Reservationist/Sales Systems Specialist

Reservations Operations & Guest Service

Oversee the processing, management, and accuracy of all individual, group, and crew reservations. Deliver exceptional customer service throughout the guest journey. Manage guest and client communications through telephone, email, and electronic channels. Coordinate group communications, rooming lists, booking links, deadline reminders, arrival communications, welcome letters, and post-stay correspondence. Handle VIP reservations, special requests, and guest service recovery. Maintain high levels of guest satisfaction and adherence to Hyatt brand standards.

Inventory Management, Revenue Optimization & Room Block Administration

Support hotel revenue optimization through inventory control, room allocation, yield management, and strategic selling practices. Collaborate with Revenue Management to execute pricing, forecasting, inventory, and overbooking strategies. Monitor room availability, room-type allocations, compression dates, and inventory risks. Create, maintain, audit, and manage airline crew, tour, corporate, wedding, and contracted room blocks. Monitor block pickup pace, rooming lists, and forecasted demand. Partner with Sales, Revenue Management, and Operations teams to maximize group production and hotel performance.

Forecasting, Financial Administration & Reporting

Support forecasting, inventory planning, demand analysis, and business evaluation initiatives. Maintain reservation records, billing instructions, folio routing, deposits, prepayments, and group billing arrangements. Assist with reconciling group master accounts in coordination with Accounting. Produce reservation, pickup, production, and revenue performance reports.

Systems Management & Data Integrity

Maintain reservation, inventory, rate, billing, and guest information across hotel systems. Ensure PMS, CRS, and operational systems remain accurate and functional. Monitor rate code accuracy, contractual compliance, and system performance. Support implementation of technologies and process improvements.

Collaboration & Relationship Management

Work closely with the Global Contact Center and operational departments. Build and maintain relationships with airline partners, tour operators, travel agencies, and corporate clients. Attend operational meetings and provide updates regarding group activity and arrivals. Coordinate site visits, inspections, VIP arrivals, and special events. Support team development through collaboration and knowledge sharing.

Decision-Making, Problem Resolution & Compliance

Manage reservation-related disruptions, last-minute changes, inventory challenges, and operational issues. Coordinate VIP arrivals and special arrangements. Assess business risks and make informed recommendations. Escalate issues appropriately to leadership. Resolve guest concerns and service recovery situations. Ensure compliance with Hyatt policies, procedures, and confidentiality requirements.