JOB OVERVIEW:
Provide effective and engaging communication to guests and fellow team members throughout the hotel. Supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments.
REPORTS TO: Director of Sales and Revenue Management
SUPERVISES: Reservation Agents
WORK ENVIRONMENT:
Reservations Department.
Job involves working:
- Under variable temperature conditions (or extreme heat or cold).
- Under variable noise levels.
- Outdoors/indoors.
- Perform job functions with attention to detail, speed and accuracy.
- Prioritize and organize.
- Be a clear thinker, remaining calm and resolving problems using good judgment.
- Follow directions thoroughly.
- Understand guest’s service needs.
- Work cohesively with co-workers as part of a team.
- Work with minimal supervision.
- Maintain confidentiality of guest information and pertinent hotel data.
- Ascertain departmental training needs and provide such training.
Direct performance of staff and follow up with corrections when needed
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KEY RELATIONSHIPS:
Internal: Staff in Reservations, Front Desk, PBX, Sales, Housekeeping, Engineering, Food and Beverage; Hotel Manager, and Executive Offices.
External: Hotel guests/visitors, Unit owners, Leading Hotel of the World Reservations Center personnel, Travel and Tour Company representatives, other hotels.
Essential:
- High school graduate or equivalent vocational training certificate, some college.
- Fluency in English both verbal and non-verbal.
- SpringerMiller Systems Knowledge
- Fluency in a second language preferably Spanish.
- Ability to input and access information in the property management system/computers.
- Compute basic arithmetic.
- Familiarity with yield management and forecasting.
- Ability to:
- Perform job functions with attention to detail, speed and accuracy.
- Prioritize and organize.
- Be a clear thinker, remaining calm and resolving problems using good judgment.
- Follow directions thoroughly.
- Understand guest’s service needs.
- Work cohesively with co-workers as part of a team.
- Work with minimal supervision.
- Maintain confidentiality of guest information and pertinent hotel data.
- Ascertain departmental training needs and provide such training.
- Direct performance of staff and follow up with corrections when needed
Desirable:
- College degree.
- Fluency in a second language.
- Previous supervisory experience.
- Ability to suggestively sell.
- Previous guest relations training.
Essential:
- 1. Endure various physical movements throughout the work areas.
- 2. Remain in stationary position for 8 hours throughout work shift.
- 3. Satisfactorily communicate with guests, management and co-workers to their understanding.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs and respond promptly
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of:
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, décor, appointments, and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the hotel.
- Access all functions of the computer system.
- Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
- Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
- Document any late or absent employees; maintain accurate and current employee records.
- Schedule and assign staff breaks.
- Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
- Legibly update information board.
- Ensure staff's knowledge of hotel services, features and amenities.
- Prepare and communicate assignments to the staff. Assign additional tasks as they arise.
- Respond to incoming calls.
- Access and ensure that Reservation Agents properly access all functions of Reservations system.
- Monitor and ensure that Reservations staff performs their job functions to the hotel's standards.
- Monitor and ensure that all reservations (including manual) are input into the system.
- Monitor reservations requested by fax, telex and mail.
- Ensure guest history accounts are kept current.
- Ensure advance deposits, refunds of such and confirmations of both are processed.
- Monitor group reservation activity daily and communicate status with Sales Department. Follow up on tentative sales bookings with respective Sales Manager to update status.
- Ensure group files are accurate and kept current.
- Ensure that group requirements are entered from the sales booking sheet.
- Process change forms received from Sales after checking availability; resolve any discrepancies.
- Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
- Ensure that rooming lists are input into the system.
- Pre-block group rooms where special requests are made.
- Assist Reservations staff whenever necessary in performing all job functions.
- Conduct a 2 week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
- Work closely with other departments to effectively accommodate guests' special requests and amenities.
- Communicate designated VIP reservations to the General Manager and department managers.
- Review master file activity report daily for accuracy of codes, rates and guest information.
- Communicate room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager and Corporate Reservations Center.
- Review any reservations erroneously taken during restricted dates with individual responsible.
- Review previous day reservation booked report and communicate discrepancies with the pertinent team member.
- Monitor wait list and determine priority of guests to be contacted for room availability.
- Create Travel Agent Master in computer.
- Review Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
- Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
- Prepare work orders for maintenance repairs and distribute to Engineering.
- Maintain supply levels and legibly document needs on a requisition.
- Organize and set up office files on designated reference or resource information; keep filing up-to-date.
- Prepare and submit daily/weekly payroll records.
- Conduct performance appraisals of designated staff annually.
- Conduct daily arrivals meeting.
- Attend weekly department head meetings in the absence of the Director.
- Review daily conversion and call volume during daily line up.
- Prepare Team member commission paperwork for previous month by the 5th of each new month.
- Score, coach and monitor calls based on the Navis Criteria’s.
- Maintain Forbes 5 Star status by achieving 94% or higher during the reservation call process.
- Ensure 85% or higher is achieved for Leading LQA Shops
- Ensure Pre arrival calls are being done properly and timely
- Ensure all guest preferences are noted properly and communicated during arrivals meeting
- Ensure all team members are fully trained in making spa reservations and are very familiar with treatments and Spa soft system
- Ensure Post departure calls are being done timely and feed back is communicated accordingly and noted in each profile.
- Ensure AAA five diamond standards are met during every reservation call by achieving 80% or higher.
- Update Documents and forms as needed such as CSI form SOPs and others.
- Accept additional responsibilities as deemed Necessary from Reservations Director