Job Title: Reservation Specialist

Department: Front Office

Reports To: Front Office Manager & Front Office Director

FLSA Status: Non-Exempt

Position Summary

Our commitment to excellent guest service drives everything we do. We are dedicated to hiring outstanding individuals who share our passion for ensuring guests have an exceptional experience while staying with us.

The Reservation Specialist is responsible for managing guest reservations and supporting the overall guest experience before arrival, during check-in, and at departure when needed. This position responds to reservation inquiries from guests, travel agents, and referral networks through multiple communication channels, maintains accurate reservation records, and supports front desk operations. The Reservation Specialist works closely with the Front Office and Sales teams to ensure efficient reservation management, excellent guest service, and optimized room revenue.

Duties and Responsibilities

Duties and responsibilities include the following. Other duties may be assigned.

Guest Service

• Provide professional, courteous, and attentive guest service at all times.
• Respond promptly to guest inquiries via phone, email, and other communication channels.
• Provide information regarding hotel services, amenities, room types, local attractions, dining, entertainment, and travel directions.
• Promote current hotel promotions, packages, and marketing programs.
• Ensure guests receive accurate information and assistance to enhance their overall stay experience.

Reservation Management

• Process reservations received via telephone, email, fax, central reservation systems, travel agents, sales offices, and other hotel departments.
• Generate, confirm, modify, and cancel reservations as requested.
• Maintain accurate reservation records organized by arrival date and guest name.
• Prepare and send reservation confirmations and related correspondence.
• Monitor room availability and maintain accurate records of occupancy.
• Process advance deposits and ensure compliance with hotel credit policies.
• Understand and apply hotel policies related to guaranteed reservations and no-shows.
• Maintain up-to-date reservation files and documentation.

Revenue and Availability Management

• Maintain knowledge of room types, locations, layouts, and available inventory.
• Stay informed on current room rates, packages, and promotional offerings.
• Determine room rates based on hotel pricing strategies and availability.
• Track future room availability and assist with occupancy and revenue forecasts.
• Monitor deposit requirements and reservation guarantees.

Front Office Coordination

• Communicate reservation details and updates to the Front Desk team.
• Prepare expected arrival lists for Front Office operations.
• Assist with pre-registration activities when required.
• Maintain awareness of Front Office procedures and assist with reception duties when necessary.
• Support check-in and check-out procedures during high-volume periods if needed.

Administrative and Operational Support

• Maintain daily correspondence related to reservations and guest inquiries.
• Keep reservation and guest files accurate and organized.
• Assist guests with travel arrangements and local recommendations when appropriate.
• Stay informed about seasonal demand trends and local events that may impact reservations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.