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Form of workJob Description
The Sales and Reservations Coordinator will work closely with Director of Sales, Director of Marketing, Sales Events Team, Guest and Prospective Clients. Will also support group reservations to assist in the coordination of activities that will ensure events are properly organized, assigned room blocks, secure payment and serviced. Also expected to give accurate information pertaining to hotel activities and layout, to be familiar with the hotel computer system, and to maintain open communication with Guest Services and sales staff.
Position Responsibilities and Qualifications:
Education & Experience:
- High School diploma or GED certification and/or experience in a hotel or a related field preferred.
- Strong computer skills and financial knowledge required.
- Hotel and reservation software knowledge preferred.
- Ecommerce experience a plus.
- Previous customer service experience preferred.
Physical Demands:
- Long hours sometimes required, including nights and weekends.
- Light work-Exerting up to 20 pounds of force occasionally, and /or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Required Competencies
- Must be able to convey information and ideas clearly, both oral and written.
- Must work well in stressful, high-pressure situations.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
- Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
- Must be able to prioritize departmental functions to meet due dates and deadlines.
- Must be able to work with and understand financial information and data, and basic arithmetic function.
- Can be required to work nights and weekends.
Responsibilities may include any and all of the following:
- Assist Regional VP of Sales, Director of Sales and Marketing and Sales Managers.
- Approach all encounters with guests and team members in a friendly, service-oriented manner.
- Regular attendance is required in compliance with RCMI standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes proper dress and correct nametag when working.
- Comply at all times with RCMI standards and regulations to encourage safe and efficient hotel operations.
- Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
- Providing a positive first impression and point of contact for callers and guests while providing administrative
- Support services to Sales and Event Team.
- Amenities (printing designated cards for Meeting Planners & VIP’s, amenity request forms and distributing copies to F&B) Providing kitchen with forms to create the amenity as per protocol.
- Actualize Group Rooms
- Ensure proper verbiage used when answering the phones and selling hotel rooms.
Responsibilities cont’d:
- Book reservations for individuals, crew and/or groups that are requested either by phone, e-mail or from within the hotel.
- Thorough knowledge using the reservations system; process reservations from the Sales Department, Corporate Sales Department, Reservations Centers or Travel Agencies/ Wholesalers.
- Upsell where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible.
- Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the brand system.
- Provide accurate information about the city and the surrounding attractions when asked by guests; mail or email, hotel-specific information sheets and brochures to guests as requested.
- Stay abreast of current rates, rate changes and all promotions.
- Run daily reports such as Arrivals Report, Cancellation Report
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
- Build groups and enter reservations into the hotel computer system on a timely basis for Group, BT, Crew and individual reservations.
- Be familiar with hotel layout and amenities and benefits offered.
- Call around for occupancy of competing hotels.
- Process advance deposits/balance sheet.
- Work with OTA partners to respond to requests, charge no shows and ensure proper bookings.
- Perform other duties as requested by management.
- Attend meetings/training as required by management.
