Job Description
Purpose : Responds to internal and external communications from employees and guests by mail, telephone, fax or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications
Reports to: Director of Revenue Management
Essential Functions:
- Accurate input of reservations and group reservations into system within a timely manner. To include making, changing, and/or canceling reservations. Ensure all reservations fields are filled out with the correct information.
- Process groups as they are turned definite. Ensure the group block is set up properly based on individual call in or rooming list. This may include setting up in system to accept voice calls.
- Knowledge of hotel services, area, and events. Assist in ensuring all websites and/or collateral/literature contains the most up to date and accurate information regarding the hotel and its surrounding areas.
- Pre-assign group/individual rooms based on VIP and/or special request status. Ensure all alerts and/or traces are in place and all appropriate departments are notified prior to arrival.
- Monitor phone-calls and assist associates as needed.
- File Reservations and back-up. Assist accounting (when needed) in providing research/back up for past due folio billings.
- Check all non-guaranteed future reservations for deposit (prepay) status daily. Ensure all prepaid reservations have deposits on file with the appropriate paperwork needed for payment.
- Handle mail/correspondence in a timely manner. Some reporting is required based on hotel needs.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all packages plans.
- Knows the credit policy of the hotel and how to code each reservation.
- Creates and maintains reservation records by date of arrival and alphabetical listing.
- Communicates reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front of the house.
- Understands the hotel's policy on guaranteed reservations and no-shows.
- Process/Monitor advance deposits on reservations.
- Tracks future room availabilities on the basis of reservations.
- Handles daily correspondence. Responds to inquiries and makes reservations as needed.
- To provide a courteous and professional service at all times.
- To be aware of all front of the house procedures and assist with reception duties when required.
- Answers and routes telephone calls to appropriate departments.
- Records and maintains logs for guest requests and follow up.
- Assists in reporting telephone equipment or service complaints and problems.
- Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to management immediately.
- Any other duties assigned by management.