Senior Reservations Agent & Group Coordinator

Responsibilities

• Manage the reservations department's group booking pipeline at a PDC or Riviera Maya five-star property: handle all inbound group inquiries (10+ rooms), prepare proposals, manage the tentative-to-definite conversion process, and coordinate rooming list and deposit management through to arrival
• Lead individual reservations agents on daily operations: the senior agent provides quality oversight, handles escalated guest requests, and supports the reservations supervisor with team training
• Manage the property's wedding group room block coordination: destination weddings generate significant room block revenue at PDC properties — the senior reservations agent manages the room block alongside the wedding sales coordinator, tracking guest pickup against the block commitment
• Maintain the property's relationship with key travel agent accounts: the senior agent provides account-level service to the property's most productive travel agent partners, ensuring their bookings receive priority communication and any issues are resolved with heightened attention
• Monitor competitive rate positioning through the OTA channels: maintain weekly awareness of the competitive set's pricing and availability patterns, and communicate market observations to the Revenue Manager
• Coordinate multi-property rate parity management for hotel group reservations agents

Requirements

• Senior reservations or group sales coordination experience
• English and Spanish bilingual; European language preferred
• Group proposal preparation and rooming list management
• Travel agent relationship management
• PMS and OTA channel management at a supervisory level

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Group conversion bonus
• Career development toward Reservations Manager and Group Sales Director

Work environment

Senior reservations agent and group coordinator at a PDC five-star hotel. Individual reservation management combined with group booking pipeline ownership and travel agent account management in the Riviera Maya's premium hotel market.

About the role

The PDC senior reservations agent who tracks a wedding group room block — 40 rooms over 4 nights in April — from the initial inquiry in November through the 30 individual guest bookings in January and February, the 4 room type changes in March, the 2 late additions the week before arrival, and the final rooming list confirmation 72 hours out — and who delivers a clean rooming list to the front office at checkout — has managed a logistics operation that the happy couple and their guests never saw. They just arrived to find their rooms ready. The senior agent's accuracy is the invisible infrastructure of a perfect wedding weekend.