Reservations Coordinator

Job Description

Job Description

Who we are:

We love what we do and what we do is important! We believe that everyone should leave feeling better – this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.

Your mission:

Should you decide to accept it…

We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices. Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes and specifications implemented by the Director of Revenue Management.

The Nitty-Gritty:

What exactly you will be doing…

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• Use yield management polices to maximize revenue and occupancy via reservation sales
• Review all inbound reservations, detailing for packages, monitoring for duplicates and processing deposits
• Process reservations from the Sales Team
• Reconcile monthly Commissions
• Daily monitoring of OTA extranet to reconcile cancellations & no-shows
• Daily monitoring of reservation rate modifications and creation of reservations to ensure accuracy & rate maximization
• Liaise with Front Office Team and Revenue Management to attain perfect sells
• Be creative and think outside the box to create memorable experiences for our guests

• Handle rooming list entry including awarding contractual concession assignment and establishing accurate billing
• Utilize interpersonal skills to communicate with group contacts or Sales Team regarding room block issues/concerns, cut-off dates, special needs/request, distribution of rooming lists
• Anticipate group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
• Recognize and manages group requests that fall outside of the contracted room block in a professional manner, communicating these requests to Revenue Management and Group Sales
• Review resumes, detailing groups for accuracy, special needs and VIPs as appropriate to each group

• Create rate codes, update and maintain records of all rates and rate configuration in the CRS and PMS
• Prepare weekly and monthly revenue management reports
• Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments.
• Use excellent communication skills with guests & staff including verbal, written and body language.
• Highly organized, anticipating needs and over delivering wherever possible.
• Provide a unique and personal reservations experience for every single guest or potential guest while following company policy and service standards.
• Support the Sales Team by setting up rate codes, profiles, booking links, monitoring cutoff dates, rooming list entry, special requests and billing.
• Effectively communicate any pertinent info to the proper department and ensure open and productive communication is consistently practiced.
• Participate in daily RevMax/Reservations team meeting as well as weekly interdepartmental meetings as assigned by DORM.
• Prepare all reports and information necessary to actively participate in the weekly meetings.

• Receive all definite and tentative group bookings and ensure that each booking is accurately reflected in the PMS to guarantee accurate numbers as well as smooth booking for clients.
• Create, manage and assist with Gift Certificate program for trades, guest recovery etc.

• Receive and process all revisions to group bookings in the PMS and other external systems.
• Assist in the maintenance of any software programs which contribute to the management of room revenue, including HMS, Delphi, SynXis and all extranets.
• Work closely with the Director of Sales & Marketing, the Director of Revenue Management and Front Office Manager to ensure their departmental objectives and responsibilities to The Hotel Management Group are met without having a negative impact on total room revenue. This is with special attention to Corporate Marketing Programs, Special Promotions, and Know customers, Local Negotiated Accounts and Corporate Negotiated Accounts.

• Monitor and communicate fluctuations in occupancy to operational departments so they can effectively manage staffing requirements and increase efficiency.
• Perform other duties as assigned.

What qualities are we looking for?

You got skills? If you are able to perform the following, then you have come to the right place…

• Carrying or lifting items weighing up to 10 pounds
• Computer skills. PMS, CRS, Delphi, Microsoft Office, Email
• Customer service and teamwork are two of the most critical skills desired for this position.

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company - in person, over the phone and via email.
• Understanding of microeconomics as it applies to hotel business.
• Demonstrate the understanding and ability to assist in the execution of effective hotel pricing concepts, yield management optimization and selling strategies, and ability to determine which concepts to apply in given market conditions.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, specialized training and or certifications.
• May be required to work nights, weekends, and/or holidays

Background must-have:

• Current, legal and unrestricted ability to work in the United States
• High school or equivalent education required; 4-year college degree preferred
• A minimum one year of hotel or reservations experience
• Ability to clearly and pleasantly communicate in English
• Proficient in MS Word, PowerPoint, Outlook and Expert in MS Excel
• Basic Mathematical skills
• Strong reading and writing abilities are required