Reservations Coordinator (Full Time) - InterContinental Houston

IHG•Houston, TX

9d•$20 - $21•Onsite

About The Position

Manage and coordinate day-to-day pre-arrival room assignments in suites, pre-arrival requests, connecting rooms, specific preferences, and room inventory as it pertains to pre-arrivals and revenue maximization. This role involves strategic fulfillment in revenue enhancements such as Nor1 and stay enhancements. The position also performs colleague tasks to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

Requirements

Front Desk experience, preferably in a hotel of similar size and complexity.
Proficient in OPERA required.
Ability to perform the following: Carrying or lifting items weighing up to 50 pounds and pushing and/or pulling approximately 200 pounds.
Frequently standing up and moving about the facility.
Frequently handling objects and equipment to maintain the facility.
Frequently bending, stooping, and kneeling.
Communication skills utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees, and third parties that reflects highly on the hotel, the brand, and the Company.
Reading and writing abilities utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances, are utilized frequently.
Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
May be required to work nights, weekends, and/or holidays.

Responsibilities

Review daily room type availability in Opera versus actual reservations and balance any room type oversell, ensuring premium rooms are sold at their optimal rate.
Pre-block VIP suite group contracted concessions and guests paying for premium rooms at or near Best Available Rate (BAR), flagging any conflicts such as overlapping reservations, day-use, or sites.
Review daily arrival reports from Front Office, actioning missed special needs room assignments like accessibility requirements, special arrangements (near or away from elevators, etc.), or guest pre-arrival requests.
Review Out of Order / Out of Service rooms on shoulder occupancy dates (80%) and on projected near or sell-out dates, coordinating with the Manager on Duty (MOD) and adjusting room inventory based on the return of OOO rooms.
Identify reservations booked as Run of House (ROH), such as those from Opaque OTAs (Priceline/Hotwire), and switch room types to whichever is plentiful (e.g., switch kings to double queens if kings are short).
Anticipate potential room turn issues, such as flipping a large suite (Presidential/Grand Suite), and alert Housekeeping for tight turns resulting from late check-outs or day use.
Flag the Director of Rooms and/or Director of Front Office for any room turn challenges, such as a group block contracted for late checkout on a near sell-out or sell-out date.
Work with Housekeeping on show rooms for site visits and coordinate with Front Office if such rooms are to be used for an arriving guest.
Coordinate with Sales and Event managers on the release of scheduled site rooms in the event these rooms will be utilized as sleeping rooms for arriving guests.
Review room routings for group blocks with R/T or special billing arrangements.
Monitor group rooms on queue, prioritize, and rush clean the room, ensuring timely turn of the room and contacting the guest when the room is ready.
Coordinate with Front Office Managers, Reservations, and Housekeeping leadership for any potential issues that prevent timely room turn.
Review one-month occupancy outlook and identify potential overbooking or specialty suite (Presidential and Grand suites) conflicts or overbookings.
Review OXI for hung-up reservations or those not crossing over into Property Management System (PMS), acting on hung-up reservations to ensure accuracy of room count.
Perform other related Reservation tasks as assigned or needed.