Reservations Sales Coordinator - Regent Santa Monica

Reservations Sales Coordinator - Regent Santa Monica Beach

Join IHG Hotels & Resorts as a part of the Regent brand. This role will support the team at Regent Santa Monica Beach, a luxury resort with 167 opulent guest rooms and suites.

Regent Santa Monica Beach, part of IHG Hotels & Resorts’ luxury and lifestyle portfolio, offers 167 opulent rooms and suites featuring spa‑like bathrooms, a 10,000 sq ft Guerlain Wellness spa, four dining destinations, an outdoor pool, and a state‑of‑the‑art fitness center. The resort is located on the Pacific Ocean, overlooking the beach and providing an elegant yet modern experience.

As a Reservations Sales Coordinator you will be an expert in providing travel advice and solutions, a critical customer touchpoint for delivering on our Regent experience. You will make creative decisions using tools and market insight to deliver on the unique travel needs of guests, thereby driving revenue and loyalty.

• Promote Regent’s service philosophy and style through our people attributes.
• Adhere to Regent Santa Monica Beach's standards in job performance and retail policies.
• Sell luxury sleeping accommodations, wellness services, and the restaurants.
• Probe and suggest appropriate services and room product in a short booking window.
• Address a diverse customer base ranging from travel advisors and high‑net‑worth family managers to individual travelers.
• Create customer loyalty and enhance the guest experience.
• Capture sales from incoming reservation calls and coordinate details of each reservation.
• Guide guests through all options when selecting the most suitable accommodations based on their preferences and needs.
• Complete internal reservation forms.
• Answer general reservations e‑mail, retrieve and distribute mail, and process brochure requests.
• Process internal reservations and FIT reservations.
• Call to confirm and/or guarantee non‑guaranteed reservations, clear waitlisted reservations.
• Run appropriate reports checking for special requests and hard‑block any rooms that are not hard blocked for special requests; inform Manager of any Special Attention or VIP guests.
• Review reports to ensure all reservations are set up with correct billing requirements, traces and estimated time of arrival.
• Maintain knowledge regarding handling types of reservations such as Luxury Consortia, wholesale, packages and negotiated business.
• Actively promote the resort’s services, packages, and special offers to potential guests.
• Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management, despite difficulties or obstacles.
• Collaborate with other departments to ensure guest requests and preferences are met.
• Promptly and professionally respond to guest inquiries and resolve any issues or complaints to maintain their Regent experience.
• Offer recommendations for local attractions, dining, and entertainment options.
• Maintain a thorough knowledge of the resort’s facilities, services, and policies.
• Manage time effectively (including adherence to assigned schedule, attendance, break time compliance, etc.).
• Take ownership of personal development while aligning with team priorities and company goals.
• Communicate guest preferences, special requests, and important information to relevant colleagues.
• Participate in regular team meetings and training sessions to enhance product knowledge and sales skills.
• In the event that the Reservations Manager and/or Reservations and Training Supervisor are unavailable, this position will assume supervisory and training responsibilities, including, but not limited to:
• Training and developing new reservations staff – providing training on the resort's reservation system, customer service skills, and other relevant topics.
• Monitoring and evaluating call volume and distribution of incoming calls.
• Resolving customer complaints – investigating complaints, taking corrective action, and communicating with the customer to ensure their satisfaction.
• Maintaining relationships with travel agents and other key partners – building rapport, developing partnerships, and…