Operations Coordinator, Central Reservations

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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 extraordinary moments 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 an Operations Coordinator, you will support the daily operations of the Central Reservations team by assisting with reservation inquiries, coordinating booking details, and ensuring a smooth and thoughtful experience from the first point of contact.You will manage reservation‑related communications, support booking coordination, and deliver attentive, first‑class service throughout the process. This role encourages a strong sense of ownership for each reservation, ensuring every guest interaction reflects Rosewood’s commitment to personalized service and Relationship Hospitality.

You will also contribute to maximizing booking conversion and revenue opportunities, supporting the financial success of the organization while helping create exceptional first impressions for our guests.

How You’ll Make the Place

• Support the supervision of the reservations team and assist in coordinating daily reservation processes to ensure efficiency and service excellence across all booking channels.
• Manage reservation systems administration, maintaining accurate configurations, inventory controls, and rate integrity.
• Assist with inbound sales inquiries and support the reservations team with process‑related questions across calls and emails.
• Monitor and uphold departmental performance standards for reservation handling, ensuring consistency with established procedures and service expectations.
• Prepare and maintain performance reports to track key reservation metrics and support operational insights.
• Provide coaching support and quality assurance to reservation agents, helping maintain high service standards and continuous improvement.
• Ensure all reservation interactions reflect Rosewood’s philosophy of Relationship Hospitality, delivering attentive and personalized service.

Could This Be You?

• At least one year of experience in reservations, ideally within a luxury or ultra‑luxury hotel environment.
• Fluent in spoken and written English; additional languages are a strong advantage.
• Detail‑oriented, 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, long‑lasting relationships but also to transforming them. Our Diversity, Equity, and Inclusion (DEI) strategy helps bring these principles to life.