Reservations Coordinator

Core Responsibilities

Manage Guest Inquiries

• Handle inbound calls for bookings, answering questions and converting interest into confirmed reservations.
• Manage our reservations AI Agent, monitoring performance and stepping in where a human touch is needed.
• Monitor and respond to the HubSpot Reservations Inbox in a timely, professional manner.
• Manage Reservations text messaging, keeping guest conversations moving quickly across channels.

Drive Bookings & Revenue

• Review and act on the Reserved Reservations Report daily to catch opportunities and follow up accordingly.
• Make gap night calls to fill open dates and minimize vacancy across the portfolio.
• Execute call campaigns to previous guests to drive repeat bookings.
• Create and test new outbound initiatives to find fresh ways to drive bookings.
• Own and drive metrics around revenue and nights booked that support company-wide goals.

Build Guest Loyalty

• Conduct check-out calls with departing guests to close the loop on their stay and open the door for their next one.
• Call 5-star guests proactively to rebook their next vacation.
• Build deep knowledge of Del Mar homes - layout, amenities, location, what makes each one special - to recommend the right home for each guest.
• Cultivate guest loyalty and encourage repeat bookings through every interaction.

Manage Guest Reservations

• Process reservations accurately from first inquiry through confirmation.
• Handle modifications, including date changes, home changes, and cancellations.
• Manage payments, deposits, and balances tied to each reservation.

Collaborate Across Teams

• Partner with Marketing on promotions, offers, and campaigns that drive booking activity.
• Coordinate with Guest Experience to ensure a seamless handoff from booking through stay.
• Partner with all other departments as business needs indicate.

Qualifications

• Strong written and verbal communication skills.
• A good sense of numbers and accounting.
• Sales-minded, persuasive, and driven to close.
• Passionate about delivering 5-star guest experiences and building loyalty.
• Able to manage multiple inquiries, platforms, and tasks at once while staying organized and accurate.
• Comfortable making frequent phone calls, including lukewarm outreach.
• Calm and professional in a high-volume, fast-paced environment.
• Organized, tech-savvy, and quick to learn new systems.
• Hospitality, reservations, or customer-facing experience preferred.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition, both big and small)

About the Role

As a Reservations Coordinator, you're the first impression of Del Mar for many of our guests-and often the reason they choose to stay with us. You'll manage inbound and outbound reservation activity, connect with guests to rebook their favorite homes, and make sure every inquiry is handled quickly, professionally, and with genuine enthusiasm.

This role is about turning inquiries into confirmed vacations, building loyalty with repeat guests, and knowing our homes well enough to recommend the perfect spot for a Cape Cod getaway. No two conversations are alike, and that's the fun of it.