POSITION SUMMARY

Reporting to the Reservations Manager, the successful candidate will be responsible for all aspects of the reservation process with an added emphasis on Group & Tour Reservations. 

KEY RESPONSIBILITIES

THE KEY RESPONSIBILITIES OF THE GROUP RESERVATIONS COORDINATOR INCLUDE, BUT ARE NOT LIMITED TO: 

• Reviews and actions group contracts from the Sales Department. 
• Enters rooming lists via Passkey or in Opera, as appropriate for group size. 
• Sets up billing with a high degree of accuracy (routing, comments, alerts, traces) to ensure a seamless client experience. 
• Monitors and manages inventory in Passkey and ensures balanced inventory that does not exceed contracted holds. 
• Communicates and exchanges information with the Hotel Sales Department, Revenue Department and Front Desk.
• Reviews and balances the hotel’s room inventory (Groups & House) in the property management system on a daily basis.
• Prepares and maintains room utilization (group pick-up) reports and attends weekly interdepartmental meetings to present and discuss. 
• Works with Sales and Catering teams to prepare informational documents (group resumes) and submits them to all concerned departments, including Front Desk, Bell Services, Housekeeping, Accounting, and Food and Beverage Outlets. 
• Performs Tour administration responsibilities as assigned. This includes: evaluating requests from Tour groups, inputting rooming lists, setting up billing & communicating directly with the tour Sales Manager.
• Liaises with Group Contacts as directed by Sales / Catering Managers. Acts as the point of contact for small room-only groups. 
• Provides superior service for all guest calls; answers internal and external phone promptly, professionally with a friendly greeting & identifying self; addresses guest by name and uses callers name minimum 3 times per call.
• Explains room rate structure, available rooms, method of payment/guarantee and cancellation policies, facilities and services; collects pre-registration information, e.g., name, e-mail, CC number, etc. Assists with room service orders whenever required.
• Enters guest reservation details into the Opera system; reviews and sends a written confirmation to the guest.
• Completes reservations and other duties in an efficient and accurate manner; offers further assistance within the hotel's services and facilities to all callers; promotes the hotel's facilities to guests through selling and up-selling; manages guest complaints and escalates to the appropriate Department Head/Duty Manager as appropriate.
• Answers guest requests (letters, fax, emails) within 24 hours; attends departmental meetings.
• Assists in emergency situations.
• Maintains department equipment and reports equipment loss or damage to the supervisor.
• Understands the need and willingness to work in other related departments during peak periods as required (i.e. Front Desk).
• Maintains professional business confidentiality as required.
• Performs other duties as required.

COMPETENCY PROFILE 

 

• Knowledge of Hotel protocols; uses a friendly, professional telephone manner and possesses excellent communication skills; Knows how to respond to any reservation request; completes reservations and other duties in an efficient and accurate manner.
• Must possess excellent organizational skills, time management, and an ability to multitask & meet deadlines in a high-pressure environment.
• Requires long periods of sitting in front of a computer; must have demonstrated the ability to work with minimal supervision.
• Maintains the highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other associates; contributes an energetic and positive attitude to the hotel atmosphere.

SELECTION CRITERIA

 

Qualifications and Technical Experience

• 2 years of previous experience in Front Office/Reservations or a similar environment preferred. 
• Post-Secondary education in Hospitality Management and/or Tourism & Marketing program preferred.
• Experience managing rooming lists and group blocks in Opera preferred.
• Demonstrated experience in selling and the ability to upsell are required.
• Attention to Detail is essential, and long periods of concentration are required. 
• Computer Skills - Intermediate level of proficiency with Microsoft Office Suite, e-mail, Internet and database applications required (Opera, Excel). Experience using hotel programs – Opera, Passkey, Serenata is an asset.
• Ability to multitask in a fast-paced environment, including answering phone calls and replying to e-mails, while executing everyday tasks required. 
• High-volume telephone experience is an asset.
• Excellent written and verbal communication skills with demonstrated experience in producing professional documents and communications; Additional language is an asset.