Reservation Coordinator

Isla Bella Beach Resort; Marathon (FL); On-site; USD 24,000 - 32,000; Full time

Job summary

Isla Bella Beach Resort in Marathon, FL seeks a reservations professional to handle telephone inquiries, input group details, and provide personalized hotel recommendations. You will maintain communications with Guest Services, process reservations, and stay informed about current packages and promotions.

The role requires strong customer service, English proficiency, and the ability to multitask across shifts. Some evenings, weekends, and holidays may be required.

Qualifications

• Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented manner.
• Strong customer service as well as written and oral communication skills.
• Must be able to speak, read, write and communicate in English.
• Must be able to multitask and prioritize to meet deadlines.
• Attend all hotel required meetings and trainings.
• Maintain confidentiality of information.
• Willingness to work evenings, weekends, holidays and extended hours as business dictates.

Responsibilities

• Answer all telephone lines in the reservation department promptly and courteously.
• Input rooming lists, group status sheets and other information pertaining to upcoming groups by typing into computer terminal.
• Understand customer's needs and provide personalized solutions by suggesting activities and facilities provided by the hotel.
• Provide accurate information pertaining to hotel activities and layout.
• Maintain open communication with Guest Services and sales staff.
• Input reservations in a timely manner.
• Reconcile arrivals list from Portfolio and GDS.
• Process confirmations; post advance deposits daily to the proper account and complete transaction audits.
• Maintain current information and knowledge on packages, room rates, holiday packages and sales promotions.
• Upsell goods and services offered by the hotel.

Skills

Customer service

Communication

Multitasking

Attention to guests

Education

High School diploma/GED

6+ months customer service experience

Tools

Microsoft Office

Hotel PMS

Job description

DUTIES & FUNCTIONS (See physical requirements section for more information)

• Answer all telephone lines in the reservation department promptly and courteously.
• Input rooming lists, group status sheets and other information pertaining to upcoming groups by typing into computer terminal.
• Understand customer's needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
• Provide accurate information pertaining to hotel activities and layout.
• Maintain open communication with Guest Services and sales staff.
• Input reservations in a timely manner.
• Reconcile arrivals list from Portfolio and GDS.
• Process confirmations; post advance deposits daily to the proper account and complete transaction audits.
• Maintain current information and knowledge on packages, room rates, holiday packages and sales promotions.
• Research travel agent commissions.
• Upsell goods and services offered by the hotel.
• Fill in and support coworkers and team as needed to ensure efficient operation.
• Make profit improvement recommendations to the Front Office Manager.
• Perform duties, special assignments and projects as requested by management.
• Review and respond to all guest, Front Desk, Expedia, Booking.com, Micrometrics, and TACS messages.
• Review arrivals and special requests; pre-block VIPs, AMEX, Expedia VIPs, and special accommodations.
• Process and follow up on no-shows, cancellations, deposits, and open folios.
• Review room moves, upgrades, late checkouts, stayovers, drop rooms, and communicate changes to Housekeeping.
• Run and review Out of Order rooms with Engineering/Housekeeping and MOD.
• Balance house inventory and optimize room assignments.
• Pre-block upcoming groups and review group resumes/special requests.
• Monitor room status, discrepancies, Exceeds, GOP/Queue, and coordinate with Housekeeping for room readiness.
• Update guest profiles and registration information.
• Follow up with Housekeeping on pending arrivals/ETAs by 1:30 PM.
• Clear checkouts by noon unless late checkout is approved.
• Prepare and send necessary shift pass-on information to Front Desk, Housekeeping, and Engineering.
• Collect deposits and follow up on missing deposits.
• Complete daily reports and end-of-shift cashout/bank procedures.

QUALIFICATION STANDARDS

General Requirements

• Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented manner.

which requires strong customer service as well as written and oral communication skills.

• Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize to meet deadlines.
• Attend all hotel required meetings and trainings.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and nametag.
• Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.
• Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.

Education & Experience

• High School diploma/GED or equivalent education/experience required.
• 6+ months of customer service experience required.
• Proficiency in Microsoft office and hotel property management systems required.

Isla Bella Beach Resort is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic in accordance with applicable federal, state, and local laws.