Reservations Coordinator

Job Overview

The Reservations Coordinator is responsible for managing hotel reservations while providing administrative support to maximize occupancy, revenue, and guest satisfaction. This position serves as the primary contact for individual and group accommodation inquiries, coordinates bookings, maintains reservation accuracy, and supports sales initiatives through client communication, reporting, and administrative functions.

Working closely with the Front Desk, Housekeeping, Maintenance, and Finance departments, the Reservations Coordinator ensures a seamless booking experience from the initial inquiry through arrival while delivering exceptional customer service.

Duties and Responsibilities

Reservations

• Respond promptly to reservation inquiries by phone, email, and online channels.
• Process individual, corporate, group, sports team, tour, and wedding guest room reservations accurately and efficiently.
• Provide information on room types, rates, packages, hotel amenities, and local attractions.
• Quote room rates within approved pricing guidelines and maximize occupancy through effective room inventory management.
• Create and maintain room blocks for groups and coordinate rooming lists.
• Modify, confirm, and cancel reservations while ensuring all reservation details are accurate.
• Monitor room availability and communicate booking trends and occupancy forecasts to management.
• Coordinate special guest requests, VIP arrivals, accessibility needs, and other accommodations with operational departments.
• Resolve reservation concerns and guest inquiries promptly, escalating issues when necessary.

Sales Support

• Assist with responding to accommodation inquiries and preparing quotations, proposals, and agreements.
• Follow up with prospective and existing clients to secure bookings and maintain strong customer relationships.
• Support business development efforts by assisting with corporate accounts, group business, sports teams, tour operators, and local organizations.
• Maintain client databases, account records, and booking histories using the hotel's property management and CRM systems.
• Prepare daily, weekly, and monthly sales and reservations reports, including occupancy, booking pace, and revenue tracking.
• Conduct market research to identify new business opportunities and monitor competitor pricing and promotions.
• Assist with promotional materials, hotel fact sheets, and sales collateral.
• Collaborate with the hotel's marketing or social media representative to promote hotel packages and special offers.

Administrative Responsibilities

• Answer incoming calls and respond to guest and client inquiries professionally.
• Prepare correspondence, reservation confirmations, reports, and other departmental documents.
• Maintain organized electronic and paper filing systems.
• Schedule appointments and meetings as required.
• Order and maintain office supplies for the department.
• Ensure reservation records, contracts, and client information remain accurate and confidential.

Collaboration & Operations

• Work closely with Front Desk, Housekeeping, Maintenance, and Finance to ensure guest rooms are prepared and guest expectations are met.
• Communicate arrivals, departures, room blocks, special requests, and operational updates to relevant departments.
• Assist operational departments when required to support overall hotel operations.
• Promote teamwork through effective communication and collaboration across all departments.
• Perform other duties as assigned.

Qualifications

• Diploma or post-secondary education in Hospitality, Business Administration, Tourism, or a related field is considered an asset.
• Minimum of 2–3 years of experience in hotel reservations, front desk, hotel sales support, or hospitality administration.
• Experience using hotel Property Management Systems (PMS) and Microsoft Office applications.
• Experience with CRM software is considered an asset.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication abilities.
• Excellent organizational and time management skills with strong attention to detail.
• Ability to multitask and prioritize in a fast-paced hospitality environment.
• Professional telephone etiquette and problem-solving skills.
• Basic mathematical and reporting skills.
• Ability to work independently and collaboratively within a small team.
• Availability to work weekdays, weekends, holidays, and occasional evenings as business demands require.

We are open to all qualified candidates and encourage a diverse range of applicants to bring their unique perspectives to our team. We are an equal opportunity employer. If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:

• Email: [email protected]

• Phone: 905-562-4155 Ext 332

We do not use AI as part of the recruitment process.

This posting is open for an existing vacancy.

Thank you to everyone who has expressed interest in a career with us. Only those selected for an interview will be contacted.

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