Reservationist/Sales Systems Specialist
Reservations Operations & Guest Service
• Oversee the processing, management, and accuracy of all individual, group, and crew reservations. • Deliver exceptional customer service throughout the guest journey. • Manage guest and client communications through telephone, email, and electronic channels. • Coordinate group communications, rooming lists, booking links, deadline reminders, arrival communications, welcome letters, and post-stay correspondence. • Handle VIP reservations, special requests, and guest service recovery. • Maintain high levels of guest satisfaction and adherence to Hyatt brand standards.
Inventory Management, Revenue Optimization & Room Block Administration
• Support hotel revenue optimization through inventory control, room allocation, yield management, and strategic selling practices. • Collaborate with Revenue Management to execute pricing, forecasting, inventory, and overbooking strategies. • Monitor room availability, room-type allocations, compression dates, and inventory risks. • Create, maintain, audit, and manage airline crew, tour, corporate, wedding, and contracted room blocks. • Monitor block pickup pace, rooming lists, and forecasted demand. • Partner with Sales, Revenue Management, and Operations teams to maximize group production and hotel performance.
Forecasting, Financial Administration & Reporting
• Support forecasting, inventory planning, demand analysis, and business evaluation initiatives. • Maintain reservation records, billing instructions, folio routing, deposits, prepayments, and group billing arrangements. • Assist with reconciling group master accounts in coordination with Accounting. • Produce reservation, pickup, production, and revenue performance reports.
Systems Management & Data Integrity
• Maintain reservation, inventory, rate, billing, and guest information across hotel systems. • Ensure PMS, CRS, and operational systems remain accurate and functional. • Monitor rate code accuracy, contractual compliance, and system performance. • Support implementation of technologies and process improvements.
Collaboration & Relationship Management
• Work closely with the Global Contact Center and operational departments. • Build and maintain relationships with airline partners, tour operators, travel agencies, and corporate clients. • Attend operational meetings and provide updates regarding group activity and arrivals. • Coordinate site visits, inspections, VIP arrivals, and special events. • Support team development through collaboration and knowledge sharing.
Decision-Making, Problem Resolution & Compliance
• Manage reservation-related disruptions, last-minute changes, inventory challenges, and operational issues. • Coordinate VIP arrivals and special arrangements. • Assess business risks and make informed recommendations. • Escalate issues appropriately to leadership. • Resolve guest concerns and service recovery situations. • Ensure compliance with Hyatt policies, procedures, and confidentiality requirements.
Additional Responsibilities
• Participate in special projects, process improvements, and cross-functional initiatives. • Support continuous improvement efforts focused on guest satisfaction, operational efficiency, and revenue growth. • Perform additional duties as assigned. View our Virtual Reality Experience to spend a 'day in the life' of a hospitality professional at a full-service hotel. Qualifications
Schedule & Work Environment
• Full-time hybrid position with the ability to work remotely.
• Requires regular interaction with hotel leadership, operational departments, travel partners, vendors, and clients.
• Operates in a fast-paced hospitality environment with changing occupancy levels and business priorities.
• May require occasional weekend or peak-period support.
• Requires extended periods working with PMS, CRS, revenue management, sales and reporting systems.
Qualifications & Competencies
• Minimum two years of hotel reservations, revenue support, group housing, sales support or room block management experience.
• Experience managing corporate and leisure groups, crew business, and corporate accounts preferred.
• Hyatt PMS, Revenue, Sales, Marketing, and reservation system experience strongly preferred.
• Strong understanding of reservations, inventory control, forecasting, revenue management, digital marketing platforms, and group contract administration. Core Competencies
• Revenue Optimization
• Inventory Management Precision
• Forecast Interpretation
• Group Block Management
• Financial Awareness
• Contract Comprehension
• Data Integrity Focus
• Guest Communication Excellence
• Problem Solving & Decision Making
• Relationship Management
• Professional Communication
• Accountability & Results Orientation
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