posted February 26, 2025

GENERAL DESCRIPTION: 

Take reservations via the telephone, mailed correspondence, rooming lists, and in-house requests.  Enter the information into the Property Management System (PMS).  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.

Ensures the smooth and efficient operations in the department through prompt, effective and proper group and event service to achieve maximum room revenue in order to meet or exceed the revenue target amongst properties.

DUTIES AND RESPONSIBILITIES:

• Maintain ownership of group blocks, including pickup numbers, reservation methods, billing, and proper treatment of VIP guests
• Coordinate group room reservations and related functions with in-house departments, affiliates, and outside group contacts
• Liaise daily with RM, Reservations Supervisor, Catering team and Sales & Marketing team to ensure correct information is provided to DRM for forecasting & reporting
• Process all reservation requests, rooming lists, changes, and cancellations received by phone, fax, or mail
• Establish pre-arrival room blocking in coordination with rooms controller
• Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate
• Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests
• Answer questions about property facilities/services and room accommodations
• Communicate information regarding designated VIP/Special request reservations
• Follow sales techniques to maximize revenue
• Establish billing accounts according to accounting policies
• Attend pre/post stay meetings with in-house departments, affiliates and outside group contacts
• Must maintain superior performance of phone etiquette
• Assist with hotel reservation calls as needed

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be the solely determined by the manager based upon the requirements of the hotel.

• Block special request reservations and suites.
• Maintain a clean and well-organized workstation.
• File daily reservations and other correspondence.
• Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services, and Executive Office.
• Functions as Corporate Room Reservations Coordinator when required, and when no groups to processed. 
• Acts as a Senior Agent on duty during weekends.

EXPERIENCE AND EDUCATION:

• Minimum 3 years' experience in the Hospitality Industry.
• Degree from an accredited college or university in an appropriate curriculum and considerable experience related to this class of work including some supervisory experience.

PHYSICAL REQUIREMENTS:

• Long hours sometimes required.
• Medium work- Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

EDUCATION REQUIREMENTS

• Bachelor's Degree Preferred 

EOE/M/F/D/V/SO

We participate in E-Verify