Group Rooms Coordinator

Westin Dulles, VA•Herndon, VA

About The Position

This role is responsible for managing reservation operations, including handling room blocks, quoting rates, and ensuring a positive guest experience. The coordinator will utilize hotel language, employ selling techniques to maximize occupancy and revenue, and maintain accurate guest information in the reservation system. Effective communication with various hotel departments and prompt resolution of guest issues are key aspects of this position.

Requirements

Knowledge of computer to include reservations and front office systems.(Lightspeed)
Ability to read, input, retrieves, analyze and provide information on data found in computer system.

Responsibilities

Maintain use of Hotel Language at all times to enhance sales and overall guest experience.
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
Maintain information on and promote hotel facilities to guests and callers.
Answer reservation phone lines using a clear and pleasant tone of voice and the correct verbiage.
Listen to callers and respond to caller requests.
Take personal ownership of each call and anticipate caller’s needs to create the ultimate Guest Experience.
Provide accurate information regarding availability, guestroom types and accommodations, room rates, hotel facilities and services, local attractions/events, transportation to and from hotel, etc.
Use correct hotel policies regarding hotel cancellations and deposit policies at all times.
Promote special marketing programs.
Record all pertinent reservation information from guest (name, address, dates of arrival and departure, how they heard about us, e-mail address, credit card number to guarantee reservation, etc.), input reservation information into system and reconfirm to guest using Day, Date and Time.
Maintain correct use of Market Segment Codes at all times.
Operate reservations computer system. Initiate and retrieve printed reports from computer printer.
Adhere to all policies related to reservations operations to include the proper handling of room blocks and closed out periods, rate quotation, etc.
Understand and quote the correct rates associated with caller’s affiliation, example corporate rate, group rate, CBS rates.
Maintain effective communication within the reservations department, and with all hotel departments.
Be responsive to instructions and suggestions and work to resolve problems.
Work closely with the Sales department regarding VIP and special requests.
Promptly respond to all incoming e-mails requesting rates and information regarding the hotel.
Listen to and promptly act to correct guest problems and complaints.
Maintain clean and organized work area and properly file shipping forms and information updates.
Perform and comply with all accounting procedures.