Guest Experience Expert

City, State:

New Orleans, Louisiana

Title: Guest Experience Expert

Location: New Orleans, LA

FLSA: Non-Exempt

Status: full-time

Reports to: Front Office Manager

Pay Range: $17.00

Job Summary: The Reservations/Group Rooms Coordinator ensures the accuracy of all individual and group reservations, manages room blocks, and works closely with clients to meet contract and resume requirements. This role supports the Sales, Front Office, and Revenue Management teams to maximize occupancy and ensure guest satisfaction.

Essential Functions and Duties:

• Respond to telephone, email, and fax inquiries for reservation requests, explaining services and amenities to sell guest rooms.
• Process all reservations, changes, and cancellations, and provide confirmations to guests.
• Manage group bookings, including building blocks, auditing group blocks, and handling group inventory.
• Collaborate with clients' housing teams to produce group pickup reports, handle charge routing, VIPs, special requests, and perform group audits.
• Work with the Director of Sales and General Manager to optimize room rates and implement daily changes to room rates and restrictions.
• Update and distribute the Sell Strategy report daily.
• Serve as a resource for hotel and client information.
• Participate in weekly meetings with the Sales, Front Office, and Revenue Management teams.
• Create and provide reports to support Sales and Revenue Management teams.
• Monitor cut-off dates and group pickup, providing weekly updates to the revenue and sales teams.
• Coordinate with the Front Office to ensure systems are synced and guest and group information is accurately communicated.
• Provide backup support to the front desk as needed.
  
  

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

Required Experience, Education, and Skills:

• Bachelor's degree from a four-year college or university, or equivalent experience in a related role.
• Minimum of 1-2 years of experience in reservations, group bookings, or a related field.
• Proficiency in reservation systems and property management systems (PMS).
• Strong communication skills, both written and verbal, for interacting with guests, clients, and internal teams.
• Excellent organizational skills with the ability to manage multiple tasks, including group reservations and room block inventory.
• Ability to interpret and perform basic computer and POS system functions, including knowledge of Microsoft Outlook, Word, and Excel.
• Problem-solving skills to address guest concerns and ensure a smooth reservation process.
  
  

Work Environment:

• Primarily indoor office work with frequent use of computers for managing reservations and group bookings.
• Regular communication with clients, internal teams, and hotel departments, requiring flexibility in scheduling.
• Must be available to work evenings, weekends, and holidays as required by group and guest needs.
• Occasional lifting of objects up to 20 lbs, such as office supplies or documents.
  
  

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity: Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from:

2026-04-01

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.