Reservations Coordinator

Reservations Specialist

As a Reservations Specialistyoull serve as a knowledgeable and welcoming point of contact for guests providing personalized recommendations arranging reservations and assisting with special requests. Your goal is to enhance the guest experience through exceptional service attention to detail and local expertise. This role is perfect for someone who is personable resourceful and passionate about hospitality.

Process all reservation requests changes and cancellations received by phone fax or mail. Identify guest reservation needs determine appropriate room type and verify availability of room type and rate. Explain guarantee special rate and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.

ESSENTIAL FUNCTIONS:(include the following. Other duties may be assigned.)

Oversee accuracy of group room blocks and reservations.

Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact Sales Department or Front Desk.

Input group rooming lists using reservation systems (e.g. MARSHA Fidelio OPERA).

Keep organized files of all groups for easy and accurate reference for an event.

Revise room blocks in the reservation system (e.g. MARSHA Fidelio OPERA) to maintain the required number of available rooms after rooming lists are entered.

Set-up proper billing accounts (i.e. share-with room/tax/incidentals tax exempt direct/special billing group bookings) according to Accounting policies.

Accommodate and document special requests in an accurate and efficient manner.

Verify all reservation information with callers to ensure accuracy.

Assign confirmation/cancellation numbers and clearly relay this information to callers giving them the option of emailing and/or faxing these numbers.

Explain guarantee and cancellation policies to callers.

Answer guest questions about property facilities/services (e.g. hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants special events).

Describe room accommodations and benefit feature sale amenities to guests.

Communicate information regarding designated VIP reservations including VIP name company and title to upper level management.

Determine the most appropriate room type to meet guest requirements and maximize room rate.

Identify repeat guests using appropriate codes.

Use sales techniques when assisting guests in making reservations including personalizing calls obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days.

Identify guest reservation needs by asking open-ended questions to obtain all necessary information including enrollment in Marriott Rewards program.

Process all reservation requests changes and cancellations received by phone fax or mail.

Verify availability of room type rate and occupancy before confirming any reservations.

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).

Inform guests of rules and regulations regarding qualifying rates (e.g. government and special corporate rates and discounts).

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.

Each associate is expected to carry out within their capabilities all reasonable requests by management.

SPECIFIC JOB KNOWLEDGE SKILLS AND ABILITIES:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of organization.

Ability to calculate figures and amounts such as discounts interest commissions proportions percentages area circumference and volume.

Ability to apply concepts of basic algebra and geometry.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Education & Experience

Hotel experience is always a plus! Applicants should have

• A combination of education and experience

What Youll Need to Succeed

• Eligible to work in the United States
• Ability to read write and communicate effectively in English
• Ability to sit stand bend kneel and lift as requiredwith or without reasonable accommodations
• Availability to work a flexible schedule including evenings weekends and holidays if needed
• A warm professional demeanor that reflects HVMGs Culture of Excellence
  
  

This position may require a varied schedule including evenings nights weekends and holidays. Please share your scheduling needs.

Why Our Associates Love HVMG

• Career growth opportunities across our nationwide portfolio
• Flexible scheduling
• Access up to 40% of your earned wages before payday with PayActive
  
• Paid Time Off (PTO) and Paid Holidays
• Full healthcare benefits: medical dental and vision
• 401(k) with guaranteed 4% match and no vesting period
• Exclusive hotel and food & beverage discounts

About HVMG

Our Be Excellent culture is more than just words on a website -- we live and breathe it. As one associate said in an anonymous survey This is the best management company Ive ever worked for. They walk the talk from the corporate office to the field.

We believe that the hotel business is one of the few industries in which successful career paths can start anywhere on the org chart. You control your destiny and if our executives are any indication todays dishwasher can be tomorrows Senior Vice President.

The above job description is not an exhaustive list of all the duties and responsibilities of the position nor should it be construed as a contract.

HVMG is an equal opportunity employer. We will not discriminate against employees or applicants for employment on any basis prohibited by federal state or local laws. This policy governs all aspects of employment including selection job assignment compensation promotion discipline termination and access to benefits and training.