PERFORMANCE HOSPITALITY GROUP
The Reservations Coordinator converts inquiries into bookings and ensures every reservation is accurate, paid, and ready for a smooth arrival. You'll manage calls, emails, and OTA/GDS bookings; maintain clean data in PMS/CRS; support groups and rooming lists; and upsell thoughtfully to maximize revenue and guest satisfaction.
Key Responsibilities
Booking & Guest Service
Handle inbound calls, emails, chat, and web inquiries; quote rates, policies, and packages; secure deposits and confirm details.
Provide pre-arrival support (notes, amenities, special requests, VIPs, accessibility needs) and resolve issues promptly.
Accuracy & Data Integrity
Enter/modify/cancel reservations in PMS/CRS; ensure correct rate codes, market/source, billing, tax-exempt, and routing instructions.
Maintain clean guest profiles; prevent duplicates and follow naming standards.
Upsell & Revenue Support
Recommend room upgrades, add-ons, and packages; support need-period tactics and length-of-stay restrictions per Revenue Management guidance.
Monitor pace/pickup and communicate demand trends and overflow/walk risk.
OTA/GDS & Extranets
Monitor and action bookings/changes from OTAs (e.g., Booking.com, Expedia) and GDS; reconcile discrepancies and respond to messages within SLA.
Assist with content accuracy (descriptions, photos, amenities) and restrictions as directed.
Groups & Rooming Lists
Build blocks, load rates, manage cut-off dates; process rooming lists, name changes, and billing per contracts; coordinate with Sales/Events.
Payments & Compliance
Process deposits, advances, and third-party authorizations; manage no-show/late cancel charges; support chargeback responses with proper documentation.
Uphold
PCI , privacy, and company policy; follow ID verification and fraud-prevention steps.
Reporting & Communication
Run daily/weekly reports (arrivals, denials, turndowns, pace, pick-up, wash); complete shift notes and pass downs.
Partner with Front Office/Housekeeping on room priority, early arrivals, and special setups.
Standards & SOPs
Follow call-handling standards (greeting, discovery, close); maintain service levels for response times and abandonment.
Participate in trainings and QA audits; contribute to SOP updates and job aids.
Benefits We Offer
Competitive Salary : A comprehensive and competitive compensation package.
Performance Bonuses : Based on company and individual performance.
Health Benefits : Full medical, dental, and vision coverage.
Retirement Savings : 401(k) plan with company match to help secure your financial future.
Paid Time Off (PTO) : Generous vacation, sick leave, and paid holidays to promote work‑life balance.
Professional Development : Opportunities for career advancement, mentorship, and ongoing learning.
Employee Discounts : Discounts on hotel stays and services across PHM properties.
Wellness Programs : Access to health and wellness initiatives to support a balanced lifestyle.
Flexible Work Environment : Options for flexible scheduling and work arrangements to promote work‑life balance.
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO) PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.
1-3 years of customer service or reservations experience
preferred
(hospitality or call center helpful).
Proficient with PMS/CRS (e.g., Opera/Cloud PMS, SynXis, iHotelier/TravelClick) and familiar with OTA extranets and/or GDS workflows.
Strong written and verbal communication; professional phone/email etiquette and active listening skills.
Detail-oriented, organized, and accurate with data entry and payment handling.
Basic Excel/Google Sheets for reports and rooming lists; comfortable learning new systems.
Able to work a flexible schedule (weekends/holidays as business requires); bilingual a plus.
Work Conditions
Primarily desk/computer/phone-based role; prolonged periods of sitting and typing; occasional lifting up to
20 lbs
(files/supplies).
#J-18808-Ljbffr
Key Responsibilities
Booking & Guest Service
Handle inbound calls, emails, chat, and web inquiries; quote rates, policies, and packages; secure deposits and confirm details.
Provide pre-arrival support (notes, amenities, special requests, VIPs, accessibility needs) and resolve issues promptly.
Accuracy & Data Integrity
Enter/modify/cancel reservations in PMS/CRS; ensure correct rate codes, market/source, billing, tax-exempt, and routing instructions.
Maintain clean guest profiles; prevent duplicates and follow naming standards.
Upsell & Revenue Support
Recommend room upgrades, add-ons, and packages; support need-period tactics and length-of-stay restrictions per Revenue Management guidance.
Monitor pace/pickup and communicate demand trends and overflow/walk risk.
OTA/GDS & Extranets
Monitor and action bookings/changes from OTAs (e.g., Booking.com, Expedia) and GDS; reconcile discrepancies and respond to messages within SLA.
Assist with content accuracy (descriptions, photos, amenities) and restrictions as directed.
Groups & Rooming Lists
Build blocks, load rates, manage cut-off dates; process rooming lists, name changes, and billing per contracts; coordinate with Sales/Events.
Payments & Compliance
Process deposits, advances, and third-party authorizations; manage no-show/late cancel charges; support chargeback responses with proper documentation.
Uphold
PCI , privacy, and company policy; follow ID verification and fraud-prevention steps.
Reporting & Communication
Run daily/weekly reports (arrivals, denials, turndowns, pace, pick-up, wash); complete shift notes and pass downs.
Partner with Front Office/Housekeeping on room priority, early arrivals, and special setups.
Standards & SOPs
Follow call-handling standards (greeting, discovery, close); maintain service levels for response times and abandonment.
Participate in trainings and QA audits; contribute to SOP updates and job aids.
Benefits We Offer
Competitive Salary : A comprehensive and competitive compensation package.
Performance Bonuses : Based on company and individual performance.
Health Benefits : Full medical, dental, and vision coverage.
Retirement Savings : 401(k) plan with company match to help secure your financial future.
Paid Time Off (PTO) : Generous vacation, sick leave, and paid holidays to promote work‑life balance.
Professional Development : Opportunities for career advancement, mentorship, and ongoing learning.
Employee Discounts : Discounts on hotel stays and services across PHM properties.
Wellness Programs : Access to health and wellness initiatives to support a balanced lifestyle.
Flexible Work Environment : Options for flexible scheduling and work arrangements to promote work‑life balance.
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO) PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.
1-3 years of customer service or reservations experience
preferred
(hospitality or call center helpful).
Proficient with PMS/CRS (e.g., Opera/Cloud PMS, SynXis, iHotelier/TravelClick) and familiar with OTA extranets and/or GDS workflows.
Strong written and verbal communication; professional phone/email etiquette and active listening skills.
Detail-oriented, organized, and accurate with data entry and payment handling.
Basic Excel/Google Sheets for reports and rooming lists; comfortable learning new systems.
Able to work a flexible schedule (weekends/holidays as business requires); bilingual a plus.
Work Conditions
Primarily desk/computer/phone-based role; prolonged periods of sitting and typing; occasional lifting up to
20 lbs
(files/supplies).
#J-18808-Ljbffr