Reservations Group Coordinator

JOB TITLE:

Group Coordinator Department:
Reservations JOB:
Non-Exempt

REPORTS TO:

Reservations Manager Employee Housing Could be available
- Ask for details

JOB SUMMARY:

Responsible for working with and educating Christie Lodge owners on the benefits of their timeshare week(s) so they receive the highest possible value. Processes reservations for Christie Lodge owners, rental guests, and group business in a friendly, efficient, informative, and professional manner.

This position is a dual role, supporting both reservations and group coordination functions equally. This role ensures accuracy in booking, effective communication, and contributes to revenue optimization while delivering a high level of guest and owner service. This position works closely with the Reservations Manager and supports group business, optimizes inventory, and contributes to overall revenue strategies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reservations Agent Responsibilities:
• Answer incoming calls and emails in a timely, professional manner, meeting department service standards
• Process reservations for owners and rental guests with a high degree of accuracy
• Utilize sales techniques to convert inquiries into bookings and maximize revenue opportunities
• Provide detailed knowledge of accommodations, amenities, owner benefits, and local area offerings
• Identify upsell opportunities and promote available inventory, packages, and promotions
• Handle reservation changes, cancellations, and guest concerns in accordance with company policies
• Maintain accurate reservation records, phone logs, and documentation
• Return voicemails and guest inquiries within established time frames
• Review daily reservations to ensure accuracy and completeness
• Maintain high call quality and compliance standards

Group Coordinator Responsibilities:
• Coordinate all aspects of group reservations, including room blocks, rooming lists, and reservation accuracy
• Serve as the primary point of contact for group organizers and internal departments
• Input, manage, and update group blocks within reservation systems
• Monitor group pickup and communicate performance and adjustments as needed
• Manage cut-off dates, inventory adjustments, and block utilization to support revenue goals
• Process and verify rooming lists, ensuring accuracy and timely updates
• Prepare and send group confirmations, reports, and pre-arrival communications
• Coordinate group needs with Front Desk, Housekeeping, and other departments to ensure seamless execution
• Assist with group deposits, billing coordination, and adherence to contract terms
• Maintain organized records of all group bookings and correspondence
• Collaborates with the Reservations Manager on group strategy and inventory management

General Responsibilities:

• Complete assigned administrative tasks including emails, confirmations, contracts, and system updates in a timely and accurate manner
• Assist with management of third-party booking channels and extranets
• Support departmental opening and closing procedures as assigned
• Maintain flexibility with scheduling to support business levels
• Keep work areas clean, organized, and presentable
• Conduct oneself in a professional manner in both appearance and communication
• Handle confidential information with discretion
• Assist with updating SOPs and departmental procedures
• Ability to handle guest concerns and difficult situations in a calm, professional, and solution-oriented manner
• Support special projects and additional duties as assigned

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATIONS:

Education High School Diploma or equivalent is required.

Experience/Knowledge Previous reservations or hospitality experience required

Experience with group reservations, room blocks, or hotel sales support preferred

Skills & Abilities Strong reservations sales and customer service skills

Ability to multitask and balance both high-volume reservations and group coordination duties

Excellent organizational skills and attention to detail

Strong written and verbal communication skills

Ability to problem-solve and make sound decisions independently

Comfortable using reservation systems, extranets, and Microsoft…