Reservation Specialist

Principal Responsibilities: The Reservation Coordinator is responsible for managing all aspects of hotel reservations to ensure accuracy, efficiency, and exceptional guest service. This role serves as a key point of contact for guests, travel partners, and internal departments, supporting revenue goals while delivering a seamless booking experience aligned with the standards of Crowne Plaza and IHG.

Essential Functions:

Reservation Management

• Process individual and group reservations via phone, email, online channels, and third-party booking platforms.
• Ensure accurate entry of guest information, rates, packages, and special requests into the Property Management System (PMS).
• Monitor room availability and inventory to optimize occupancy and revenue.
• Manage waitlists, overbooking situations, and room assignments in coordination with Sales and Front Office leadership.

Guest Service Excellence

• Provide professional, courteous, and timely responses to guest inquiries.
• Offer personalized recommendations and up-sell room categories, packages, and hotel amenities.
• Resolve reservation-related issues and ensure guest satisfaction prior to arrival.
• Maintain knowledge of hotel services, local attractions, and transportation options.

Revenue & Sales Support

• Assist with rate loading, promotions, and corporate account bookings.
• Collaborate with Sales and Revenue teams on group blocks and special events.
• Track and report daily pickup, cancellations, and no-shows.
• Support forecasting efforts through accurate data management.

Administrative & Operational Duties

• Maintain organized reservation files and documentation.
• Reconcile third-party reservations and commission reports.
• Ensure compliance with brand standards and hotel policies.
• Assist with cross-training and provide coverage for Front Desk as needed.
• Workdays and hours are flexible based on business needs

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Communicate in person, email and phone with respective managers to provide continuous support.
• Prepare reports
• Performs other duties as assigned.

PHYSICAL REQUIREMENTS:

• Ability to sit or stand for extended periods.
• Occasional lifting of office materials up to 15 lbs.
• Ability to work in a fast-paced hotel environment.

OTHER DUTIES

Assimilate into the Avalon Hospitality Group culture through understanding, supporting and participating in all elements of corporate policies. Demonstrate working knowledge of the service standards.

Regular attendance in conformance to the standards, which may be established by Avalon Hospitality Group from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health of safety:

· None

Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective damaged or lost PPE, or equipment that does not fit properly, to your manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

· Director of Sales

· Front Office Manager

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and to be able to explain and demonstrate that he or she can perform the essentials functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Strong communication and interpersonal skills.
• Detail-oriented with excellent organizational abilities.
• Ability to multitask in a fast-paced hospitality environment.
• Proficient in Microsoft Office and hotel management software.
• Revenue-driven mindset with upselling skills.
• Flexible schedule, including weekends and holidays.

QUALIFYING STANDARDS

Education

High School Diploma required; Hospitality or business coursework preferred.

Experience

• Prior hotel experience preferred. Experience within a similarly sized operation is highly desirable.
• Minimum 1–2 years of experience in hotel reservations, front desk, or hospitality operations.
• Experience with PMS systems (e.g., Opera) and booking platforms preferred.

Licenses or Certificates

No special licenses are required.

Grooming

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

Other

• Above average organizational skills and attention to detail.
• Must be extremely dependable and prompt

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Job Type: Full-time

Pay: $22.50 - $25.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $23 - $25