GROUP RESERVATIONS COORDINATOR/Hotel Reservations Specialist

MDM Group Marriotts•Miami, FL

25d•Onsite

About The Position

In charge of inputting in the system all group sales contracts, group rooming lists and facilitates the reservation process for call-in groups. Communicates relevant information pertaining to groups with all departments involved and ensures accurate group billing. Responsible for maintaining inventory accuracy and system availability for transient and group reservations. In charge of processing all reservations requests received by phone, email or fax. Reconciliation of the different systems. Supports the revenue manager by updating reports and managing the day-to-day operations of the Revenue office. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Requirements

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Comply with quality assurance expectations and standards.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Address guests' service needs in a professional, positive, and timely manner.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Speak to guests and co-workers using clear, appropriate and professional language
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Comply with quality assurance expectations and standards.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
High school diploma/G.E.D. equivalent
No related work experience is required
No supervisory experience is required
N/A

Responsibilities

Input all groups contracts into the reservation system and PMS.
Follow up on groups cutoff dates and manage group inventory.
Input rooming lists and process requested changes.
Ensure appropriate billing of group reservations.
Communicates with sales, events, accounting and Front Desk to ensure the accuracy of the reservations and information about the groups.
Update the different systems to ensure parity.
Manages the transient inventory (room types)
In charge of processing commissions.
Reporting (STR report, daily Revenue Tool…)
Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
Verify availability of room type, rate, and occupancy before confirming any reservations.
Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.