Guest Reservations Coordinator

Property Info

The Hilton Denver Inverness is an inviting suburban hotel and conference center that is devoted to creating memorable experiences for our guests, associates, owners and community. Offering a remarkable array of leisure amenities, the hotel is a true community resource and ideal setting for all of the key events in our guests’ business and personal lives. The Hilton Denver Inverness provides associates with a variety of enriching benefits as well, including paid training, discounted spa and golf rates, and Hilton travel benefits.

Age requirement for this position: 18+

Full job description:

Job Category Guest Reservations Coordinator - $20.00
Location: The Inverness Denver, a Hilton Golf & Spa Resort
Schedule: Full Time – Tuesday to Saturday
Located Remotely? N
Relocation? N
Position Type Non-Management

Application Deadline: July 30, 2024, or until the position has been filled.

As a Guest Reservations Coordinator, your primary responsibility will be to answer inbound calls from guests. You will be assisting them with booking their travel dates, general questions and/or confirming their upcoming reservation through our central reservation system. The position requires that you maintain a high-level of customer satisfaction, in addition to addressing any escalated customer service issues that may arise. As part of the Reservations Sales Team, you will be helping to deliver on our arrivals, increase revenue for the department and guarantee tour volume for the resorts.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending Account
• Health insurance
• Paid time off
• Vision insurance

POSITION SUMMARY:

-Process all reservation requests, changes, and cancellations received by phone, fax, or mail.

-Identify guest reservation needs and determine appropriate room type.

-Verify availability of room type and rate.

-Explain guarantee, special rate, and cancellation policies to callers.

-Accommodate and document special requests.

-Answer questions about property facilities/services and room accommodations.

-Follow sales techniques to maximize revenue.

-Input and access data in reservation system.

-Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

-Follow proper escalation procedures when addressing guest concerns.

-Follow all company policies and procedures

-Ensure uniform and personal appearance are clean and professional

-Maintain confidentiality of proprietary information

-Protect company assets, privacy and security of guests and coworkers.

-Welcome and acknowledge all guests according to company standards

-Anticipate and address guests’ service needs

-Assist individuals with disabilities and thank guests with genuine appreciation.

-Speak with others using clear and professional language

-Answer telephones using appropriate etiquette.

-Develop and maintain positive working relationships with others

-Support team to reach common goals; listen and respond appropriately to the concerns of other employees.

-Comply with quality assurance expectations and standards.

-Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

-Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS:

Education: High school diploma or G.E.D. equivalent. 

1+ years of customer service, reservations, or equivalent experience a plus. 

1+ years of call center experience preferred. 

Proficient working with Microsoft Office is preferred. 

Sales experience highly preferred. 

License or Certification: None

The pay for this position is $20.00 per hour.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.