy compliance.
• Deliver exceptional guest service while handling escalated issues.

Skills

Hospitality experience

Analytical skills

Attention to detail

Written & verbal communication

Reconcile reservation data

Time-management

OTA platforms experience

Salesforce / CRM familiarity

Microsoft Excel

Education

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

Tools

Salesforce

Excel

Reporting tools

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.