Rooms Divison Coordinator

Functional Role

The Rooms Coordinator supports the efficient operation of the Group Sales, Reservations and Front Desk departments by serving as the central point for the room allocation, group coordination, and interdepartmental communication. This role ensures accurate room assignments, timely delivery of information, and seamless execution of guest and group requirements. By achieving the highest customer satisfaction possible and realizing the stated goals and objectives of Chula Vista Resort, the Rooms Coordinator assists the business in making profit.

The Rooms Coordinator helps to plan, coordinate and monitor the stated goals and objectives of the Group Sales, Reservation and Front Desk Departments.

• Work with the Reservations Sales Manager, Director of Revenue Management, and Rooms Division leadership to coordinate operational strategies and achieve departmental goals.
• Safeguard the confidentiality of all guest, employee, and company information and protect all company assets.
• Maintain a cooperative, professional working relationship with guests and all staff; conduct all dealings with the highest ethical standards and integrity.
• Exercise sound judgment by considering input from others while assuming full responsibility for decisions.
• Handle difficult situations and guest complaints with tact; respond to guest inquiries and recovery opportunities within 72 hours.
• Recognize and manage priorities effectively and meet all time-sensitive deadlines.
• Provide prompt, friendly, knowledgeable service to maximize guest satisfaction and ensure staff have accurate information at all times.
• Complete all assigned obligations and perform all other job-related duties as assigned.
• Perform and audit reservation functions including OTA, travel agent, rewards redemptions, online, owner, ABNB, and self-marketed reservations.
• Produce all required daily, weekly, and monthly reports for management.
• Take reservations in accordance with all standard operating procedures and policies.
• Ensure proper use of all reservations department systems, including telephone and office equipment.
• Identify and communicate problems or inconsistencies to management in a timely manner.
• Ensure accuracy in group reservations by reviewing contracts, rooming lists, room blocks, special requests, pickup, cutoffs, and arrival reports.
• Communicate group updates, changes, and deadlines to Sales, Front Desk, and Reservations.
• Pre-assign rooms for groups, VIPs, and special accommodation guests and coordinate VIP/group needs.
• Support front desk and reservations agents through training, clarification, system updates, and performance monitoring.
• Assist in onboarding and training new employees to Chula Vista Resort standards.
• Provide scheduling support, fill vacant shifts, and maintain flexibility to ensure adequate staffing coverage.
• Actively monitor dashboards and agent status to manage productivity effectively.
• Serve as a subject matter expert in Front Desk, Reservations, Group Sales, Wyndham Rewards, edesk, Wyncare, and all related PMS, POS, CMMS, and guest engagement systems.
• Maintain a thorough understanding of all reservation types and processes.
• Ensure compliance with SOPs related to tax exempt processing, credit card authorization verification, processing, and filing.
• Assist with collection of delinquent accounts, COBD reporting, and write-off recommendations.
• Maintain interdepartmental communication to ensure service standards are met.
• Identify unclean, neglected, or repair-needed areas and report irregularities to management.
• Maintain compliance with all legal, cleanliness, sanitation, and safety standards.
• Maintain a well-groomed, professional appearance appropriate to the position.
• Drive guest-first philosophy and lead by example; work alongside new and senior staff to ensure SOPs and service standards are followed.
• Stay informed on marketing campaigns, events, and operational changes to support guest and staff communication.
• Maintain open communication with managers and group sales to ensure guest and group needs are met.
• Attend all required management and staff training.
• Set and enforce quality standards for all products,…