Reservations Coordinator

• Deliver efficient accurate and courteous reservation services
• To maintain constant communication with the Sales/Marketing/Events Revene Management and Front Office Departments regarding room status and SOPs
• Participate in all trainings support department KPIs.
• To implement reservation sales programs monitor results and direct the operations in a manner fitting the Raffles Boston culture and brand standards.
• To monitor and control inventory levels in the Hotels Property Management System as implemented by the Director of Revenue Management and communicate daily to the Reservations Staff
• To maintain selling skills conversions and upselling
• To monitor and reconcile group blocks and ensure rooming lists are received and entered in a timely manner
• Ensures reservations are properly detailed and guest profile database is properly maintained
• Strong knowledge of high end luxury agencies and their respective programs
• To respond to any guest or customer concerns and ensure solutions are in the best interest of the guest and the hotel
• Research and process travel agent commissions.
• To delegate and monitor the progress and completion of all work
• Participate in department colleague engagement action planning
• Support Director of Revenue in proactive and accurate maintenance and management of all systems: Opera PMS ORS Ideas RMS OTA Extranets.
• Champion relationship with GRC and ensure call center is properly equipped with relevant and current hotel information.
• Achieve exceptional guest service and employee satisfaction results.
• Ensures a clean and safe working environment in accordance to health regulations and the hotels health and safety program.
• Adheres to all Brand Environmental policies and procedures.
• Responsible for completion of daily Reservations check list and any and all SOPs related to it
• Ensure daily communication between Reservations and Front Office regarding inventory and Group/Convention arrivals.
• Attend the weekly Resume Meeting and ensure all details are noted appropriately in PM in advance of arrival when Reservations Coordinator is unable.
• Ensure that inventory - brand availability and overbooking parameters are monitored
• Conduct weekly test calls of GRC team to ensure quote in line with strategy and knowledgeable about hotel
• Assists with set up of Groups for on line booking via Passkey
• Answer phones and handle inquiries about hotel (includes general reservations email box)
• Assist the DRM with regular checks for CRS maintenance and trouble shooting
• Monitor reservations for special or VIP arrivals including but not limited to Global Reservations Agents and Sales Colleagues at sister hotels
• Monitor Nor1 upgrades and award when possible.
• Go through arrivals 3 days out to ensure reservations are set up properly (billing special requests noted and actioned)
• Crosscheck Expedia arrivals
• Crosscheck arrivals
• Crosscheck ResaWeb arrivals
• Attend Block Pickup meeting and action any notes
• Attend scheduled pre-convention meetings as necessary

Qualifications :

Education & Experience:

• 2 years of prior experience in a related position in a luxury 5 star hotel preferred
• College degree in hotel or business administration highly preferred

General Requirements:

• General knowledge of the principles and practices within the Revenue Management/Sales & Marketing profession
• Must possess communication skills in terms of the ability to negotiate convince sell and influence others
• Ability to make decisions with only general policies and procedures for guidance
• Strong computer literacy particularly with Opera OTA extranets and Microsoft Office
• Must effectively adhere to strict daily/weekly/monthly deadlines.
• Extensive proficiency in Excel Word and PowerPoint required and ability to manipulate data essential
• Strong knowledge of Forbes Standards and ability to coach team in achieving 5-star standards
• Attention to detail required.
• Ability to operate in a team environment.
• Excellent written and verbal communication skills
• Excellent interpersonal skills and demonstrated maturity.
• Ability to manage multiple tasks and responsibilities at once.

Additional Information :

• Hourly Range: $27.81/Hour - $30.90/Hour
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical dental vision and life insurance. 
• Personalized development opportunities across Accors extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities

Remote Work :

No

Employment Type :

Full-time