Reservationist

LM SERVICES CORPORATION•St. Louis, MO

About The Position

Use strong technical skills working across multiple platforms, excellent communication, persuasive sales ability and superior customer service to consult with customers and book customized reservations at St. Louis Union Station Hotel.

Requirements

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
Minimum 6 months experience in a role requiring you to work well with people, negotiate, overcome objections, and/or up sell/cross sell.
Minimum 6 months experience working in a performance driven role where you had specific metrics/goals.
Advanced technical skills, including ability to easily navigate multiple screens, talk and type at the same time, and troubleshoot basic computer issues

Nice To Haves

College degree with hotel major is preferred.

Responsibilities

Answer incoming calls in less than 4 rings for customers making a reservation.
Follow the five steps of converting a successful reservation; Greeting, Qualification of Needs, Presentation, Up sell, Attempt to Close.
Interact with multiple online systems to identify property availability and room options.
Provide superior customer service.
Work to meet all key performance indicators that would include daily, weekly, and monthly goals.
Monitor reservation regrets and denials and report any issues to revenue management team.
Consistently work to improve reservation conversion and guest satisfaction with the reservation process.
Monitor review websites such as Trip advisor to sell against the competitors and ensure any guest comments are addressed.
Review future arrivals for any potential new business opportunities and communicate to the Business Transient sales team.
Monitor and analyze the competition daily and weekly through shop calls, the Internet to identify selling strategies and market trends.
Enter shop call information into database.
Track daily, reservation calls and outcomes through system applications or on excel spreadsheets.
Maintain and enter accurate rate and demand information in OnQ PMS and OnQ RMS in a timely manner.
Monitor group inventory in CRS.
Monitor / follow-up group cut-off dates in all systems.
Accurate preparation and distribution of daily and weekly call volume forecasts and trends.
cross training
assisting front desk agents
bell staff or other areas as needed.