Reservations Guest Experience Coordinator

The coordinator manages all reservations, guest communications, and pre-arrival processes for Embrace Resort and 3Ns with speed, accuracy, and a luxury-level service approach. This is an independent, non-supervisory role responsible for ensuring flawless guest experiences and smooth coordination with partners, flights, transfers, and internal teams.

Core Duties

Reservations & Daily Operations

• Manage emails, WhatsApp, phone calls, and OTA inboxes (Booking.com, Airbnb, Expedia) within 24 hours.
• Enter all inquiries into Little Hotelier and process reservations, flights, tours, golf carts, and provisioning.
• Send confirmations, transfer lists, and daily end-of-day reports.

Guest Experience

• Complete all pre-arrival steps 48 hours before check-in.
• Reconfirm flights, add-ons, balances; send weekly flight updates.
• Make courtesy calls and handle cancellations due to weather/availability.

Triage

• Respond to influencer, wedding, and catering inquiries using templates and escalate when needed.

Financial & Logistics

• Collect deposits, verify payments, submit reimbursements, and monitor upcoming-month availability.

Sales Outreach (1 hour/day)

• Call past and upcoming guests to upsell packages (priority: Embrace Escape + add-ons).
• Track weekly conversions.

Key KPIs

• 95%+ response rate within 24 hours.
• 98%+ completion of pre-arrival tasks.
• Daily report submitted by 6:30 PM.
• 10 upsell conversions per week.
• 95%+ triage response timeliness.

Qualifications

• Strong communication skills; English required (Spanish a plus).
• Experience in hospitality/reservations preferred.
• Detail-oriented, reliable, and able to work independently.
• Proficient with Little Hotelier, WhatsApp, email, and OTAs.

Independent Contractor Perks:

• HMO Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Reminder:

• Kindly apply directly to the link provided; you will be redirected to BruntWork’s Career Site. Complete the initial requirements, including the voice recording, pre-screening assessment, and technical check of your computer/device.

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