Job Summary
The main responsibility is to assist in managing group blocks, reservations and inventory as it relates to reservations functions at all properties for Mainsail.
Essential Functions
CORE WORK ACTIVITIES
- Ensure compliance of Mainsail Management Group, Inc.’s Core Values.
- All Group blocks to be built in all applicable reservation computer systems. (MARSHA, eTools, eRoomingList, Opera, CI/TY, Passkey)
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
- Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department
- Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organized files of all groups.
- Set-up proper routing instructions according to group and accounting policies.
- Oversee accuracy of room blocks and reservations
- Follow sales techniques to maximize revenue
- To liaise with the client on a timely basis in order to collect all relevant information to meet the client’s specific requirements.
- At all times present and maintain high standards of communication, both written and verbal, to the client.
- To maintain an effective and organized filing on all confirmed bookings.
- Assist in managing the balancing of group blocks on a daily, weekly, monthly basis.
- Training on, and booking transient reservations as required.
- To co-operate with the other departments to ensure a harmonious working environment & maximize efficiency.
- To initiate introductory calls during file turnover process
- Enforces and /or informs cutoff dates in a timely and professional manner
- Sends out rooming lists to clients
- Respond to any challenges found for accommodating rooming requests by communicating with Group Housing Manager, or group contact, Reservations, Sales Department, or Front Desk
- Help manage accuracy of room blocks and transient reservations and routing.
- Communicate with Group Housing Manager to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
- Set-up proper billing accounts (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing, and group bookings) according to accounting policies.
- Proactive group block management
- Assist the reservation department by logging into the call queue when needed
- Determine the guest’s needs and provide detailed hotel benefits and features on all call types.
- Identify and resolve customer service issues. This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource
- Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference
- Proficiency on various reservations/computer systems is required.
- Must be able to represent Mainsail in a highly professional manner.
- Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service/fulfillment of contractual requirements are achieved and maintained.
- Display excellent communication skills and the ability to meet sales and business objectives
- Negotiation skills a MUST
- Must be able to work in a fast paced environment
- Fully cooperate with all monitoring and coaching activities to improve personal skills and performance
- Any other duties assigned by department leader
Educational Background:
- High school graduate
- 1 Year previous hotel / reservations / front office / experience. MARSHA, CI/TY and Opera PMS preferred
Essential knowledge, skills, equipment used, and abilities needed.
- Excellent customer service skills
- Good organizational and communication skills
- Microsoft Office Applications, with strong Excel skills
- Internet Searches
Physical/Internal communications Demands
- Flexible and long hours sometimes required.
- Light work – Exerting up to 20 pounds of force occasionally, move objects.
- Ability to walking, standing, reaching frequently
- Ability to sit for extended periods of time
- Ability to communicate clearly
- Bending, kneeling, stooping – occasionally
- Constant verbal and written communication Multi-tasking
- Ability to work under pressures of time
- Constant communication with Reservation staff, Sales and Catering staff, Front Desk staff, Execustay Sales staff. Regular communication with Maintenance IT, and Housekeeping.
- Constant communication with guests/clients.
Mental Demands
- Make sound judgments quickly
- Work on multiple tasks, making appropriate progress towards deadlines
- Able to work independently, take direction and provide direction to others
- Manage differing personalities within the office, the hotel and the community
- Maintain the highest degree of confidentiality
- Ability to work effectively in stressful, high pressure situations
- Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary
**Please note, we are a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.
