Reservations Controller: Data-Driven Guest Experience

Costa Navarino; Ohio; On-site; USD 37,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Private medical plan

Training & development

International work environment

Wellness platform

Hotel discounts

Job summary

Costa Navarino in Messinia, Greece is seeking a Reservations Controller to join our team, reporting to the Director of Reservations. The role ensures accuracy of reservation data, validates market, source and rate codes, and maintains high standards of guest communication.

You will audit daily bookings, manage guest profiles, monitor rate changes, and coordinate with Finance on commissions. Proficiency in Opera PMS and Microsoft Office is essential to deliver concierge-level service.

Qualifications

• Advanced use of Opera PMS and Microsoft Office.
• Excellent English and local language communication skills.
• Strong analytical mindset and problem-solving abilities.

Responsibilities

• Perform daily audits of new bookings to validate Market, Source and Rate codes and ensure reservation data accuracy.
• Examine OTA deliveries and ensure all relevant booking information is correctly transferred and maintained.
• Maintain accurate guest profiles and reservation data, including identifying and merging duplicate profiles.
• Verify deposits, guarantees, cancellation and payment policies, ensuring they are correctly applied.
• Monitor rate changes and ensure PMS rates are aligned with Revenue Strategy.
• Audit reservation calls and email communication to ensure high standards of hospitality, accuracy and upselling.
• Review arrival lists 10-15 days prior to check-in and ensure guest preferences and details are recorded.
• Perform reservation balancing and reconciliation between Opera and MARSHA, while monitoring inventory accuracy and availability.

Skills

Attention to detail

Strong communication

Analytical mindset

Problem solving

Tools

Opera PMS

Microsoft Office

Job description

Be Part of Our Story. Grow with Us.

Costa Navarino is a sustainably driven destination in Messinia, on the southwest coast of the Peloponnese, where people, nature, heritage and community come together to create meaningful experiences. Respect for the region, its people and its natural environment is at the heart of everything we do.

Home to four 5-star resorts, The Romanos, a Luxury Collection Resort, The Westin Resort, Costa Navarino, W Costa Navarino and Mandarin Oriental, Costa Navarino, the destination also brings together four signature golf courses, more than 40 restaurants and bars, over 50 retail shops and services, three spa centres, a collection of luxury villas for private ownership, Navarino Agora and a wide range of sporting, cultural and outdoor experiences.

This diversity creates opportunities across many areas of expertise, where associates can grow professionally, broaden their experience, and contribute to the continued evolution of the destination.

We are looking for a Reservations Controller to join our team, reporting directly to the Director of Reservations. The role is responsible for ensuring the accuracy and quality of reservation data, supporting inventory accuracy and maintaining high standards of guest communication. The Reservations Controller ensures that reservations are accurate, complete and aligned with inventory strategy and operational requirements.

Responsibilities

• Perform daily audits of new bookings to validate Market, Source and Rate codes and ensure reservation data accuracy.
• Examine OTA deliveries and ensure all relevant booking information is correctly transferred and maintained.
• Maintain accurate guest profiles and reservation data, including identifying and merging duplicate profiles.
• Verify deposits, guarantees, cancellation and payment policies, ensuring they are correctly applied.
• Monitor rate changes and ensure PMS rates are aligned with Revenue Strategy.
• Monitor and review along with Finance the commissions for Travel Agencies and Tour Operators.
• Audit reservation calls and email communication to ensure high standards of hospitality, accuracy and upselling.
• Review arrival lists 10–15 days prior to check-in and ensure guest preferences, special occasions and other relevant details are accurately recorded.
• Perform reservation balancing and reconciliation between Opera and MARSHA, while monitoring inventory accuracy and availability.
• Proactively contact guests to clarify missing or conflicting information, special requests, payment and guarantee issues, and other requirements before arrival.
• Review and update online (IPS) reservations, ensuring all relevant details are complete and operational issues are addressed before check-in.
• Identify recurring reservation, data or operational issues and report them to the Cluster Director of Reservations.

• Advanced use of Opera PMS and Microsoft Office.
• Strong attention to detail and ability to identify minor errors in large volumes of bookings.
• Outstanding written and verbal English and local language communication skills, with a concierge-style service approach.
• Strong analytical mindset and understanding of how reservation accuracy and coding impact revenue reporting and long-term strategy.
• Strong problem-solving skills and confidence in resolving issues directly with guests before check-in.

What We Offer:

• Private Medical Plan

Personal & Professional Growth:

• Ongoing Training & Development Opportunities
• Opportunities for Task Force Assignments at Marriott Hotels Abroad
• Experience in a Multicultural & International Work Environment

Wellbeing & Perks:

• Use of Costa Navarino Facilities (subject to internal policies)
• Access to the Support Room - Online Wellness Platform
• Recognition & Wellbeing Initiatives
• Employee Discounts & Associate Benefits at Marriott Hotels Worldwide

Ready to be part of our story? We would love to hear from you.

Apply today and grow with us at Costa Navarino.