Summary
The ideal candidate will oversee the efficient operation of the in-house reservations efforts in selling and managing guest rooms, to accommodate guests and members, while maximizing revenues.
Essential Functions
Job duties include, although are not limited to:
- Daily audit of reservations through multiple reporting capabilities. Look for special requests, coding issues, billing requirements, and modifications. Processing of daily deposits, no shows and cancellations
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- Manage and confirm leisure reservations, to include management of FHR, Wholesale, and BAR, reservations,
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- Review & audit third party reservations, ensuring accuracy in rates, categories and billing set up. Check reservations for IATA #’s. Send proforma invoices as needed.
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- Answer calls, return e-mails including but not limited to Wholesalers, internal departments & voicemails, and provide overall assistance to guests who are seeking to book reservations, by providing superior property knowledge. Includes providing support Experience Center, who are seeking additional information on behalf of guests. Also includes assisting other departments, such as Sales, Member Services, and Guest Services, with reservation related questions
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- Assist Travel Partners, and potential long-term stay prospects, by providing superior knowledge, appropriate rate options, and room tours (when necessary)
- Ability to work varying schedules to reflect the business needs of the hotel.
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Supportive Actions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.
- Perform other duties as required by Director of Reservations, which may support sales, revenue management, and group housing.
- Assist with Experience Center and Guest Services operations, as needed.
- Assist with Member Reservations when necessary
- Attend scheduled meetings, as required, to support business operations, such as group pick up meetings, weekly operations meeting and sales meeting
- Maintain a good working relationship with other departments, associates and guests
- Assist and prepare reports, as needed
- Complete training courses, as required
- Keep work area clean & organized
Internal Relationships
Reports to Director of Reservations
External Relationships
Has regular contact with Experience Center, Guest Services, Convention Services, Accounting, and Member Relations.
Qualifications
- Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines
- Ability to use time management skills to complete tasks timely, meeting required deadlines
- Interpersonal skills to provide overall guest satisfaction for internal/external guests
- Ability to work under pressure and deal with stressful situations during busy periods
- Able to master PMS Opera, Passkey, SynXis, and other operational channels.
- Excellent communication skills to include the ability to read, write, and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials
- Ability to access, read and accurately input information using a moderately complex computer system
- Ability to effectively deal with both internal and external customers, some require high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and
Education/Experience Requirements
- High school graduate or equivalent required. A college degree is desired.
- Skilled with the use of multi-line telephones and with voice mail
- Proficient in the use and operation of computer systems: Word, Excel, and other systems (Outlook, and other relevant programs)
Physical Requirements
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.