Reservations Coordinator-H at Kempersports

The Reservations Coordinator is responsible for reviewing, finalizing, and confirming guest reservations to ensure accuracy, completeness, and adherence to company policies. This role serves as the final checkpoint before reservations are released to operations, ensuring a seamless guest experience from booking through arrival. The Reservations Coordinator works closely with the Resort Service Agents, Engineering, Housekeeping, and Front Office to resolve discrepancies, and ensure an excellent guest experience.

Key Responsibilities

• Finalize and Verify Reservations
• Review daily reservation entries for accuracy in guest details, rates, room types, and special requests.
• Ensure payment methods, deposit requirements, and cancellation policies are correctly applied.
• Pull TrueReview surveys and PMS history to ensure any prior guest concerns are addressed proactively.
• Communication and Coordination
• Liaise with Resort Service Agents to clarify missing or incomplete details.
• Communicate with Front Office, Engineering, Housekeeping, and Golf regarding high-priority or VIP reservations.
• Coordinate with Housekeeping and Operations to ensure special accommodations are noted and actionable.
• Quality Control
• Conduct daily audits of incoming reservations.
• Identify and resolve duplicate or conflicting bookings.
• Ensure compliance with data entry standards and brand requirements.
• Review historical bookings, True Review, and CRM to ensure guest is recognized for being repeat, and any previous issues are not repeated.
• Dedupe and merge guest profiles.
• Setup amenity delivers for special event guests.
• Operational Support
• Assist with overbooking management, including relocations when necessary.
• Provide backup coverage for Resort Service Agents during peak times.

Qualifications

Education & Experience:

• High school diploma or equivalent required
• Minimum 1–2 years of reservations, front office, or related hospitality experience.
• Experience with PMS, CRS, and channel management systems preferred.

Skills & Competencies:

• Strong attention to detail and organizational skills.
• Excellent written and verbal communication abilities.
• Proficiency in Microsoft Office Suite and reservation systems.
• Ability to handle multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional guest service.