Reservations Coordinator

AccorHotel•New York, NY

2d•Onsite

About The Position

The Reservations Department’s vision is to provide the highest level of excellence and to exceed The Plaza’s Five Star standards. We operate with a professional approach to all tasks, while consistently maintaining internal and external guest satisfaction by anticipating their needs. The Reservations Coordinator will review reservations made each day, review 3rd party billing, arrival and departure dates, guest profiles, room blocking, special requests, traces, and ensuring stellar attention to all VIP guests. This role will also process special billing requests, ensure accuracy and attention to detail, and handle the processing of no shows, facilitating communication between all departments involved. Additionally, the Reservations Coordinator will conduct test calls to the Global Reservation Center, liaise with the Sales team in coordinating group bookings, and set up group room blocks, rooming lists, billing, or special notations and make group reservations in room block. This role monitors room inventory and notifies the Reservations Manager of any immediate changes, runs daily reports and completes the daily shift task list, and assists with other duties as assigned. The Reservations Coordinator will maintain positive working relationships with colleagues, travel agents, Global Reservation Center agents and other parties associated with the reservations process, participate and adhere to Fairmont Hotels & Resorts Policies & Procedures, and complete office administrative duties where required.

Requirements

Minimum 1 year as a reservations agent or 2 years in a customer service position
Must have experience in hospitality with an understanding of operations
Professional telephone/email etiquette and the ability to upsell the hotel’s products/services
Willingness to learn, friendly demeanor, ability to work well within reservations and other departments, clear and concise communication skills
At least two years prior luxury hotel experience in a customer service position or a minimum of 1 year in hotel reservations
Working knowledge of the following: Property Management Systems (preferably Opera), Central Reservation Systems, Microsoft applications including Outlook, Excel, and Word

Nice To Haves

Opera experience preferred

Responsibilities

Review reservations made each day, review 3rd party billing, arrival and departure dates, guest profiles, room blocking, special requests, traces, and ensuring stellar attention to all VIP guests
Process special billing requests
Ensure accuracy and attention to detail
Processing of no shows, facilitating communication between all departments involved
Test calls to Global Reservation Center
Liaise with Sales team in coordinating group bookings
Set up group room blocks, rooming lists, billing, or special notations and make group reservations in room block
Monitor room inventory and notify Reservations Manager of any immediate changes
Run daily reports and complete daily shift task list
Assisting with other duties assigned
Maintain positive working relationships with colleagues, travel agents, Global Reservation Center agents and other parties associated with the reservations process
Participate and adhere to Fairmont Hotels & Resorts Policies & Procedures
Complete office administrative duties where required