Job Details

The Meritage Resort & Spa, Napa, California, United States of America

Job Description

Posted Thursday, July 24, 2025 at 7:00 AM

Job Title: Reservations Coordinator
Department: Front Office/Reservations
Reports To: Reservations Manager or Front Office Manager

Pay Rate - $22.00

Position Summary

The Reservations Coordinator provides a warm, welcoming, and professional experience for all guests and callers. This position is responsible for handling all aspects of guest reservations, offering detailed information about the hotel and its amenities, and assisting with local area recommendations. The role focuses on maximizing guest satisfaction and revenue through accurate booking and personalized service.

Primary Responsibilities

Greet callers enthusiastically and professionally; respond to reservation requests and general inquiries about the hotel, amenities, and local attractions.

Accurately input reservation information into the computer system, ensuring correct billing, room types, and guest preferences.

Communicate reservation policies, including deposits, guarantees, and cancellations.

Manage incoming reservations from multiple sources including emails, rooming lists, and third-party systems.

Send confirmations and requested materials to guests and respond to all reservation inquiries.

Maintain up-to-date and accurate records of all reservations and group bookings; prepare and run reports for internal departments.

Assist in maximizing hotel revenue by promoting other PHG-managed properties and upselling opportunities.

Handle guest concerns and complaints with professionalism and diplomacy; escalate issues to management when necessary.

Collaborate with other departments to fulfill guest requests and ensure an exceptional experience.

Follow all hotel safety protocols, PPE requirements, and HAZMAT procedures.

Additional Responsibilities

Prepare the 10-day forecast packet including arrivals, group resumes, and meeting packets.

Build and manage group room blocks and web pages, ensuring accurate rates and availability.

Load rates for local negotiated accounts and ensure proper access through booking channels.

Monitor and maintain accuracy of group information including cutoff dates, pickup, and billing.

Review rooming lists for accuracy and process them in a timely manner.

Communicate Housing Bureau pickup information to management.

Support front desk operations by sharing updated reservation and group details.

Qualifications

12 years of customer service or hotel reservations experience; sales background a plus.

Strong communication and problem-solving skills with the ability to handle guest concerns effectively.

Basic math and computer skills; ability to use reservation systems and generate reports.

Exceptional attention to detail and ability to work under pressure.

Fluent in English; proficiency in a second language is a plus.

Ability to work independently and as part of a team.

Flexible schedule availability, including holidays, weekends, and alternate shifts.

Professional appearance and demeanor at all times.

Physical & Mental Requirements

Frequent sitting, typing, and phone use.

Occasional walking, standing, stooping, and reaching.

Ability to lift up to 35 pounds occasionally (e.g., assisting with guest luggage).

Must be able to see, hear, speak, and understand instructions and guest needs.

Regular exposure to a moderate noise environment and typical office-related hazards.

The Meritage Resort & Spa, Napa, California, United States of America