Group Reservations Coordinator

Omni Hotels & Resorts•Frisco, TX

3d•Onsite

About The Position

Omni Hotels & Resorts is known for its exemplary company culture, authenticity to the markets in which we operate, innovation, and exceptional service. We are now searching for a Group Reservations Coordinator to work full-time hours. The position also oversees daily operations, manages technical issues, assists with reservations, and ensures compliance with company policies. The ideal candidate is friendly, patient, professional and genuine with a service-driven attitude. In return, we provide a stable secure company, and family atmosphere with great benefits.

Requirements

Demonstrated passion for the hotel and resort business
Must be able to maintain a high degree of confidentiality
Sound judgement and the ability to make reasonable decisions in the absence of direction
Receptive to coaching from management, responds positively with willingness to make changes when desired
Excellent analytical skills, including ability to adapt to highly complex changing work environment
Excellent time management and record keeping skills
Must possess demonstrated excellent communication skills (both oral and written) and interpersonal skills; listens to others
Maintain a professional business appearance
Patient, critical thinker, resourceful and tenacious
Must take initiative and be fully engaged – must be a self-starter
Ability to work independently with minimum supervision and with a team both efficiently and effectively as well as exercising judgement to meet deadlines
Proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility and ability to maintain a high level of confidentiality
Dynamic, enthusiastic, creative leader who is organized, thrives under pressure and is able to handle multiple tasks while working under pressure, still maintaining high attention to detail, “can-do attitude” and the ability to maintain consistent accuracy; able to troubleshoot while still meeting or exceeding deadlines
Ability to prioritize projects and change priorities based on business needs
Must provide excellent customer service, possessing a friendly approachable demeanor and strong problem-solving skills
Must be motivated to grow within Omni and help associates develop and grow within Omni
General Familiarity with U.S. Geography
Ability to identify problems as well as develop and present suggestion for improved business processes
Maintain regular and punctual attendance
May require irregular hours and ability to work overtime

Responsibilities

Motivates, mentors and supports Reservation Sales Associates to provide exceptional sales and award-winning personalized service to guests calling through the voice channel
Monitor sales activity by frequently checking dashboards and analyze data
Communicate with the Operations Manager any behaviors and/or performance issues that have a probability of escalation and document in the performance database. Conduct appropriate coaching as needed
Participate in mentoring new hires and low performance sales associates
Participate in achieving of Center Performance Measurements including Handling Time, favorable achievement of Associate Opinion Survey scores, Service Levels, JD Power and Medallia Customer Satisfaction Scores
Oversee the daily performance and quality control of the reservation’s sales floor
Commitment to the Omni Trilogy
Perform all opening and closing functions of the Reservation Center
Monitor automated systems and follow up procedures for reporting outages
Assist hotels by answering questions and problem solving
Assist and track work at home associates technical issues and problem solving techniques
Process reservations and use appropriate selling strategies and empowerment skills to maximize revenue for Omni Hotels when asked to assist with reservations
Adjust and cancel reservations in the reservation system
Respond effectively to all inquiries
Perform all operating functions of the telephone system and computer systems
Thorough knowledge of the reservations process, company policies and selling strategies
May be required to perform other related special projects, duties, responsibilities and activities which may change or be assigned at any time with or without notice.