Group Rooms Coordinator & Reservations Agent for Alila Napa Valley

Organization- Carmel Valley Ranch

Summary

Represent Alila Napa Valley by handling all telephone inquiries and requests accurately and efficiently by answering the telephones courteously, promptly, and professionally while promoting hotel services and ensuring maximum room revenues. Process Internet reservations accurately and efficiently by transferring guest data from various extranet and global distribution sites to property’s computer system. Assist in administrative duties as they relate to booking, tracking, charging, handling, and inputting reservations or to promoting the hotel’s pricing.

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Qualifications

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently with or without reasonable accommodation.

Essential:

• Must speak English fluently and clearly.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Must possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
• Ability to operate a computer.
• Attention to details.
• Must possess basic math skills.
• Must be able to work a flexible schedule; including weekends, evenings and mornings.
  
  

Desirable:

• Previous data entry and telephone experience is helpful.
• Previous call center or reservation department experience is helpful.
• Previous hotel reservations office experience is preferred.
  
  

Essential Physical Abilities:

• Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
• Remain in stationary position for a maximum of eight hours (excluding meal and rest breaks) throughout work shift.
• Ability to stand, walk and/or sit and continuously perform essential job functions.
• Repetitive hand motion (typing) for extended periods of time.
  
  

Essential Job Functions:

• Answer telephones promptly and courteously. Enter guest reservations into the computer system quickly and accurately by segmenting reservations into the appropriate category while using the hotel’s selling strategy and displaying knowledge of all rates, package plans, source codes and hotel services, in order to close out sale and up sell the hotel as appropriate.
• Process GDS/Internet/FIT reservations promptly and accurately. Enter guest reservations into the computer system while assigning reservations to the appropriate GDS/Internet/FIT categories (net) rates.
• Process group convention blocks and rooming lists properly by entering data into computer system using the appropriate market segments. Review group cover sheets to ensure accuracy and enter information into the computer system.
• Process accurate records/spreadsheets for coding and tracking reservations, advanced deposits, occupancy, competitive rate shops, transient history information and no-shows.
• Maintain good relations with all guests and know and implement procedures for giving special attention to VIPs.
• Maintain a working knowledge of the sales and front office areas, credit policy, different room types and hotel services.
• Monitor, sell, report closely and attempt to obtain alternate date reservations for all closed out dates by utilizing a wait list.
• Change and cancel reservations as guest requests. When canceling a reservation with deposit, complete an advance deposit refund requisition and process no-shows.
• Communicate group room changes to GPS team for sales requests and review once completed.
• Ensure group functions are completed in an accurate and timely fashion: entering group rooming lists, preparing special billing, entering rooming list and billing changes, complete blocking of room request and report no shows to group sales manager.
• Review arrivals for the day and communicate details to staff during daily morning meeting.
• Follow up on Hot Leads, Turndowns Auto Completes and ensure clean compliance in Revinate.
• Review group rooming list modifications and make updates accordingly.
  
  

Secondary Job Functions:

• Answer letters, emails, and send brochures and information in response to guest’s requests.
• Perform special projects and other responsibilities as assigned.