Reservations Coordinator

Who We Are

We love what we do and what we do is important!  We believe that everyone should leave feeling better – this means not just our guests, but also our teammates.  Everyone should go home feeling better because they learned something new, or had fun working that day.  Therefore, we hire unique individuals who work together to create amazing experiences for our guests.  We recognize that every member of the team contributes to the success of the whole hotel.  No one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guests.

Your Mission

Should you decide to accept it…

We want someone who thinks outside the box.  Our Belief Statement starts with “We love what we do and what we do is important.”  Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you.  We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm, and truly remarkable service.  We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices.  Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes, and specifications implemented by the Director of Revenue

The Nitty Gritty

What exactly you will be doing…

To help you understand your role in working for a world-class organization, the following is a list of your essential job responsibilities.  Please keep in mind that this list is not all-inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• Use yield management policies to maximize revenue and occupancy via reservation sales.
• Review Arrivals detailed report, note VIP’s special requests, and communicate accordingly.
• Coordinate the arrangement of room assignments to specific requests, length of stay, and or VIP status.
• Manage distribution email inbox to assist with all requests and inquiries from guests, travel agents, and the sales team.
• Review all inbound reservations, detailing for packages, monitoring for duplicates, and processing deposits.
• Process reservations from the Sales Team.
• Reconcile monthly Travel Agency Commissions.
• Liaise with Front Office Team and Revenue Management to attain perfect sells.
• Be creative and think outside the box to create memorable experiences for our guests.
• Handle rooming list entry including awarding contractual concession assignments and establishing accurate billing.
• Utilize interpersonal skills to communicate with group contacts or the Sales Team regarding room block issues/concerns, cut-off dates, special needs/requests, distribution of rooming lists. 
• Anticipate group needs whenever possible and alert groups in advance to sold-out dates over group block or sold-out pre and post-dates to eliminate surprises at the time the rooming list is submitted.
• Recognize and manage group requests that fall outside of the contracted room block in a professional manner, communicating these requests to Revenue Management and Group Sales.
• Review resumes, detailing groups for accuracy, special needs and VIPs as appropriate to each group.
• Create rate codes, update and maintain records of all rates and rate configuration in the CRS and PMS.
• Prepare weekly and monthly revenue management reports.
• Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments. 
• Use excellent communication skills with guests & staff including verbal, written, and body language.
• Highly organized, anticipating needs, and over-delivering wherever possible.
• Provide a unique and personal reservations experience for every single guest or potential guest while following company policy and service standards.
• Support the Sales Team by setting up rate codes, profiles, booking links, monitoring cutoff dates, rooming list entry, special requests and billing.
• Effectively communicate any pertinent info to the proper department and ensure open and productive communication is consistently practiced.
• Participate in daily RevMax/Reservations team meetings as well as weekly interdepartmental meetings as assigned by DORM.
• Prepare all reports and information necessary to actively participate in the weekly meetings.
• Receive all definite and tentative group bookings and ensure that each booking is accurately reflected in the PMS to guarantee accurate numbers as well as smooth booking for clients.
• Receive and process all revisions to group bookings in the PMS and other external systems.
• Assist in the maintenance of any software programs that contribute to the management of room revenue and guest requests, including HMS, Alice, Duetto, Delphi, SynXis and all extranets.
• Work closely with the Director of Sales & Marketing, the Director of Revenue, and the Front Office Manager to ensure their departmental objectives and responsibilities to The Hotel Management Group are met without having a negative impact on total room revenue.   This is with special attention to Corporate Marketing Programs, Special Promotions, and Know customers, Local Negotiated Accounts and Corporate Negotiated Accounts.
• Monitor and communicate fluctuations in occupancy to operational departments so they can effectively manage staffing requirements and increase efficiency.
• Perform other duties as assigned.

What Qualities Are We Looking For?

You got skills?  If you are able to perform the following, then you have come to the right place…

• Carrying or lifting items weighing up to 10 pounds
• Report to designated shift in assigned attire on time (if applicable)
• Flexibility to work different shifts, including on the weekends, holidays, and nights.
• Computer skills.   PMS, CRS, Delphi, Microsoft Office, Email 
• Customer service and teamwork are two of the most critical skills desired for this position.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand and the Company
• Understanding of microeconomics as it applies to hotel business
• Demonstrate the understanding and ability to assist in the execution of effective hotel pricing concepts, yield management optimization, and selling strategies, and the ability to determine which concepts to apply in given market conditions.
• Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
• Ability to travel to attend workshops, specialized training, and or certifications.
• May be required to work nights, weekends, and/or holidays.

Background Must Have

• Current, legal, and unrestricted ability to work in the United States
• High school or equivalent education required
• At least one year of hotel or reservation experience
• Ability to clearly and pleasantly communicate in English
• Proficient in MS Word, PowerPoint, Outlook and Expert in MS Excel
• Mathematical skills – Basic
• Strong reading and writing abilities are required