Scope:

Reports to Director of Sales and Marketing and Director of Revenue

• Responsible for support provided to Sales and Catering/CS Manager well as contributions detailed below

Essential Functions

reservations support – general

Provide Reservations Support To For Hotel:

1. Create group SRPs from definite bookings provided by the Sales Department
2. Input reservations for crew / permanent contracted rooms from manifests provided
3. Provide support to Sales, Catering and Convention Services teams as related to groups and reservations. (Includes the input of reservations, rooming lists, provide group pickups, block rooms, etc.)
4. Attend weekly resume and pick-up meetings
5. Attend Weekly Operations Meeting
6. Handle calls and requests from guests, clients and coworkers as related to reservations in a friendly and professional manner
7. Answer phones and process Lead Assignment
8. Input and retrieve data with routine difficulty using a computer reservations system and utilizing codes for efficiency
9. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
10. Process credit card authorizations as needed
11. Review arrivals each day one week out to check for guest’s with multiple room reservations to reduce the possibility of duplicate reservations and to be able to manage the overbooking
12. Contact guests to verify room types needed when room type is oversold
13. Process faxes, post checks and maintain neat and consistent filing system for booking recaps
14. Train on processing Nor1, No Show / Cancellations / Early Departures processing as backup for the Front Office
15. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out
16. Be prepared to assist GM, Director of Sales, Director of Revenue with requests for reports, etc
17. Be prepared to assist other departments as business levels demand (i.e. Front Desk, Guest Services, Sales Administration, etc.)
18. Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor

Knowledge, Skills & Abilities

Experience: No prior experience required. Prior communications, reservations, hospitality and / or computer experience preferred.

Language Skills:

Read, write and speak English fluently. Ability to communicate effectively and professionally with other business departments, guests and vendors. This individual must demonstrate the ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Technical Skills:

Computer skills, including spreadsheets, word processing and email.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, report or schedule form.

Other Skills & Abilities:

Experience in meeting deadlines and multiple priorities of business demands as required. Possess basic knowledge of business contracts. Able to work with general supervision. Operate office equipment such as, but no limited to, printers, fax machine and copiers.