Description

Summary

The Reservations/Sales Systems Specialist is a hybrid position responsible for supporting the efficient operation of the Reservations Department in alignment with Hyatt brand standards, corporate strategies, and hotel revenue objectives. This position oversees reservations operations, inventory control, room block management, forecasting support, group coordination, guest communications, and systems administration while maximizing room revenue, occupancy, and guest satisfaction.

Working closely with Sales, Revenue Management, Front Office, Accounting, the Global Contact Center, and other Rooms Division departments, this role ensures accurate reservation processing, billing setup, inventory utilization, strategic room allocation and exceptional guest experiences.

The Reservations/Sales Systems Specialist plays a critical role in balancing transient, group, and crew business to achieve revenue goals while maintaining operational efficiency, inventory integrity, brand standards, and Hyatt service excellence. This role also supports group planning logistics, guest communications to ensure a seamless customer experience throughout the guest journey.

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.

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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