Resort Reservations Specialist for VIP & Group Guests

Isla Bella Beach Resort; Marathon (FL); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Employee housing opportunities, based�

401(k) retirement plan with company

Job summary

Isla Bella Beach Resort in Marathon, FL seeks an organized Reservations Coordinator to support Front Office operations and guest services. You will manage reservations, room assignments, and communication across departments to ensure a smooth guest experience from check-in to departure.

The role requires strong communication, attention to detail, and the ability to handle multiple tasks in a fast-paced resort environment.

Qualifications

• High school diploma or GED, or equivalent education and experience.
• Minimum of 6 months of customer service experience.
• Strong verbal and written communication skills in English.
• Proficiency in Microsoft Office and hotel property management systems.
• Excellent organizational, multitasking, and time management skills.
• Strong attention to detail and ability to resolve guest concerns professionally.
• Ability to work independently and collaboratively with other departments.
• Dependable, punctual, and able to maintain confidentiality.
• Flexible availability, including evenings, weekends, holidays, and extended hours as business needs require.

Responsibilities

• Answer reservation calls and respond promptly to guest inquiries, booking requests, modifications, and cancellations.
• Monitor and respond to messages received through the Front Desk, Expedia, Booking.com, Micrometrics, TACS, and other reservation platforms.
• Create, modify, and confirm reservations accurately in the property management system (PMS).
• Maintain updated guest profiles, reservation details, and special requests.
• Provide accurate information regarding room types, resort amenities, rates, packages, promotions, and activities.
• Identify opportunities to upsell room upgrades, packages, and resort services.
• Process reservation confirmations, advance deposits, cancellations, no-shows, and outstanding balances.
• Research travel agent commissions and resolve reservation-related billing discrepancies.
• Review daily arrivals, departures, stayovers, room moves, upgrades, and late checkout requests.
• Pre-assign rooms for VIP guests, American Express and Expedia VIPs, groups, and guests with special accommodation requests.
• Monitor room availability, balance inventory, and optimize room assignments.
• Review room status discrepancies, out-of-order rooms, and room readiness in coordination with Housekeeping, Engineering, and the Manager on Duty.
• Coordinate room priorities, estimated arrival times, and pending room assignments with Housekeeping.
• Monitor checkouts and approved late departures to maintain accurate room availability.
• Communicate room changes, extensions, and other important updates to the appropriate departments.
• Process group rooming lists, room blocks, and reservation updates.
• Review upcoming group arrivals, resumes, and special accommodation requirements.
• Reconcile reservation information between the PMS, booking platforms, and distribution systems.
• Maintain communication with the Front Desk, Housekeeping, Engineering, and Sales teams to support daily operations.
• Prepare shift handover reports, communicate outstanding issues, and assist with Front Office operations as needed.
• Prepare and review daily reservation, arrival, departure, and room inventory reports.
• Process and reconcile guest deposits, payments, and reservation transactions.
• Complete required end-of-shift cashout and bank reconciliation procedures.
• Maintain accurate reservation records and protect confidential guest and company information.
• Identify opportunities to improve reservation processes, inventory management, and guest service.
• Follow resort policies, operational procedures, and guest service standards.
• Attend required meetings and training sessions.
• Perform additional duties and special projects as assigned by management.

Skills

Customer service

Verbal and written communication

Organizational skills

Time management

Attention to detail

Independence & collaboration

Flexibility (evenings/weekends)

Education

High school diploma or GED

Tools

Microsoft Office

Hotel PMS (PMS)

Job description

Isla Bella Beach Resort in Marathon, FL seeks an organized Reservations Coordinator to support Front Office operations and guest services. You will manage reservations, room assignments, and communication across departments to ensure a smooth guest experience from check-in to departure.

The role requires strong communication, attention to detail, and the ability to handle multiple tasks in a fast-paced resort environment.