The Reservations Coordinator is responsible for managing and processing individual guest reservations while delivering a high level of accuracy, efficiency, and guest service. This role handles incoming reservation inquiries, modifications, and cancellations, ensuring all reservations are entered correctly and in alignment with hotel policies and rate guidelines. Working closely with the Area Sales Team, Front Office, and General Manager, the Reservations Coordinator supports inventory accuracy, rate integrity, and a seamless guest booking experience that contributes to overall hotel performance and guest satisfaction.

• Handle all individual guest reservation inquiries via phone, email, brand channels, and internal requests
• Create, modify, and cancel reservations accurately using FOSSE and MARSHA, ensuring compliance with brand standards and hotel policies
• Enter, process, and maintain rooming lists, including additions, changes, updates, and cancellations, ensuring accuracy and timeliness
• Verify rooming lists against approved room blocks or rate instructions and communicate discrepancies to Sales or leadership as needed
• Maintain rate accuracy and inventory integrity across all booking channels
• Utilize OneSource to reference brand standards, reservation policies, and operational guidance
• Use TripleSeat as needed for visibility into on-property events and business levels that may impact transient inventory (no group booking responsibility)
• Ensure all rooming list reservations are entered correctly with proper rates, dates, payment methods, and cancellation terms
• Communicate daily with the Area Sales Team regarding rooming list status, deadlines, changes, and rate guidance
• Work closely with the Front Office to resolve reservation discrepancies, special requests, VIP notes, and arrival issues
• Partner with the General Manager to support occupancy goals, rate integrity, and operational priorities
• Monitor booking pace and availability, escalating compression dates, sellout risk, or unusual booking patterns to leadership
• Maintain accurate reservation notes and guest profiles to support a seamless arrival experience
• Ensure all reservations comply with deposit, guarantee, and cancellation policies
• Respond promptly and professionally to guest and internal inquiries related to reservations or rooming lists
• Maintain confidentiality of guest information, rate data, and internal documentation
• Support pre-arrival coordination and communicate special instructions to Front Office teams
• Provide overflow or backup support to Front Desk or Sales teams during peak periods as requested
• Uphold Marriott brand standards, service culture, and professionalism across all interactions
• Complete all other duties assigned

Required

• Minimum one year of hotel operations, reservations, or front office experience
• Professional, positive, and guest-focused demeanor
• Proficient working knowledge of computers in a Windows-based environment
• Strong attention to detail and accuracy in all work
• Ability to manage workload efficiently and prioritize tasks to meet deadlines
• Excellent oral and written communication skills
• Demonstrated customer service mindset with a focus on guest satisfaction
• Ability to work effectively as part of a team environment
• Ability to adjust priorities when multiple demands exist
• Ability to collaborate across departments and support multiple properties

Preferred

• Prior experience using hotel systems such as FOSSE (PMS), MARSHA, TripleSeat (CRM), or similar platforms
• Experience handling individual guest reservations and rooming lists
• Familiarity with Marriott brand standards or multi-property environments
• Previous exposure to working with Sales, Front Office, or Revenue teams

Technical & Professional Skills

• Ability to quickly learn and effectively use FOSSE, MARSHA, TripleSeat, OneSource, and other systems as assigned
• Strong organizational skills with the ability to maintain accuracy in a fast-paced environment
• Demonstrated ability to communicate clearly and professionally with guests, peers, and leadership.

Flexibility. This is a demanding business, and it requires you managing multiple priorities while meeting varying deadlines, but it’s also a lot of fun!

Experience. Previous experience passionately providing service to others and providing administrative support in a team-oriented environment, ensuring accuracy and attention to detail a plus.

People Person. The best part of serving others is creating experiences for them that go beyond the expected.  To succeed in this role, you must enjoy interacting with others. 

Great communicator. Providing amazing experiences requires the ability to communicate fluently in English both verbally and through excellent written communication.

Working Environment/Physical Demands:

• The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
• While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals.
• Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.
• While performing the duties of this job, the team member will experience temperature fluctuations, and moderate to high noise levels.

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