Reservations Coordinator

Marriott Winston - Salem•Winston-Salem, NC

22h•Onsite

About The Position

As a Reservations Specialist, you will serve as a knowledgeable and welcoming point of contact for guests, providing personalized recommendations, arranging reservations, and assisting with special requests. Your goal is to enhance the guest experience through exceptional service, attention to detail, and local expertise. This role is perfect for someone who is personable, resourceful, and passionate about hospitality.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Eligible to work in the United States
Ability to read, write, and communicate effectively in English
Ability to sit, stand, bend, kneel, and lift as required—with or without reasonable accommodations

Nice To Haves

Hotel experience is always a plus!
A warm, professional demeanor that reflects HVMG’s Culture of Excellence

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.
Verify all reservation information with callers to ensure accuracy.
Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
Describe room accommodations and benefit feature sale amenities to guests.
Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
Determine the most appropriate room type to meet guest requirements and maximize room rate.
Identify repeat guests using appropriate codes.
Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
Verify availability of room type, rate, and occupancy before confirming any reservations.
Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
Each associate is expected to carry out, within their capabilities, all reasonable requests by management.