Reservations Coordinator Executive Services

Marriott•Boston, MA

About The Position

This role is responsible for processing all reservation requests, changes, and cancellations received via phone, fax, or mail. The coordinator will identify guest reservation needs, determine the appropriate room type, and verify availability and rates. They will explain guarantee, special rate, and cancellation policies, accommodate and document special requests, and answer questions about property facilities and services. The position also involves utilizing sales techniques to maximize revenue, communicating information regarding designated VIP reservations, and inputting and accessing data in the reservation system. Additionally, the coordinator will address challenges in accommodating rooming requests by communicating with the appropriate departments, oversee the accuracy of room blocks and reservations, input group rooming lists, revise room blocks as needed, and set up billing accounts according to accounting policies. The role also requires adherence to all company policies and procedures, maintaining a professional appearance and confidentiality, protecting company assets, and providing excellent guest service according to company standards. This includes anticipating and addressing guest needs, assisting individuals with disabilities, and thanking guests with genuine appreciation. Communication skills are essential, requiring clear and professional language, accurate written documentation, and appropriate telephone etiquette. The coordinator must also develop and maintain positive working relationships, support team goals, and listen and respond appropriately to employee concerns, while complying with quality assurance expectations and standards. The role involves reading and visually verifying information in various formats and performing physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance. Other reasonable job duties as requested by supervisors may also be assigned.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.
None

Responsibilities

Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue.
Communicate information regarding designated VIP reservations.
Input and access data in reservation system.
Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department.
Oversee accuracy of room blocks and reservations.
Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups.
Set-up proper billing accounts according to Accounting policies.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
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.
Prepare and review written documents accurately and completely.
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.
Read and visually verify information in a variety of formats.
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.