VIP Guest Reservation Agent

Job Summary

The Reservations Coordinator is responsible for providing the highest level of service for all incoming guest reservations, maximizing room revenue through management of the room inventory and pricing strategy, and maintaining all guest CRM and sales databases.

Reporting directly to the General Manager, the VIP Guest Relations Manager is responsible for incoming guest reservations and providing the highest level of guest service. The ideal candidate will have previous experiences in the luxury hotel market working with VIP clients through pre-arrival and throughout the duration of their stay.

Essential Functions

• Responsible for managing direct inquiries and reservations through completion.
• Maintain complete knowledge at all times of:
  • all hotel features, services, and hours of operation
  • all room types, numbers, layout, decor, appointments, and location
  • all room rates, special packages, and promotions
  • daily house count, and expected arrivals and departures
  • room availability status for any given day
  • all VIPs guests, special requests or any in-house guest concerns or issues
  • in-house guest list and be familiar with guests' names and room locations
  • scheduled in-house group activities, locations, and times
  •  
• Conduct pre-arrival communication and gathering all pertinent guest information
  • Arrival and departure times, methods
  • All guest names and ages if applicable
  • Ascertain if celebrating special occasion
  • Any personal dietary restrictions or preferences
  • Any additional special requests (pillow type, ADA access, feather free)
• Building and maintaining relationships with guests and with third parties representing guests (travel agencies, personal assistants, concierge teams, etc.).
• Capture accurate guest details and preferences on guest stay and communicate to operational team in advance of arrival.
• Ability to identify key VIPs and contacts.
• Action the arrivals reports, guest preferences, welcome amenities and ensure the operation team is communicated on special requests, guest movements, etc.
• Prepare weekly, monthly, quarterly, and annual reports as required.
• Assist the VIP Guest Relations Manager in collecting and inputting client/guest account data.
• Audits of CRM systems to ensure accurate account data.
• Organize and participate in appropriate site and familiarizations as needed.
• Conduct site tours when requested by VIP Guest Relations Manager.
• Attend sales and industry events/ initiatives as needed.
• Implement directives as outlined from VIP Guest Relations Manager and Hotel Manager.
• Any other duties as assigned by VIP Guest Relations Manager or Hotel Manager.
• May have to assist operations team and/ or cover operational shifts as needed.

Qualifications

• High school diploma required. Degree in hospitality management preferred.
• Prior experience as concierge, front desk agent, reservations or sales coordinator in luxury hotel brand preferred.
• Knowledge of PMS or CRM systems and Microsoft Office programs. Experience with Opera, StayNTouch, Saleforce and Cendyn preferred.
• Ability to learn, utilize and communicate effectively via company issued MacBook and iPhone.
• Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) is a bonus.
• Must be customer-service oriented and have excellent hospitality skills.
• Ability to develop relationships with all levels of clientele and interact with people from different cultures and backgrounds.
• Astute attention to detail.
• A passion for exceeding client expectations.
• Highly organized, results-oriented with the ability to work well under pressure.
• Excellent written, verbal, and interpersonal communication skills essential.
• Strong negotiation skills.
• Computer literacy in various applications
• Positive attitude and supportive, team-based approach towards the attainment of the hotels short- and long-term goals.

Working Conditions & Physical Requirements

• Significant portions of day require prolonged sitting, repetitive hand, and finger motion. Ability to visually review documents and computer screen throughout the day.
• Ability to sit, walk or stand for extended periods of time during course of shift. May need to exert up to 50 pounds of force occasionally, and/or
• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
• Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.
• Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.