Reservations Coordinator

SALAMANDER CHARLESTON EMPLOYER LLC•Charleston, SC

7d•Onsite

About The Position

This position is responsible for taking reservations via telephone, email, mailed correspondence, rooming lists, internet, and in-house requests. The Reservations Coordinator will enter the information into the Property Management System (PMS) and confirm it back to the guest. The role requires answering all incoming calls in a friendly and efficient manner, providing guests with requested information about the hotel and its services, as well as the surrounding area. The coordinator must be effective in sales and upselling.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Most tasks are performed in a team environment with the employee acting as a team leader.
Desire to participate as part of a team.
Complete knowledge of hotel rooms and meeting related services available to guests.
Ability to communicate effectively with internal and external customers exercising patience, tact and diplomacy.
Must possess proficient computational ability.
Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook and Excel, as well as internet.
Operate Internet Reservation service and Property Management Systems for the purposes of creating, changing, pre-blocking and canceling reservations.
Maintain room and rate integrity on all online booking sources.
Comprehension of the reservation sales process.
Analytical approach to problem solving.

Nice To Haves

One year customer service experience preferred

Responsibilities

Answer all incoming calls in a friendly and efficient manner.
Provide guests with the requested information concerning the hotel and its service as well as the surrounding area.
Obtain the necessary information from the guests and enter it into the PMS computer system.
Be effective in sales and upselling.
Process all incoming reservations received via phone, email, internet, rooming lists, mailed or in-house correspondence, housing bureau forms, or facsimiles.
Email or regular mail confirmations and literature requests.
Reply via email, facsimile or mail when requested.
Block special request reservations VIP reservations and/or group assignments.
Maintain and organize both hotel and guest information, whether on computer or regular file system.
Set up appropriate group and/or individual billing requests.
Answer questions concerning reservations for employees of other departments, including but not limited to Front Office, Sales, Convention Services, and Executive Office.
Maintain a clean and well-organized workstation.
File daily reservations and other correspondence.