Reservations & Group Sales Coordinator

BASIC FUNCTIONS

The Reservations and Group Sales Coordinator ensures that the reservation process is promoting quality and service to the guests with efficiency and professionalism.

CORE COMPETENCIES  

Customer service/relations, decision making, teamwork, work methods, innovation, leadership, creativity, empathy, empowerment, technical/software competency.

QUALIFICATIONS – EDUCATION, KNOWLEDGE, TRAINING & WORK EXPERIENCE

• MUST HAVE MINIMUM OF ONE YEAR EXPERIENCE WITH OPERA
• High school graduate or equivalent.
• Minimum two years’ experience in front desk, reservations, or sales coordinator.
• Knowledge of basic computer programs and platforms, to include Office 365
• Minimum typing skills of 40 words per minute.
• Minimum One-year supervisory experience in reservations or front desk.

ESSENTIAL FUNCTIONS

• Excellent communication skills and professional interaction with guests/team whether email, phone or in-person.
• Strong organizational skills, detail oriented and excellent follow through with tasks.
• Responsible for reservations for transient/group guests calls, and request through on-site managers.
• Knowledgeable of all aspects of the hotel facilities and area attractions
• Handle all transient and group routing, credit card authorization forms, routing, and folio request. 
  • Sertifi
• Supporting Complex Director of Call Center when needed:
  • Building new group blocks
  • Group notes
  • Setting up group billing/routing
  • Attend Pre-con meetings when required as directed
  • Noting special request for group guest or VIP’s and more as directed
  • Bring any inventory or group block challenges to the attention of Director of Call Center/Director of Sales & Marketing
• Reconcile monthly commission for Online Travel Agents (OTA)
• Rooms Control: Balance room type inventory, pre-block VIP guest or special request.
• Manage Nor1 request weekly
• Manage Reservation email requests and inquiries
• Activate “manual system” in the event of system downtime.
• Handle all guests’ special requests in a professional manner following Our Town Hospitality standards
• Complete as directed and to specifications, all necessary projects, tasks within specified deadlines.
• Support and complete tasks for the overall success of the reservation and sales department.
• Assisting Front Desk with access to channel manager platforms for any Failed to Interface reservations
  • Synxis, Expedia, Booking.com, RCI, Hopper, Hotwire and HotelTonight

MARGINAL FUNCTIONS

• Opening service ticket for any updates need on the systems used for reservations.
  • Navis Support Helpdesk support@thenavisway.com
  • RCI rental.inventorychange@rci.com
  • Nor1 Support support@nor1.com
• Cross training associates in Front Office.
• Constantly monitor reservations booked for accuracy.
• Supervise all associates in the absence of the Front Office Manager.
• Be empowered to decision making in the absence of the Front Office Manager.
• Assist with reports in the absence of the Front Office Manager.

ENVIORNMENT

Indoor office setting with a desk, file cabinets, computers, telephones and with brightly lit florescent overhead lights. Comfortable ventilation with little circulation of air.