Reservations Coordinator

Job Overview

Coordinate the reservations, room blocks and contracts for large groups and individuals. Assist with on-site meetings as needed. Maintain group blocks, rooming lists and reservations in system.

Duties and Responsibilities

• Prepare for each group’s arrival, create groups in opera and communicate codes, billing information/routing/PM accounts, filing, VIP information, correspondence, etc.; interact with booking contacts for rooms only group and crew as needed. Correctly record group rooms and revenue in the property management system.
• Manage crew blocks and enter all manifests
• Complete Group files and submit to front desk 3 days prior to group arrival
• Enter all rooming lists for rooms only and groups with catering
• Manage weekly delay block - communicate to outside vendors and front desk
• Process all group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
• Maintain accurate electronic filing system for groups and ensure that each group block is traced.
• 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.
• Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
• Manage group pick-up and communicate risks at weekly meeting. Attend pre-meeting planning meetings or conferences as needed or requested.
• Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports

QUALIFICATIONS AND REQUIREMENTS

High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• 
  Speak and listening usually while sitting
• Use a keyboard to type in reservation information

Other:

• Communications skills are utilized a significant amount of time when interacting with clients, guests and employees.
• Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
• Basic mathematical abilities are used some of the time.
• Computer skills are required.
• May be required to work nights, weekends, and/or holidays.
• Must have experience with OPERA