Reservations Coordinator

Hilton Rosemont • Rosemont, IL

3d • $20 - $22 • Onsite

About The Position

The Group Reservations Coordinator works closely with Sales & Marketing, Accounting, Conference Services, and Group Meeting Planners to ensure excellent customer service and the highest level of accuracy in bookings is always provided. The role is responsible for creating and maintaining group room blocks, booking links and reservations to accommodate guests, and must ensure that clients are provided with required types of rooms, facilities, and services. The incumbent handles all reservations in a friendly and efficient manner, and quotes available rates to maximize room revenue and average rate according to Aimbridge Hospitality standards. This role plays a prominent role in improving the occupancy of the hotel by ensuring group rates and inventory are consistently monitored and updated as needed.

Requirements

• Must have the ability to communicate in English.
• Minimum 1 year of Reservations experience with proven skills in guest service.
• Excellent written and verbal communication skills are essential.
• Computer literate in Marriott Systems including Lightspeed and CI/TY preferred.
• Results oriented with the ability to be flexible and work well in a busy and demanding environment.
• Sound understanding of financial management in the areas of revenues and cost controls.
• Must be energetic, enthusiastic and self-motivated.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Most tasks are performed independently or in a team environment with the employee acting as a team leader.
• Must possess basic computer skills.
• Knowledge of hotels and competitive markets.
• Ensure that guest satisfaction is consistently obtained and maintained.
• Ability to make decisions with only general policies and procedures available for guidance.

Nice To Haves

• University/College education is an asset, preference given to hotel management graduates.

Responsibilities

• Keep updated files on all upcoming groups upon receipt of turnover.
• Ensure accuracy between the Delphi and SMS systems (room blocks, rates, cutoff dates).
• Detail each Group profile and/or reservation with Group specific information (rate, rate code, deposits, location requests, package inclusions, contract concessions, etc.).
• Build rates and inclusive packages specific to each Group (create routing profiles, deposit policies, cancellation policies, etc.).
• Process travel agent commissions.
• Act as liaison between group and central reservations.
• Input group rooming list and facilitate all rooming list changes and billing changes upon receipt from conference service coordinator assigned to the group.
• Manually assign specific accommodations based upon feature and/or location requests.
• Provide reservation and pick up reports upon request.
• Cross reference Group resumes with system information and ensure accuracy.
• Attend all Pre-Planning and/or Pre-Conference Meetings with clients and Conference Services Coordinator (Via phone if not available to attend in person).
• Review no shows from previous night and make corrections as needed.
• Assist accounting in verifying and correcting group guest’s folios.
• Ensure all group functions are completed in an accurate and timely fashion.
• Communicate effectively communicate with Call Center Manager, Business Analyst, Sales Manager, and Conference Services Coordinator, and group meeting planner.
• Performs other duties and attends meetings, as assigned by hotel/department leadership.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree