Reservations Coordinator
hace 2 semanas
Job Summary
As a Reservations Supervisor at Fairmont La Hacienda, you will be responsible for ensuring that all procedures are performed to the hotel's standards. This includes assisting with guestroom reservations, processing travel agent commissions, and responding to travel agent inquiries. You will also be responsible for maintaining accurate information in guest history files and promoting special offers to callers requesting reservations.
Key Responsibilities
• Ensure that all incoming calls are responded to within 3 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes, and cancellations received by phone, e-mail, internally, and through global reservations center (GRC), travel agencies, or group planner.
• Ascertain caller's needs through open-ended questions and describe room accommodations and all amenities.
• Obtain all necessary information to book a reservation and accommodate special requests.
• Access guest history records to best service guests and maintain accurate information in guest history files.
• Promote special offers to callers requesting reservations on designated date and verify availability, suggesting alternate dates for fully committed dates.
• Set up proper billing accounts and process advance deposits, verifying all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information and process confirmation letters.
• Initiate deposit refunds for canceled reservations and refer requests for initial booking of group rooms, banquet, or convention requests to the Sales Department.
• Review group turnovers, room blocks, and ensure that group reservations are made against the room block, ensuring group rooming lists are input in a timely manner.
• Monitor group cut-off dates to ensure rooms are released to inventory after cut-off date passes and review group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent information.
• Attend weekly resume meetings, compile and maintain information for daily/weekly/monthly reports, and monitor group reservation activity and communicate status with Sales Department during weekly pickup meetings.
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