Sales & Reservations Coordinator

Responsibilities

• Respond to daily reservation leads promptly and professionally.
• Follow up on RezForce calls, reservation inquiries, and prospective guests to convert leads into confirmed bookings.
• Become proficient in RezForce and support reservation tracking, follow-up, reporting, and conversion opportunities.
• Review future arrival reports to identify VIPs, repeat guests, special occasions, guest preferences, and upsell opportunities.
• Support room revenue by identifying upgrade opportunities and communicating potential upsells to the appropriate teams.
• Help maintain room type inventory balance and support oversell management across hotel systems.
• Ensure guest preferences, amenity requests, special requests, and arrival notes are accurately entered in the hotel PMS.
• Cook with Front Office, Housekeeping, Food & Beverage, and Sales to ensure VIP and special arrival details are communicated and executed.
• Handle all group rooms turnovers from Sales to Reservations/Operations after contract signing.
• Manage group rooming lists from contract execution through arrival, ensuring accuracy, timely updates, and clear client communication.
• Serve as a primary contact for group clients regarding rooming lists, reservation changes, guest names, special requests, and room block updates.
• Track group pickup, monitor room block changes, and communicate wash adjustments or inventory impact as needed.
• Manage group cut-off dates, including client follow-up and internal communication regarding deadlines.
• Review GRC reports and provide group room block status updates during weekly internal meetings.
• Maintain group room blocks in Delphi and the hotel PMS to ensure system accuracy and alignment.
• Partner with Sales, Revenue Management, and Front Office to support successful group execution from booking through departure.
• Review group contract terms for deposit schedules, payment deadlines, routing instructions, and room/tax responsibilities.
• Secure group deposits according to contracted terms and follow up on upcoming, outstanding, or past-due payments.
• Coin Front Office, Accounting, and Sales to ensure deposits are received, posted, tracked, and applied to the correct group master account.
• Confirm payment methods, routing details, tax-exempt documentation, and master account setup prior to group arrival.
• Communicate deposit delays, payment discrepancies, billing concerns, or contract-related issues to the DOSM and DOFO.
• Support final group billing review by confirming deposits, routing, payment details, and contracted billing terms are aligned.
• Maintain accurate documentation, traces, reports, and internal communication related to reservations, VIP arrivals, group blocks, deposits, and billing.
• Communicate professionally with guests, clients, internal departments, and third-party reservation partners.
• Assist with special projects and operational follow-up as needed.

Qualifications

• Prior hotel reservations, front office, sales, or group rooms experience required.
• Experience with hotel PMS systems required; Delphi and RezForce experience preferred.
• Strong organizational skills and excellent attention to detail.
• Ability to manage multiple deadlines, reports, rooming lists, and follow-up items.
• Excellent written and verbal communication skills.
• Strong sense of ownership, urgency, accountability, and follow-through.
• Comfortable working with reservation systems, group blocks, billing details, and client communication.
• Ability to collaborate across Sales, Revenue Management, Front Office, Housekeeping, Accounting, and Operations.
• Professional demeanor with a guest-first mindset and polished communication style.