Reservation Specialist

In this position you will:

• Build and manage the hotel's group room blocks and inventory; take phone calls from guests to create and modify reservations. Handle guest complaints as they arise if necessary. Generate specific reports as assigned. You will work closely with the Director of Revenue and the Sales team to meet goals and deadlines. In addition, you will work closely with the Front Desk and Housekeeping teams to ensure that rooms are ready and available for arriving and upcoming guest and groups.
• Read, retrieve, communicate and verify information including confirmation number to caller.  Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.  
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.  Memorize and communicate applicable deposit and guarantee policies as requested.  Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Enter rooming lists and input reservations on a daily basis and update changes that are made throughout the day. Work with the Sales department to assure all items are correct (routing, billing and group room blocks are managed). Check websites that do not interface and input reservations daily.
• Monitor room type availability, block guests in appropriate rooms due to requests (using CRM report). Review arrivals on a daily basis and assure that all room type requests are met for all guests when possible and watch future dates for possible concerns. Assure Diamond and Gold members are blocked correctly. Alert other departments of special requests, concerns or special need guests (Housekeeping, Front Desk, Food and Beverage). Monitor arrivals on a daily basis at least 2 times a day.
• Block group rooms (from airlines to family reunions) to assure that they are in the appropriate location in the hotel and make sure the requests of the groups are fulfilled (close to, next to, suite, double room, etc).
• Work with BT (business transient) team to assure their clients are blocked appropriately and are getting all benefits promised to them. Monitor lists of clients to assure rooms are blocked correctly. Input reservations from BT team in a timely manner.  Assure top 10 companies are recognized.