Reservations Coordinator

Reservations Coordinator Position SummaryThe Reservations Coordinator oversees the daily operations of the Reservations Department, ensuring exceptional member and guest service, accurate reservations, operational efficiency, and optimized revenue.This position plays a key role in delivering a seamless and personalized guest experience, from the initial reservation inquiry through arrival. Responsibilities include managing room inventory, monitoring reservation activity, maintaining accurate booking records, and ensuring compliance with established Club policies and procedures.The Reservations Coordinator also provides guidance, training, and support to Reservations and Front Office team members while working closely with Sales, Housekeeping, and other departments to maintain the Club's high standards of service and professionalism.Key Responsibilities:Reservations OperationsOversee daily reservations operations, ensuring compliance with Club policies, procedures, and service standards.Manage reservations received through telephone, email, and online booking channels, ensuring timely and accurate processing.Review and verify new reservations, modifications, cancellations, room upgrades, special requests, and booking guarantees.Monitor daily arrivals, VIP reservations, repeat guests, group bookings, extended stays, and special occasions to ensure appropriate preparation and coordination.Verify reservation details, including room categories, rates, guest preferences, package inclusions, payment guarantees, and cancellation policies.Maintain accurate room inventory and availability to minimize booking discrepancies and prevent overbooking.Ensure reservation records and guest profiles are accurate, complete, and consistently updated.Monitor reservation activity and identify opportunities to improve departmental efficiency and accuracy.Member and Guest ServicesDeliver exceptional service by ensuring all member and guest inquiries are handled promptly, professionally, and courteously.Address escalated reservation concerns, booking disputes, rate discrepancies, and service recovery matters with professionalism and sound judgment.Maintain high standards of telephone etiquette, written communication, and confidentiality.Anticipate member and guest needs by recognizing preferences, special requests, and opportunities to personalize their experience.Coordinate closely with the Front Office team to ensure a seamless transition from reservation confirmation through guest arrival.Foster positive member and guest relationships that encourage satisfaction, loyalty, and repeat visits.Team Supervision and DevelopmentProvide daily guidance, direction, and operational support to Reservations and Front Desk team members.Train and coach team members on reservation procedures, booking accuracy, service standards, and departmental expectations.Monitor work performance, provide constructive feedback, and identify opportunities for continued training and professional development.Promote accountability, teamwork, professionalism, and consistent service delivery.Assist in resolving operational challenges and provide support during periods of increased reservation activity.Revenue Management and Inventory ControlMonitor room availability, booking patterns, and reservation trends to support occupancy and revenue goals.Ensure room rates, booking restrictions, minimum-stay requirements, and promotional offers are accurately applied.Identify opportunities for room upgrades, upselling, and improved reservation conversion.Collaborate with Front Office and Sales leadership to support effective room inventory management and revenue optimization.Review reservation activity and identify potential discrepancies or opportunities for operational improvement.Interdepartmental Coordination and Administrative SupportMaintain effective communication with Front Office, Sales, Housekeeping, and other departments to ensure accurate and timely sharing of reservation information.Assist the Director of Sales and Group Sales Manager with group reservations, rooming lists, billing arrangements, and related coordination.Communicate special accommodations, VIP arrivals, group requirements, and guest preferences to the appropriate departments.Prepare and review reservation reports and departmental records as needed.Support departmental initiatives aimed at improving service quality, operational efficiency, and member satisfaction.Perform additional duties as assigned to support the overall operations of the Club.Qualifications: Education and ExperienceDiploma or bachelor's degree in Hospitality Management, Hotel Administration, Tourism, or a related field preferred.Minimum of 2–4 years of reservations experience in a hotel, private club, or comparable hospitality environment preferred.At least 1–2 years of supervisory or team-lead experience preferred.Previous experience in a private club, luxury hotel, or high-end hospitality environment strongly preferred.Experience managing VIP reservations, repeat guests, group bookings, and complex member or guest requests.Proficiency in reservation management systems, hospitality technology, and Microsoft Office applications.Strong written and verbal communication skills in English; proficiency in additional languages is a plus.Knowledge, Skills, and AbilitiesStrong commitment to exceptional member and guest service.Excellent organizational skills and attention to detail, particularly in reservation accuracy and inventory management.Understanding of room revenue management, rate structures, upselling, and reservation conversion.Ability to supervise, coach, and support team members while maintaining a positive and productive work environment.Strong problem-solving, conflict resolution, and sound decision-making skills.Ability to prioritize responsibilities, manage competing demands, and perform effectively in a fast-paced hospitality environment.Strong analytical skills with the ability to review reservation activity and identify operational improvements.Effective interpersonal and communication skills with the ability to collaborate across departments.Demonstrated professionalism, discretion, and commitment to maintaining member and guest confidentiality.Flexibility to adapt to changing operational needs while consistently upholding the Club's service standards.