What are the responsibilities and job description for the Reservations Coordinator position at Remington Hotels?
Position Summary:
The AYS/One Touch Supervisor oversees the daily operation of the One Touch/Reservations staff, ensuring that the guests are being served in a friendly, professional and courteous manner.
Core Responsibilities:
- Ensure proper staffing levels of Reservations associates, including interviewing, hiring, supervising, training and scheduling Reservation/One Touch agents.
- Have complete understanding of Reservation/One Touch staff¡¦s roles and duties and be able to perform duties at any given time. - Accurately manage and operate the SMS/OPERA/MICROS system at the front office, including all daily transactions and those which are not performed often.
- Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction in each interaction.
- Be aware of and informed of all hotel activity daily, including banquet events, restaurant hours of operation, as well as local nearby events or activities, to assist guests, as well as manage operational fluctuations.
- Work in a cooperative and friendly manner with fellow associates.
- Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter.
- Perform any reasonable request as assigned or directed by management.
Qualifications:
Knowledge, Skills, and Competencies:
High work ethic and self-initiative
Demonstrate proven decision making and problem solving skills
Ability to calmly work with high demand and/or upset guests
Regular attendance according to established guidelines
May be required to work varying schedules to reflect the business needs of the property
Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times
Physical Requirements:
Stand, sit and walk for varying lengths of time, often long periods of time
Excellent communication skills, both written and verbal, including in high pressure situations
Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
Know and be able to administer first aid
Direct evacuations in an emergency