Guest Reservations Specialist: 5-Star Service & Loyalty

Del Mar Vacations; Orleans (MA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

2 weeks vacation

1 week sick time

Partially subsidized health insurance

HSA (health savings account)

401k with up to 4% match

Yearly bonus program

Job summary

Del Mar Vacations is seeking a Reservations Coordinator to be the first impression for guests and turn inquiries into confirmed vacations on Cape Cod. You will manage inbound and outbound reservations, rebook favorites, and respond quickly with enthusiasm across channels.

You will build knowledge of Del Mar homes and proactively rebook 5-star guests, while coordinating with Marketing and Guest Experience to ensure a seamless handoff from booking to stay.

Qualifications

• Strong written and verbal communication skills.
• A good sense of numbers and accounting.
• Sales-minded, persuasive, and driven to close.
• Passionate about delivering 5-star guest experiences and building loyalty.
• Able to manage multiple inquiries, platforms, and tasks at once while staying organized and accurate.
• Calm and professional in a high-volume, fast-paced environment.
• Organized, tech-savvy, and quick to learn new systems.
• Hospitality, reservations, or customer-facing experience preferred.

Responsibilities

• Handle inbound calls for bookings, answering questions and converting interest into confirmed reservations.
• Manage Reservations AI Agent, monitoring performance and stepping in where a human touch is needed.
• Monitor and respond to the HubSpot Reservations Inbox in a timely, professional manner.
• Manage Reservations text messaging, keeping guest conversations moving quickly across channels.
• Review and act on the Reserved Reservations Report daily to catch opportunities and follow up accordingly.
• Make gap night calls to fill open dates and minimize vacancy across the portfolio.
• Execute call campaigns to previous guests to drive repeat bookings.
• Create and test new outbound initiatives to find fresh ways to drive bookings.
• Own and drive metrics around revenue and nights booked that support company-wide goals.
• Constitute check-out calls with departing guests to close the loop on their stay and open the door for their next one.
• Call 5-star guests proactively to rebook their next vacation.
• Build deep knowledge of Del Mar homes to recommend the right home for each guest.
• Cultivate guest loyalty and encourage repeat bookings through every interaction.
• Process reservations accurately from inquiry to confirmation.
• Handle modifications including date changes, home changes, and cancellations.
• Manage payments, deposits, and balances tied to each reservation.
• Partner with Marketing on promotions, offers, and campaigns.

Skills

Strong communication

Numbers & accounting

Sales mindset

Guest service

Multi-tasking

Organized

Tech savvy

Hospitality experience

Job description

Del Mar Vacations is seeking a Reservations Coordinator to be the first impression for guests and turn inquiries into confirmed vacations on Cape Cod. You will manage inbound and outbound reservations, rebook favorites, and respond quickly with enthusiasm across channels.

You will build knowledge of Del Mar homes and proactively rebook 5-star guests, while coordinating with Marketing and Guest Experience to ensure a seamless handoff from booking to stay.