Senior Coordinator, Central Reservations

Our Purpose and Culture We are driven to create a future where people and place enrich one another. We are committed to rooting ourselves deeply in every community we serve while setting new benchmarks for positive impact. As a pioneering collective with a shared purpose, we curate extraordinarymoments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place. The Team You will join the Central Reservations team-a passionate group of professionals dedicated to delivering exceptional service and personalized guest experiences. Reporting to the Reservations Manager, this role collaborates closely with Sales, Front Office, and other operational departments to ensure seamless booking processes and outstanding guest satisfaction from the very first interaction. Your Role As a Senior Coordinator, you will be the first point of contact for guests booking their stay with Rosewood. You will handle inbound calls and emails, manage reservation details, and provide tailored recommendations with warmth and professionalism. Your role is essential in creating a memorable first impression and ensuring every guest feels valued and cared for from the moment they reach out. How You'll Make the Place * Supervise the reservations team and oversee daily reservation operations, ensuring service excellence and efficiency across all booking channels. * Manage and support reservation systems administration, maintaining accurate configurations, inventory controls, and rate integrity. * Handle inbound sales calls and reservation inquiries with professionalism, converting opportunities into confirmed bookings while delivering exceptional guest service. * Monitor and uphold departmental performance standards for reservation handling, ensuring consistency with service expectations and operational procedures. * Prepare and analyze performance reports to track key reservation metrics, identify trends, and support informed operational decisionmaking. * Provide coaching, guidance, and quality assurance to reservation agents, fostering continuous improvement and a culture of service excellence. * Ensure all reservation interactions reflect Rosewood's philosophy of Relationship Hospitality, delivering personalized and attentive guest experiences. Could This Be You? * At least one year of experience in reservations, ideally within a luxury or ultraluxury hotel environment. * Fluent in spoken and written English; additional languages are a strong advantage. * Detailoriented, organized, and able to prioritize tasks while maintaining accuracy and speed. * A clear thinker who remains calm under pressure and solves problems with sound judgment. * A collaborative team member who also works well independently, maintaining a positive and respectful attitude. * Confident using hotel reservation systems with a talent for suggestive selling. * Committed to guest confidentiality and able to handle sensitive information with care. * Physically able to perform the role's requirements and communicate effectively with guests and colleagues. Our Commitment to You At Rosewood Hotel Group, your voice is heard and valued. We encourage associates to be themselves rather than fit into a fixed culture, and this philosophy shines through in our commitment to honoring the history, culture, and geography of our destinations. We are dedicated not only to building genuine, longlasting relationships but also to transforming them. Our Diversity, Equity, and Inclusion (DEI) strategy helps bring these principles to life.