POSITION OBJECTIVE
Ensures correct set-up of all group room reservations, to include special arrangements such as routing, housing and rooming requirements. Maintains a positive and professional liaison with Sales, Conference Services, Accounting, Front Office, Group contact to ensure complete satisfaction.
ESSENTIAL JOB FUNCTIONS
- Accurately process all group rooming lists, cards, faxes, memos and e-mails, with emphasis on adherence to contractual housing arrangements, special billing and room requirements as stipulated in group contracts, booking recaps and resumes.
- Communicate effectively both verbally and in writing to provide clear direction to the staff as needed. Assign and instruct Reservations agents regarding specific details of handling group reservations, via rooming list or direct call in. Communicate any revisions or cancellations pertaining to group room blocks to the Reservations Manager.
- Review all group resumes to ensure that all pertinent information is appropriately entered. Attend weekly resume meetings to verify accuracy of information.
- Attend pre-convention meetings as the official representative of Reservations department as needed.
- Process advanced deposits on group posting masters as well as individual reservations.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
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- Block special request reservations VIP reservations and/or group assignments.
- Perform duties of a reservations agent
- Maintain be able to maintain and organize both hotel and guest information, whether on computer or regular file system.
- Answer questions concerning reservations for employees of other departments including but not limited to Front Office, Sales, Convention Services, and Executive Office.
- Maintain a clean and well-organized workstation.
- File daily reservations and other correspondence.
EDUCATION/EXPERIENCE
High School diploma or equivalent. One year of Reservations Agent experience preferred.
REQUIREMENTS
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Most tasks are performed in a team environment with the employee acting as a team leader.
- Desire to participate as part of a team.
- Complete knowledge of hotel rooms and meeting related services available to guests.
- Ability to communicate effectively with internal and external customers exercising patience, tact and diplomacy.
- Must possess proficient computational ability.
- Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook and Excel, as well as internet.
- Operate Internet Reservation service and Property Management Systems for the purposes of creating, changing, pre-blocking and canceling reservations. Maintain room and rate integrity on all online booking sources as well as Call Center.
- Comprehension of the reservation sales process.
- Analytical approach to problem solving.
PHYSICAL DEMANDS
- Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing may be required. Length of time of these tasks may vary from day to day and task to task.
- Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to lift up to 15 lbs. on a regular and continuing basis.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
- https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=578dfba1-ed37-4867-a90f-3f2127e8947a&jobId=267712&source=IN
