Reservation & Front Desk Coordinator

The Beatrice•Providence, RI

About The Position

SCOPE OF POSITION: The Reservation Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, while holding responsibility for generating revenue for the property by assisting potential guests with reservations for the hotel & associated restaurants. They provide a welcoming attitude and are proficient in all service questions and requests. ESSENTIAL DUTIES AND RESPONSIBILITIES: Answer all incoming phone calls & transferred phone calls promptly, within 3 rings. Placing additional calls on hold or requesting call back number as needed. Follow verbiage guidelines set forth by management team. Have strong knowledge of the property, location, on-site F&B hours & operations, guest room features, as well as the local area restaurants and events. Reserve hotel, dining, transportation, spa, etc reservations according to SOP’s; processing customer payments according to established policies and procedures. Maintain concierge relationships in the community and curate on brand local recommendations. Be well versed in our corporate negotiated rates and act as point of contact for the associated companies as needed. Oversee corporate accounts / LNR – making reservations, tracking production, assist with maintaining relationships. Assist Sales Department with production analytics, rate code deployment, and any other tasks as needed. Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Oversee inventory of hotel (on all channels) and balance inventory as needed. Notify management if hotel is oversold. Be familiar with upsell strategies, actively assisting with driving revenue for the hotel & restaurant. Run daily arrival report and identify any special requests or surprise and delight moments, delivering to the guest room as needed. Run New Reservation report to set up all reservations and coordinate dining & transportation with guest. Always maintain a clean and organized work area. Maintain proper key control daily. Collaborate with restaurant operator to create a seamless guest experience between both entities. Act as Front Desk Agent as needed. Assist with luggage storage and delivery as needed. Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members. Maintain regular attendance in compliance with Beatrice standards, as required by scheduling, which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working. Always comply with Beatrice standards and regulations to encourage safe and efficient hotel operations.

Requirements

High School diploma or equivalent and hotel or customer service experience preferred.
Strong Computer skills and basic financial knowledge required.
Rotating schedules including nights and weekends.
Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to be on your feet throughout the entire shift.
Must be able to convey information and ideas clearly, both oral and written.
Must work well in stressful, fast paced, high-pressure situations.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
Must be able to prioritize departmental functions to meet due dates and deadlines.
Must be able to work with and understand financial information and data, and basic arithmetic function.

Responsibilities

Answer all incoming phone calls & transferred phone calls promptly, within 3 rings.
Placing additional calls on hold or requesting call back number as needed.
Follow verbiage guidelines set forth by management team.
Have strong knowledge of the property, location, on-site F&B hours & operations, guest room features, as well as the local area restaurants and events.
Reserve hotel, dining, transportation, spa, etc reservations according to SOP’s; processing customer payments according to established policies and procedures.
Maintain concierge relationships in the community and curate on brand local recommendations.
Be well versed in our corporate negotiated rates and act as point of contact for the associated companies as needed.
Oversee corporate accounts / LNR – making reservations, tracking production, assist with maintaining relationships.
Assist Sales Department with production analytics, rate code deployment, and any other tasks as needed.
Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
Oversee inventory of hotel (on all channels) and balance inventory as needed.
Notify management if hotel is oversold.
Be familiar with upsell strategies, actively assisting with driving revenue for the hotel & restaurant.
Run daily arrival report and identify any special requests or surprise and delight moments, delivering to the guest room as needed.
Run New Reservation report to set up all reservations and coordinate dining & transportation with guest.
Always maintain a clean and organized work area.
Maintain proper key control daily.
Collaborate with restaurant operator to create a seamless guest experience between both entities.
Act as Front Desk Agent as needed.
Assist with luggage storage and delivery as needed.
Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
Maintain regular attendance in compliance with Beatrice standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct nametag when working.
Always comply with Beatrice standards and regulations to encourage safe and efficient hotel operations.
Check with Supervisor prior to end of shift.
Have thorough knowledge of outside venues and directions to each.
Full understanding of the Front Desk system for all guest services functions.
Perform other duties as requested by management.
Attend meetings/training as required by management.