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Reservationist

To provide pre-arrival services to our hotel and restaurant guests/patrons including room merchandising, reservation and room assignment activities, selling additional services such as restaurant reservations and spa treatments, pre-arranging guest activity requests, and cross-selling. To be familiar with and comply with Mirabel Hotel & Restaurant Group’s Mission and Service Standards as well as Relais & Chateaux’s standards in performing all key areas of accountability and other essential duties and responsibilities for all of our properties.

Key Areas of Accountability:

• Answer and handle all incoming telephone calls efficiently and accurately according to Mirabel Standards.
• Make and confirm room reservations according to each hotel’s standards utilizing rooms merchandising techniques.
• Make and confirm dining reservations according to each restaurant’s standards.
• Have extensive product knowledge of each of the properties and services in order to effectively service guest needs and effectively sell our services.
• Be familiar with all packages, promotions, events and advertising that a guest may call in reference to.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions.
• Ensure guests are advised of policies and deposit requirements.
• Offer and make pre-arrival arrangements for restaurant reservations, spa treatments, transportation, entertainment and any other guest requests.
• Keep familiarity current with Market Segments and Sources, Rates, Packages and Promotions.
• Communicate effectively with management and fellow employees.
• Adhere to and promote the Relais & Chateaux Mission Statement/Objectives.
• Adhere to and promote the Mirabel Hotel and Restaurant Group Service Standards.

• Complete Daily Tracking Reports & Checklists.
• Follow up on all Internet Bookings, assign room numbers, charge deposits, update notes, send e-mails or call by phone to sell dinner reservations or spa services and anticipate guest needs.
• Keep familiar with and be able to close out or manage third party reseller sites as assigned.
• Able to research past guest history and answer billing questions.
• Assist with training new front desk staff or reservationist as assigned.
• Handles Expedia or other reseller sites billing as assigned.
• Assist Reservations Manager with other responsibilities related to group reservations, revenue management, and restaurant book maintenance.

Other Duties and Responsibilities:

• Attend all mandatory staff meetings and training sessions.
• Be familiar with and comply with the Drug-Free Workplace Policy.
• Transmit and receive telephone messages.
• Complete Daily Tracking Reports & Checklists.
• Follow up on all Internet Bookings, assign room numbers, charge deposits, update notes, send e-mails or call by phone to sell dinner reservations or spa services and anticipate guest needs.
• Demonstrate loyalty and trustworthiness to the entire Mirabel Hotel & Restaurant Group.
• Complete special projects as assigned by the Reservations Manager.