Reservations Coordinator

Job DescriptionTo ensure all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments. Ensure prompt, courteous and efficient handling of all requests by both guests and colleagues. Assist with guestroom reservations including changes, cancellations, processing travel agent commissions, responding to travel agent inquiries, managing guestroom inventory, and reviewing reservations for accuracy and hotel preparednessEnsure that all incoming calls are responded to within 3 rings, using correct salutations and telephone etiquetteProcess all reservations requests, changes and cancellations received by phone, e-mail, internally and through global reservations center (GRC), travel agencies or group plannerAscertain caller's needs through open-ended questionsDescribe room accommodations and all amenitiesObtain all necessary information to book a reservationAccommodate special requests and designate by notation in Opera CloudAccess guest history records to best service guestsMaintain accurate information in guest history filesPromote special offers to callers requesting reservations on designated dateVerify availability, suggest alternate dates for fully committed datesSet up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance depositsVerify all reservation information with caller to ensure accuracyInput correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, traces).Process confirmation lettersInitiate deposit refunds for canceled reservationsRefer requests for initial booking of group rooms, banquet or convention requests to the Sales DepartmentReview group turnovers, room blocks and ensure that group reservations are made against the room blockEnsure group rooming lists are input in a timely mannerMonitor group cut-off dates to ensure rooms are released to inventory after cut-off date passesReview group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent informationAttend weekly resume meetingsCompile and maintain information for daily/weekly/monthly reportsMonitor group reservation activity and communicate status with Sales Department during weekly pickup meetingsConduct basic training for new staffWork closely with other departments to effectively accommodate guest special requests and amenitiesProcess Travel Agent Commission batches weekly and research past-due commission claimsAction OTA and Wholesale bookings, changes, and messages through FIT emails and extranets. Update Extranet with cancellations and no showsMonitor hotel inventory to ensure stay-through availability and upsell opportunitiesApply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenuesReview Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests and requirements, and potential VIPsReview cancellation and no show daily and post charges when appropriateQualifications:QualificationsQUALIFICATIONS:· Diploma or Degree in Hotel/Hospitality Management an asset· Previous experience with CRM (Opera) and (Opera CRS) systems· Fluent in English, with excellent communication skills (both verbal and written)· Fluency in a second language, preferably Spanish an asset· Strong interpersonal communication skills and problem solving abilities· Proficiency in Microsoft Office Applications including Excel necessary· Ability to suggestively upsell products and services· Ability to create and maintain organized records of customer information and data· Intermediate mathematical skills· Proficiency with computers and electronic equipment· Expertise in Microsoft Office Applications including ExcelAdditional InformationWhat's in it for you:Paid time offMedical, Dental and Vision Insurance, 401KComplimentary Shift MealEmployee benefit card offering discounted room rates in Accor worldwideLearning programs through our Academy designed to sharpen your skillsAbility to make a difference through our Corporate Social Responsibility activities, such as Planet 21Career development opportunities with national and international promotion opportunities