Reservations Coordinator

Del Mar Vacations; Orleans (MA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

2 weeks vacation

1 week sick time

Health insurance subsidy

Health Savings Account (HSA)

401k with up to 4% match

Professional development opportunities

Yearly bonus program

Job summary

Del Mar Vacations on Cape Cod is seeking a proactive Guest Services Specialist to turn inquiries into confirmed vacations. You will manage reservations, monitor AI and HubSpot tools, and ensure timely guest communications across channels.

You will drive bookings and revenue, perform outbound outreach to past guests, and maintain a high level of guest satisfaction. A passion for hospitality and strong organizational skills are essential.

Qualifications

• Strong written and verbal communication skills.
• A good sense of numbers and accounting.
• Sales-minded and driven to close.
• Passionate about delivering 5-star guest experiences and building loyalty.
• Able to manage multiple inquiries across platforms and tasks while staying organized.

Responsibilities

• Handle guest inquiries and inbound calls, converting interest into confirmed reservations.
• Oversee Reservations AI Agent and intervene when needed.
• Monitor the HubSpot Reservations Inbox and respond promptly.
• Manage Reservations text messaging to keep conversations moving.
• Drive bookings and revenue; review the Reserved Reservations Report daily.
• Make gap night calls to fill open dates and minimize vacancies.
• Execute outbound campaigns to past guests to encourage rebooking.
• Own metrics around revenue and nights booked to meet company goals.
• Build and nurture guest loyalty through every interaction.
• Coordinate with Marketing on promotions that drive activity.

Skills

Communication

Numbers & accounting

Sales mindset

Guest loyalty

Multitasking

Cold outreach

Calm under pressure

Organized & tech-savvy

Hospitality experience

Tools

HubSpot Reservations

Job description

About Turning Inquiries Into Confirmed Vacations, Building Loyalty With repeat guests, & knowing our homes well enough to recommend the perfect spot for a Cape Cod getaway.

No two conversations are alike, & that's the fun of it.

Core Responsibilities

• Manage Guest Inquiries H&le inbound calls for bookings, answering questions & converting interest into confirmed reservations.
• Manage our reservations AI Agent, monitoring performance & stepping in where a human touch is needed.
• Monitor & respond to the HubSpot Reservations Inbox in a timely, professional manner.
• Manage Reservations text messaging, keeping guest conversations moving quickly across channels.
• Drive Bookings & Revenue Review & act on the Reserved Reservations Report daily to catch opportunities & follow up accordingly.
• Make gap night calls to fill open dates & minimize vacancy across the portfolio.
• Execute call campaigns to previous guests to drive repeat bookings.
• Create & test new outbound initiatives to find fresh ways to drive bookings.
• Own & drive metrics around revenue & nights booked that support company-wide goals.
• Build Guest Loyalty
• Conduct check-out calls with departing guests to close the loop on their stay & open the door for their next one.
• Call 5-star guests proactively to rebook their next vacation.
• Build deep knowledge of Del Mar homes, layout, amenities, location, what makes each one special, to recommend the right home for each guest.
• Cultivate guest loyalty & encourage repeat bookings through every interaction.
• Manage Guest Reservations
• Process reservations accurately from first inquiry through confirmation.
• Handle modifications, including date changes, home changes, & cancellations.
• Manage payments, deposits, & balances tied to each reservation.
• Collaborate Across Teams
• Partner with Marketing on promotions, offers, & campaigns that drive booking activity.
• Coordinate with Guest Experience to ensure a seamless handoff from booking through stay.
• Partner with all other departments as business needs indicate.

Qualifications

• Strong Written & Verbal Communication Skills.
• A Good sense of numbers & accounting.
• Sales-minded, persuasive, & driven to Close.
• Passionate About Delivering 5-star Guest Experiences & Building loyalty.
• Able to manage multiple inquiries, platforms, & tasks at once while staying organized & accurate.
• Comfortable making frequent phone calls, including lukewarm outreach.
• Calm & professional in a high-volume, fast-paced environment.
• Organized, tech-savvy, & quick to learn new systems.
• Hospitality, reservations, or customer-facing experience preferred.

Why Join the Del Mar Vacations Team

Del Mar Vacations is a Veteran-owned & operated, full-service vacation rental company on Cape Cod. We specialize in providing 5-star experiences to our guests, homeowners, & each other. As a hospitality & service-first culture, our team & their talents are the key to our success. Working at Del Mar means you will be surrounded by passionate, smart, & engaged people who are focused on superior problem solving & outstanding customer service. Our ideal candidates enjoy working in a small, tight-knit, high energy & supportive team, are intellectually curious, comfortable with ambiguity, have a positive outlook, & are able to pivot quickly as things change.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (& other rewards & recognition, both big & small)