Job description
Job Summary
This position will support the Reservation Manager, Director of Revenue and Conference Services Managers by providing prompt courteous and efficient handling of all requests for guest room reservations, changes, cancellations, billing and customer needs at the resort.
Essential Functions
- Ability to model all hotel standards, policies, and procedures
- Ability to prioritize and organize work assignments
- Ability to effectively model the hotel’s visionary and unrivaled culture
- Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
- Ability to maintain confidentiality of all guest and hotel information
- Ability to effectively sell the property personally
- Ability to read and interpret relevant reports and other sources of data
- Ability to effectively measure self performance and devise appropriate action steps to achieve desired objectives
- Ability to effectively interact with all levels of associates within the hotel
- Ability to perform all required job duties within the department and scope of the position
- Ability to scan data entered to ensure accuracy of records, self audit and audit other’s work
- Ability to perform clerical and/or administrative work as necessary
- Recommend and implement (if appropriate) new and improved procedures to enhance and expedite
- Ability to quickly respond to emails with impeccable communication.
- Assisting Sales & Marketing team with coordinating VIP reservations, marking their correct VIP code in their pro file, and ensuring the entire hotel staff is aware of any special needs.
- Ability to input group rooming list, and create a customize weblink through Passkey.
- Assisting the Planning team with any rooming lists changes/additions/cancellations.
- Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
- Ability to complete logs and reports accurately and expediently
- Ability to endure physical movements in carrying out job duties
- Maintain complete knowledge of all hotel services/features and hours of operation
- Maintain knowledge of corporate guidelines, initiatives, and requirements
- Maintain high level of knowledge of the competition’s product
- Attend and actively participate in designated internal or other work related meetings
- Work effectively with all departmental vendors, portfolio properties, and corporate office members
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
- Identify (suggest to key management), participate in, incorporate, and utilize/implement training to improve customer service and office quality and efficiency
- Ability to create and distribute departmental reports
- Other duties may be assigned by the Director and Assistant Director of Revenue Optimization, Tele-Sales Supervisor, Corporate office, or senior member of management
- Create, manage, maintain, audit, modify, and input group information with accuracy in accordance to the departmental policies and procedures, including group checklist and contractual stipulations
- Work cohesively with the Sales and Conference team to ensure accuracy and a superior guest experience
Other Duties
- All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed associates.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Working Conditions & Physical Requirements
Physical Effort:
Significant portions of day require prolonged sedentary work. Ability to visually review documents and computer screen throughout day.
Physical Environment:
Ability to walk or stand for extended periods of time during course of shift.
Manual Skills
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:
Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
Safety:
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
Qualifications
Education:
High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.
Experience:
Prior experience within a four star hotel brand preferred.
Computer Skill & Other Technical Skills:
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Nextel phones, etc).
Communication:
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications:
n/a
Other:
Must be customer-service oriented and have excellent hospitality skills.
Must be able to calculate basic mathematic functions.
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