SUMMARY OF RESERVATION SPECIALIST POSITION:
The Reservation Specialist handles incoming reservation inquiries, processes bookings, and provides excellent customer service, ensuring smooth and accurate hotel operations for all guests.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer incoming reservations calls from both group and walk-in clients, create reservations as needed
- Send reservation and confirmation letters and enter guest requests
- Communicate applicable deposit and guarantee policies as requested
- Enter and update guest information accurately in the hotel's reservation system
- Coordinate with other hotel departments to ensure all guest requests are met, such as room preferences, special occasions, and transportation arrangements
- Quickly answer guest calls and respond to guest emails with clear communication
- Identify, research, resolve and communicate guest issues and requests with expedient follow-up
- Handle guest complaints, concerns, or special requests promptly and effectively
- Take ownership of resolving issues and finding suitable solutions, collaborating with other hotel departments as necessary
- Monitor daily sales activity and alert Front Office Manager of sold out nights, group status and possible problem situations
- Work with FOM to handle complaints in a tactful manner and negotiate resolutions
- Complete logs and reports accurately and expediently
- Ensure processing and proper handling of Credit Card Authorization forms
- Manage accounts:
- RocketStay reservations
- Special Corporate clients and reservations, including taking calls, communicating availability and ensuring reservations are made correctly,
- Group reservations
- Expedia reviews, responses, cancellations, billing
- Booking.com reviews, responses, cancellations, billing
- Room Management
- Identify opportunities to upsell hotel services, amenities, and upgrades
- Destination Fee
- Assist and provide support to front desk during peak times of the day and as needed
- Participate in weekly calls with Director of Sales & Marketing and Sales Manager to stay informed of new contracts, group resumes, and special requests
- Provide backup support for Sales Manager, including assisting in completing group resumes and handling client inquiries
- Be the liaison between group clients and the sales team - including securing and entering rooming lists by contracted due dates
- Responsible for all pre-registration, room blocks, and handling all special reservation requests for individuals and groups
- Manage assigned group blocks including pick up or approaching cut off dates
- Review group resumes and convey all pertinent information in the system to appropriate personnel
- Onsite point of contact for all groups
- Secondary point of contact for events at The Wilson Hotel
- Other duties as assigned by Management
Position Requirements
- High school Diploma or equivalent.
- Previous customer service experience preferred.
Work Environment and Context
- Work schedule varies and may include working on holidays and weekends.
- Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.
What We Believe
People Are Our Capability Hearts That Serve Only Excellence Stay Nimble - Own It
Source: HHM Hotels
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