Reservation Coordinator

JOB DESCRIPTION: Reservation Coordinator

POSITION SUMMARY

The Reservation Coordinator responds to all communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential Duties:

1. Knows the type of rooms the hotel has as well as their location and layout. Knows of all hotel packages plans-meaning status, rates, and benefits. Update availability of all distribution channels like GDS, OTA and Web booking systems.
2. Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
3. Uses suggestive selling techniques to upsell hotel rooms according to hotel standard procedures.

Job Duties and Responsibilities:

• Knows the type of rooms available as well as their location and layout.
• Knows the credit policy of the hotel and how to code each reservation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes and monitors advance deposits on reservations.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Handles daily correspondence and confirmation notices. Responds to inquiries and makes reservations as needed.
• Walk around with the client and ensuring that they secure whatever services they are in need of.
• Getting information about areas of interest in order to target more clients in particular seasons.
• To be aware of all front office procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Is fully knowledgeable of and performs well on all company shopping and telemonitoring programs.
• Is knowledgeable of central reservations systems and property management reservation system functions.
• Has full knowledge of hotel facilities and services, hours of operation, room types and locations, rates and promotional programs.
• Is knowledgeable of hotel and brand marketing programs.
• Is knowledgeable of hotel market segmentation and rate structure.
• Is knowledgeable of hotel rates.
• Is knowledgeable of hotel guarantee, cancellation, no-show and advance deposit policies.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Maintains punctual, regular and predictable attendance.
• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with guests and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from supervisor.
• Complies with all safety policies, practices and procedures and reports all unsafe activities to supervisor.
• Participates in proactive team efforts to achieve hotel and company goals.
• Provides leadership to others through example and sharing of knowledge and skills.
• Performs other duties as assigned.

Vesta Hospitality’s focus areas are:

Our Teams | Our Guests | Financial Responsibilities | Our Revenue | Responsible Business

Guest satisfaction scores, safety and risk prevention measures, and others.

QUALIFICATIONS 

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Education and/or Experience:

A minimum of a high school diploma or general education degree (GED) plus two years related hotel experience. Some experience with hotel computer systems and spreadsheet programs useful.

Language Skills:

Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents, reports, manuals and correspondence. Must be able to write simple and complex documents, reports, and correspondence. Must be able to speak effectively with clear speech to individuals and groups. 

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Computer Skills:

Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to prioritize, organize and delegate assignments. Must be able to accurately perceive, comprehend and analyze situations, data, and incidents.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

The physical demands described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

The associate must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the associate is regularly required to sit, operate a computer and look at a monitor, talk, hear and see; reach with hands and arms; use hands to finger. The associate is occasionally required to walk, climb or balance, stoop, kneel, crouch, or crawl. The associates must be able to read, see (close, distance and peripheral vision), adjust focus and apply depth and perception vision.

The work environment described here is representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

While performing the duties of this job, the associate is regularly exposed to work near moving mechanical parts, fumes or airborne particles. The associates is occasionally exposed to outdoor weather conditions. In rare occasions, the associate is required to work in high, precarious places. The noise level in the work environment is usually moderate.