Job Description

To ensure all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments. Ensure prompt, courteous and efficient handling of all requests by both guests and colleagues. Assist with guestroom reservations including changes, cancellations, processing travel agent commissions, responding to travel agent inquiries, managing guestroom inventory, and reviewing reservations for accuracy and hotel preparedness

• Ensure that all incoming calls are responded to within 3 rings, using correct salutations and telephone etiquette
• Process all reservations requests, changes and cancellations received by phone, e-mail, internally and through global reservations center (GRC), travel agencies or group planner
• Ascertain caller’s needs through open-ended questions
• Describe room accommodations and all amenities
• Obtain all necessary information to book a reservation
• Accommodate special requests and designate by notation in Opera Cloud
• Access guest history records to best service guests
• Maintain accurate information in guest history files
• Promote special offers to callers requesting reservations on designated date
• Verify availability, suggest alternate dates for fully committed dates
• Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
• Verify all reservation information with caller to ensure accuracy
• Input correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, traces).
• Process confirmation letters
• Initiate deposit refunds for canceled reservations
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
• Review group turnovers, room blocks and ensure that group reservations are made against the room block
• Ensure group rooming lists are input in a timely manner
• Monitor group cut-off dates to ensure rooms are released to inventory after cut-off date passes
• Review group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent information
• Attend weekly resume meetings
• Compile and maintain information for daily/weekly/monthly reports
• Monitor group reservation activity and communicate status with Sales Department during weekly pickup meetings
• Conduct basic training for new staff
• Work closely with other departments to effectively accommodate guest special requests and amenities
• Process Travel Agent Commission batches weekly and research past-due commission claims
• Action OTA and Wholesale bookings, changes, and messages through FIT emails and extranets. Update Extranet with cancellations and no shows
• Monitor hotel inventory to ensure stay-through availability and upsell opportunities
• Apply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenues
• Review Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests and requirements, and potential VIPs
• Review cancellation and no show daily and post charges when appropriate

Qualifications

• QUALIFICATIONS:
• · Diploma or Degree in Hotel/Hospitality Management an asset
• · Previous experience with CRM (Opera) and (Opera CRS) systems
• · Fluent in English, with excellent communication skills (both verbal and written)
• · Fluency in a second language, preferably Spanish an asset
• · Strong interpersonal communication skills and problem solving abilities
• · Proficiency in Microsoft Office Applications including Excel necessary
• · Ability to suggestively upsell products and services
• · Ability to create and maintain organized records of customer information and data
• · Intermediate mathematical skills
• · Proficiency with computers and electronic equipment
• · Expertise in Microsoft Office Applications including Excel

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted room rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities