Rooms Reservations Specialist - FAENA Miami Beach : Job Details

THE FAENA CULTURE

The FAENA Movement is one of culture, art, and community. The FAENA Culture is steeped in the warmth and traditions of the south, combining authentic and attentive hospitality with the worlds finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas, creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, cancellations, and information.

DUTIES AND RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• Process all reservation requests, changes, and cancellations received by phone, fax, telex, mail, internally, and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in the system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Assist callers with dining room reservations and amenity orders.
• Verify availability; suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
• Set up proper billing accounts 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., flags, comments, guest message).
• Document all information for manual reservations on designated form.
• Input all manual reservations into the system.
• Obtain approval from Front Desk management for same-day reservations on near sell-out dates.
• Process confirmation letters.
• Designate and apply appropriate travel agency commissions.
• Initiate deposit refunds for non-group reservations.
• Refer requests for initial booking of group rooms, banquet, or convention requests to the Sales Department.
• Create individual files and group masters with designated information for each group booking received from the Sales Department; update changes received from Sales.
• Set up group room blocks in the system; book group reservations against the room block.
• Input group rooming lists.
• Monitor group cut-off dates and review with Sales or group contact.
• Review group resumes and convey all pertinent information in the system to appropriate personnel.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence, and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.

PHYSICAL ABILITIES

• Ability to lift up to 25 pounds.
• Ability to move safely in uneven terrain or in confined spaces.
• Ability to see and respond to dangerous situations.
• Ability to remain in a stationary position for 8 hours or more.
• Satisfactorily communicate with guests, management, and co-workers to their understanding.

This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by management.