Virtual Hotel Reservation Jobs in Silver Spring, MD

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

Control Clerks are primarily responsible for room inventory to maximize selling opportunities at the Front Office.  This includes assigning room blocks for groups and guest preferences.  Front Office Agents rely on the Control Clerks ability to manage the inventory and analyze reports.   This role has a direct impact on guest fulfillment with room accommodations.  Control Clerks must also assist in the guest registration process and communication of hotel services and promotions.  This position leads other associates by coaching, giving direction and may include training.  Front Office Control Clerk is the perfect opportunity for a seasoned Front Office Agent ready to advance their career into management.

The pay range for this position is an hourly rate of $20.00 to $23.00. This position is also eligible to earn overtime. 
 

Key Responsibilities

Reservations Management

• Process new reservations received through phone, email, website, GDS, and third-party channels.
• Modify, cancel, and confirm reservations accurately in the property management system (PMS).
• Respond to guest inquiries regarding room types, rates, packages, and hotel services.
• Maintain reservation records and ensure data accuracy.
• Upsell room categories, packages, and hotel services when appropriate.
• Monitor booking pace and identify potential overbooking or inventory issues.

Room Inventory & Control

• Assign guestrooms for daily arrivals, considering guest preferences, loyalty status, VIP requirements, and operational needs.
• Run GEM notes and help with setting up arrivals
• Manage room inventory to maximize occupancy and revenue opportunities.
• Coordinate room blocks for groups, events, and special programs.
• Monitor room availability and communicate inventory changes to relevant departments.
• Handle room moves, room out-of-order statuses, and room upgrades.
• Ensure room assignments align with housekeeping availability and maintenance constraints.

Operational Coordination

• Collaborate closely with Front Office, Housekeeping, Revenue Management, and Sales teams.
• Review daily arrival, departure, stayover, and VIP reports.
• Prepare pre-arrival planning for VIP guests and special requests.
• Assist with forecasting occupancy and identifying inventory challenges.
• Support the Front Desk during high-volume periods as needed. This includes going to the FD and assisting

Guest Service

• Ensure guest preferences and special requests are properly documented and fulfilled.
• Resolve reservation-related issues before arrival.
• Maintain high levels of guest satisfaction through proactive communication and attention to detail.

Key Performance Indicators (KPIs)

• Reservation accuracy rate
• Guest satisfaction scores related to arrival experience
• Room assignment accuracy
• Upsell revenue generated
• Occupancy optimization
• Reduction in room moves and assignment-related guest complaints

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