Group Reservations Coordinator

Additional Information: This hotel is owned and operated by an independent franchisee MDM Hotel Group Ltd.. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

In charge of inputting in the system all group sales contracts group rooming lists and facilitates the reservation process for call-in groups. Communicates relevant information pertaining to groups with all departments involved and ensures accurate group billing. Responsible for maintaining inventory accuracy and system availability for transient and group charge of processing all reservations requests received by phone email or fax. Reconciliation of the different systems. Supports the revenue manager by updating reports and managing the day-to-day operations of the Revenue office.

Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.

Guest Relations
Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
Address guests service needs in a professional positive and timely manner.
Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay property services and area attractions/offerings.
Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.

Communication
Speak to guests and co-workers using clear appropriate and professional language

Working with Others
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.

Physical Tasks
Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Group Coordination Services
Input all groups contracts into the reservation system and PMS.
Follow up on groups cutoff dates and manage group inventory.
Input rooming lists and process requested changes.
Ensure appropriate billing of group reservations.
Communicates with sales events accounting and Front Desk to ensure the accuracy of the reservations and information about the groups.
Update the different systems to ensure parity.
Manages the transient inventory (room types)
In charge of processing commissions.
Reporting (STR report daily Revenue Tool)

Reservation Processing
Inform guests of rules and regulations regarding qualifying rates (e.g. government and special corporate rates and discounts).
Input and access data in reservation system by entering correct information into proper fields including Marriott Rewards number and asking for travel agency IATA and FIT numbers (i.e. flags comments guest messages).
Verify availability of room type rate and occupancy before confirming any reservations.
Process all reservation requests changes and cancellations received by phone fax or mail.
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.

Hourly Benefits Health Insurance Dental and Vision Paid Time Off 401K Parking and Metro Reimbursement Travel Perks and Benefits Recognition and Rewards Growth Opportunities Holiday pay Free Meals Free uniforms Free life insurance Free short-term disability Exclusive Discounts via LifeMart and much more! $20 to $20

This company is an equal opportunity employer.

frnch1