Rooms Coordinator (Reservations / Spa Sales)

What you will be doing

The Rooms Coordinator is responsible for handling all hotel and spa reservations through various channels, including telephone, email, GDS, and online platforms, with the goal of maximizing occupancy and revenue. This role requires exceptional communication skills, a professional and pleasant demeanor, and the ability to manage guest interactions effectively both over the phone and in person. The Rooms Coordinator is also cross-trained in PBX operations and must be proficient in English, including written, verbal, reading, spelling, and grammar.

The ideal candidate is detail-oriented, self-motivated, and capable of working both independently and collaboratively in a team environment.

Key Responsibilities:

• Reservation Management: Handle hotel and spa reservations efficiently, ensuring accuracy and maximizing occupancy and revenue.
• Guest Communication: Provide professional and courteous service when answering calls, transferring calls, handling misdirected inquiries, and taking messages.
• Industry Relations: Maintain effective communication with travel industry professionals and partners.
• Interdepartmental Coordination: Relay key information regarding arrivals, departures (including groups), and special requests to relevant departments to ensure seamless guest experiences.
• Property Knowledge: Maintain a strong understanding of hotel accommodations, amenities, dining options, spa services, hours of operation, and special activities, and confidently communicate this information to guests.
• Upselling & Guest Experience: Recommend and upsell spa services and other hotel offerings based on guest preferences and needs.
• Policy & Safety Compliance: Adhere to all hotel and company policies and procedures, including emergency response protocols to ensure guest and staff safety.
• Quality & Cleanliness: Uphold superior standards of service, organization, and cleanliness within the Reservations Office.

Qualifications & Skills:

• Exceptional verbal and written communication skills, with a professional and pleasant phone etiquette.
• Strong proficiency in English (written, verbal, reading, spelling, and grammar).
• Ability to multitask and remain composed in a fast-paced environment.
• Experience with reservation systems and hotel property management systems (PMS) preferred.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Prior experience in hospitality, reservations, or front desk roles is a plus.

This role is essential in delivering a seamless guest experience and ensuring smooth hotel and spa operations. If you are a motivated and service-oriented professional, we invite you to apply!