• Determine work procedures, prepares work schedules, and expedites workflow of subordinates; assign duties and examines work for preciseness, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
• Adjust errors and responds to concerns.
• Keep records of room availability, rates, etc.
• Make, confirm and cancel reservations, usually over telephone, fax or other reservation system.
• On a daily basis, complete travel agent commissions, block rooms for V.I.P.’s, and “sets the house” (balances and assigns rooms).
• Track and bill “no-show” guests.
• Understand and enforce hotel and company credit policies.
• Utilize yield management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
• Other duties as assigned.
• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
• Know the layout of the hotel including all room types, suites and meeting rooms.
• Have a complete working knowledge of the reservation functions in the hotel.
• Be aware at all times of the selling status of the hotel.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
• Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
• Balance shift audit and run necessary reports daily.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
• Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.
• Plan and participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
• Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
• Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
• Assist with inputting weekend third party reservations such as internet and wholesale.
• Perform daily office duties and any other projects assigned by managers.

Skills