Reservations Coordinator

POSITION SUMMARY

Reservations Coordinator 

Seeking hardworking and dedicated individual who will be responsible for the group and transient reservation process from creating group room blocks, to entering rooming lists, wholesaler reservations, setting up billing instructions, as well as attending pre-conference meetings and going over program details with Meeting Planners. The Coordinator will also work closely with the Meeting and Special Events Manager and the Meeting Planner to ensure defect-free work. The ideal candidate will have: 

• Previous experience in a similar position 
• Advanced computer skills including Word, Excel, Outlook
• Experience/working knowledge with MARSHA and OPERA/FIDELIO
• Ability to enter, access and analyze data
• Ability to convey information from reports to appropriate departments
• Must be able prioritize and organize work assignments plus identify and solve problems
• Work well under pressure without direct supervision, plus remain calm and resolve problems
• Deal with large volume and variety of requests while maintaining attention to detail, plus good judgment in making decisions

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.