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The Melia Orlando Suite Hotel is an Equal Opportunity Employer encouraging diversity in the workplace.  All qualified applicants will receive consideration for employment without regard to race, national origin, sex, age, religion, disability, veteran status, genetic or carrier status or any other characteristic protected by law.



PLACE OF WORK:  Reservations office.


JOB OVERVIEW:    Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with the guidelines and policy of the Hotel and/or company.  Responsible of provide information on hotel services and amenities, as well local attractions, travel directions to and from airport and theme parks.


REPORTS TO:        Revenue Manager




Internal:        Front Desk staff, Bell staff, Melia Connect, Reservations staff, Sales & Marketing staff, Revenue Management staff, Food & Beverage staff, Culinary/Steward staff, Housekeeping staff, Engineering staff and Guest Experience Manager.


           External:       Guests.



SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.


Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.







  1. Ability to satisfactorily communicate in English (verbal and written) with guests, management and co-workers to their understanding.
  2. Ability to provide legible communication.
  3. Ability to compute basic mathematical calculations.
  4. Experience in same and/or similar position in a hotel/resort.
  5. Regular attendance at the hotel.



  1. Fluency in a foreign language, preferably Spanish.
  2. High school graduate, some college or degree.


Note that the foregoing qualifications are minimum essential requirements and there may be other requirements that arise based on business need.




        1. Ability to understand guests' service needs.
        2. Ability to be well organized, maintain concentration and think clearly when multi-tasking and providing service to multiple guests and/or clients within any given period of time.
        3. Ability to focus on details.


        1. Ability to perform job functions with minimal supervision.
        2. Ability to work cohesively with co-workers as part of a team.
  1. Prior guest relations training.
  1. Ensure guests receive a consistent and professional welcome and goodbye from the hotel via telephone.
  2. Book and process all guest reservations for individuals, groups and/or wholesalers (either via telephone, fax, intranet, email, mail internally and through travel planners/corporations).
  3. Follow the hotel established guidelines, standards and scripts using the hotel’s reservations system and procedures.
  4. Up-sell rooms where possible to maximize hotel revenue.
  5. Process cancellations, updates on changes and revise guest reservations requests for the hotel according to policy and procedures.
  6. Maintain knowledge of current rates, rate changes and all promotions; assist in rooms forecasting.
  7. Respond appropriately to guest complaints.  Ensure to make appropriate service recovery gestures according to established guidelines of the hotel and company.
  8. Maintain accurate filing system for all reservations, groups and ensure that each group block is traced.
  9. Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
  10. Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
  11. Maintain complete knowledge and comply with all departmental policies and service procedures.
  12. Maintain complete knowledge of POS and manual systems.
  13. Notify management of any malfunctioning equipment or accessories.
  14. To respect any confidential information received regarding guests, staff and management.
  15. To observe all security, health and safety regulations.
  16. Maintain a clean and organized work area.
  17. Follow all company policies and procedures, and report accidents, injuries, and unsafe work conditions to manager.
  18. Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
  19. Maintain positive guest relations.
  20. Be up-to-date with all Hotel features and local attractions/activities to respond accurately to any guest inquiry.
  21. May assist by performing other duties as needed.
  22. Ensure uniform and personal appearance is clean and professional, and maintain confidentiality of proprietary information.
  23. Successful completion of the training/certification process.
  24. Attend all trainings and daily, weekly and/or monthly meetings.



The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.

The position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.