Call Center Manager Jobs in Santa Rosa, CA (NOW HIRING)

Job Type
Full-time
Description
Position Summary
The Reservations Coordinator plays a critical role in supporting the property's reservations and revenue operations. This hybrid position serves as the on-property liaison and escalation point for reservation-related matters that cannot be resolved directly by the call center while also supporting revenue-generating initiatives and guest communication efforts.
Reservations Coordinators are responsible for managing reservation escalations, handling in-bound sales leads, conducting outbound sales and follow-up calls, managing OTA channels, be-ing the primary point of contact for Travel Advisors, supporting Guest Review Collection responsibilities, and (GRC) coordinating group room blocks. This role requires strong communication skills, attention to detail, sales aptitude, and the ability to collaborate across departments to maximize occupancy and guest satisfaction.
Essential Duties and Responsibilities
Reservation Support & Escalation Management

• Serve as the primary on-property contact for reservation issues or requests escalated by the reservations call center.
• Resolve complex reservation inquiries, modifications, special requests, and guest concerns in a timely and professional manner.
• Maintain strong communication and collaboration with call center representatives to ensure seamless guest service and reservation accuracy.
• Monitor reservation activity and ensure proper handling of high-priority bookings and VIP guests.

Lead Management & Sales Support

• Respond promptly to inbound reservation and sales leads generated through phone, email, website inquiries, and other channels.
• Conduct outbound calls to prospective guests and leads to convert inquiries into bookings.
• Follow up on abandoned reservations, pending inquiries, and opportunities identified through property systems.
• Assist in maximizing occupancy and revenue through proactive sales efforts and upselling opportunities.
• Handle group reservation inquiries for the portfolio of hotels.
• Handle inquiries regarding existing reservations.

OTA & Distribution Channel Management

• Monitor OTA reservations for accuracy and resolve discrepancies as needed.
• Support the leisure sales strategy and Travel Advisor needs. IE the "go to" person for Travel Advisors.
• Monthly TA commission reconciliation.
• Coordinate with revenue management and operations teams regarding inventory and channel updates.
• Respond to online travel agency guest inquiries via extranet portals and email communication.
• Reconcile OTA reservations to process no shows or late cancellations.

Guest Review Responsibilities

• Respond professionally to guest feedback and online reviews when assigned.
• Work collaboratively with operational departments to enhance the overall guest experience.

Group Block Coordination (GRC)

• Work collaboratively with fellow Reservations Coordinators and hotel leadership to man-age group room blocks across the entire portfolio.
• Monitor pickup, cut-off dates, rooming lists, and inventory associated with group reservations.
• Communicate with sales, events, and operations teams to ensure accurate execution of group bookings.
• Assist with group reservation adjustments, rooming list updates, and special accommodations.

Administrative & Operational Support

• Maintain accurate reservation records and documentation within property management systems.
• Prepare reports and communicate reservation trends, lead activity, and booking performance as requested.
• Ensure compliance with company standards, policies, and brand expectations.
• Support additional reservations, revenue, and guest service initiatives as needed.

Qualifications

• Previous experience in hotel reservations, front office, sales, revenue management, or hospitality operations preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• College Degree or equivalent work experience required.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Sales-minded with strong guest service and problem-solving abilities.
• Experience working with PMS systems, OTAs, and reservation platforms preferred.
• Proficient in Microsoft Office and general computer systems.

Core Competencies

• Guest Service Excellence
• Communication & Relationship Building
• Sales & Revenue Focus
• Organization & Time Management
• Problem Solving & Decision Making
• Team Collaboration
• Attention to Detail

Work Environment
This is a hybrid hospitality support role that combines reservations operations, guest communication, sales support, OTA management, and group coordination responsibilities. Reservations Coordinators work closely with hotel operations, sales teams, and revenue management to deliver exceptional guest experiences while maximizing booking opportunities and operational efficiency.
Salary Description
$20.00