Reservations Coordinator

About this job...

This position will be responsible for managing the reservation process at Hutton Hotel. The Reservations Coordinator will report to the Front Office Manager and also support the business travel and leisure reservation processes. The role will assist the Director of Sales and Catering, Area Revenue Manager, and the Business and Leisure Sales team in their daily duties pertaining to the reservation process.  Daily duties include answering phones, making reservations, and communicating details to all departments to ensure guests have a successful and pleasurable guest experience.

What you'll be doing...

Job Requirements

• Answer incoming calls and direct them to guest rooms through the telephone console or to hotel personnel or departments as requested.
• Answer incoming reservation calls and Make / Change / Cancel /reservations.
• Liaise with the Sales and Revenue Team— the Director of Sales and Catering, the Area Revenue Manager and the Front Desk Team with the reservation process.
• Understand the reservation process from beginning to departure.
• Maintain positive guest relations at all times with internal and external guests
• Speak clearly, distinctly, and with a friendly, courteous tone utilizing luxury language
• Use listening skills to put callers at ease quickly
• Obtain accurate and complete information from the callers
• Adheres to First Hospitality’s Mission, Vision and Values.
• Adheres to Forbes standards set forth by the Hutton Hotel leadership team
• Adheres to LQA standards
• Able to perform job functions with attention to detail, speed, and accuracy.
• Able to prioritize and organize work.
• Handle mail and correspondence.

Specific requirements related to the reservation process

• Process confirmations as needed.
• Enter and maintain leisure and business reservations in the PMS system.
• Maintenance of business travel and wholesale rooms to release room types is not required for room pickup.
• Upkeep and maintenance of complete, detailed Business and Leisure Travel files for all documentation regarding the transactions and notes pertinent to the account.
• Verification of the VIP arrival, ETA, billing, arrival and departure dates, and room types based upon resumes prior to the weekly revenue meeting (if needed)
• Ensure that VIP reservations have the proper information to be recognized at the daily operations line up so guests receive the attention to detail that is required and requested.
• Monitor Reservations email inbox daily or more often as needed.
• Process reservations accurately and in a timely manner.
• If there is a smaller block for VIPs, double-check the rooming list for accuracy.
• Pre-block all leisure and business travel need for suites or connecting rooms.
• Ensure all billing, routing, master accounts, and A/R accounts are set in compliance with Hutton SOPs.
• Follow all Hutton Credit Policies.
• Working with the revenue team, control suite inventory and specialty rooms according to suite request policy.
• Assist the Business Travel & Leisure sales team and Area Revenue Management on any changes in Business Travel or wholesale pickup that would affect sales strategies.
• Work with the selling strategies established by the Area Revenue Management.
• Check daily arrivals to ensure accurate reservations, VIP status, and amenity requests.

Specific requirements for answering incoming calls

• Answers incoming calls in friendly, courteous manner using luxury language
• Directs calls to guest rooms, staff, or departments through the PBX system
• Receives guest messages and delivers the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand telephone operator board, or PBX switchboard, operations.
• Understand what action to take when an emergency call is required.
• Monitors automated systems, including fire alarms and telephone equipment, when the engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette designated by First Hospitality, LQA and Forbes.
• Trains or assists with training new telephone operators in the performance of job duties.
• Multitasking ability is required.
• Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events.

Qualifications:

• Strong communication and selling skills
• Knowledge of keyboard skills.
• Must be able to analyze situations and make decisions that meet and exceed the expectations of hotel.
• Ability to learn and master multiple software systems and PMS systems
• Strong working knowledge of Microsoft Excel.
• Must be organized with the ability to handle multiple tasks.
• Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting environment is preferred.
• Maintain a professional business appearance, attitude, and performance.
• Must be able to work a variety of shifts if needed, but primarily Monday through Friday is preferred work shift.
• Knowledge of centralized telephone systems.
• Skills in the operation of telephone equipment.
• Skills in dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.
• High school graduate or equivalent.
• Must speak, read, write, and understand the primary language used in the workplace.
• Must be able to speak and understand the primary language used by the guests who visit the hotel.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.

Benefits...

• Free Parking
• Complimentary Meals
• Growth Opportunities
• Fun and Energetic Work Environment
• And More...

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.