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POSITION PURPOSE
Provide meeting planners and convention service managers’ one reservations point of contact. Handle all reservations aspects of a group. Handle room block monitoring, rooming lists, reporting pick up, VIP and upgraded accommodations, client correspondence relating to reservations and other group reservation functions. Work as a Reservations Agent with groups if necessary. Solicit group business that enables the hotel to meet and/or exceed revenue goals in rooms and food and beverage, in the SMERF Market.
ESSENTIAL FUNCTIONS
Solicit new and existing accounts to meet/exceed revenue goals through telephone solicitation, receive and manage sales calls for wedding blocks, site inspections and written communication. Prepare correspondence to customers, internal booking reports and file maintenance. File daily reservations and other correspondence.
Review rooming lists for accuracy in format and billing and ensure prompt processing. Identify, block and process staff and VIP lists with each group. Block special request reservations and suites. Ensure appropriate information is available for individual call-in groups. Monitor accuracy of group blocks including cut-off date, pick up, suite blocks, rates, etc.
Process all incoming reservations received via rooming lists, mailed or in-house correspondence, housing bureau forms. Mail confirmation and literature requests and administrative messages when requested. Answer questions concerning reservations for employees of other departments including but not limited to Sales, Conference Services, Executive Office, and Guest Relations.
Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city and the hotel and its services. Obtain the necessary information from the guests, enter it into the PMS and generate PMS reports. Receive visitors and guests.
Attend community and industry events. Give tours to potential clients. Handle small events. Develop/maintain knowledge of market trends, competition and customers. Assist with reports and/or competition data collection.
Answer questions and concern: follow through either to resolution or refer to the appropriate manager.
Maintain and upkeep of all office equipment.
Maintain a clean and well-organized workstation and other duties as assigned.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills and abilities:
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Requires good communication skills, both verbal and written.
- Knowledge of all departments of hotel.
- Ability to communicate customer needs and resolve complaints independently.
- Ability to establish and master goals.
- Ability to identify and develop accounts.
- Ability to act independently with minimal or no supervision.
- Must possess basic computational ability. As well as budgetary analysis required.
- Must possess computer skills, including, but not limited to, accounting programs, Microsoft Word, Excel and must understand Opera.
Physical Demands
- Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
- Must be able to sit at a desk for up to five hours per day. Walking and standing are required the rest of the working day. This may include traveling to and from meetings. Length of time of these tasks may vary from day to day and task to task.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to lift up to 15 pounds occasionally.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
QUALIFICATION STANDARDS
Education
High school or equivalent education required. Bachelor’s Degree preferred.
Experience
Past hotel sales experience preferred.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per standards.
Other:
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and effective operation of the hotel’s facilities.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
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