Reservations Coordinator

Reservations Coordinator

Posted January 4, 2020

R-174356

Position Summary:Supervise and handle all telephone inquiries and reservations to provide efficient, accurate, and courteous reservation services and telephone solicitations while maintaining on-going communication with group sales and the front desk in room status and group information.

Accountabilities: The primary responsibility of the Reservations Coordinator is to ensure the courteous and efficient handling of all reservations and cancellations with maximum occupancy and revenue as the key outcomes.

Qualification Standards

Education & Experience:

  • 1-3 years’ experience in Hotel Sales, Reservations of Front Office Departments
  • High School diploma or equivalent required
  • College course work in related field preferred
  • Previous customer service experience required
  • Hotel reservations or sales experience required
  • Proven experience with data entry, accuracy and speed required

Tools & Equipment:

  • Computer, Credit Card Authorization machine, copier, scanner, fax machine, other office equipment, telephone, two way radio
  • Ability to work in Excel, Word, PowerPoint

Work Environment:

  • Under variable temperature conditions
  • Under variable noise levels
  • Outdoors/Indoors
  • Around chemicals, fumes and or odor hazards
  • Around dust and or mite hazards

Physical Requirements:

  • Long hours sometimes required
  • Sedentary work – Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to work under variable temperatures and noise levels
  • Near Vision - The ability to see details at close range

Mental Requirements:

  • Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
  • Must be able to multi task
  • Must be able to evaluate and select among alternative courses of action quickly and accurately
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
  • Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
  • Multi-lingual skills helpful

Duties & Functions

Essential:

  • Approach all encounters with guests and employees in a friendly, service oriented manner
  • Maintain regular attendance in compliance with Interstate standards, as required by scheduling which will vary according to the needs of the hotel
  • Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
  • Comply at all times with Interstate standards and regulations to encourage safe and efficient hotel operations
  • Make and confirm reservations for accommodations, using telephones, faxes, mail, and computers
  • Answer inquiries regarding information such as schedules and accommodations
  • Determine whether space is available on travel dates requested by guests, assigning requested spaces when available
  • Maintain computerized inventories of available rooms and provide information on space reserved or available
  • Confer with guests to determine their room requirements and travel preferences
  • Promote particular hotel packages and other hotel services
  • Handle inquiries about hotel
  • Upsell rooms
  • Be familiar with hotel layout
  • Perform job functions with attention to detail, speed and accuracy
  • Enter reservation into a computer
  • Handles call conversions
  • Keep immediate Coordinators fully informed of all challenges or matters requiring his/her attention
  • Maintain open door policy
  • Check and respond to electronic communications in a timely fashion

Ensure the following group functions are completed in an accurate and timely fashion: 

  • Enter Group rooms blocks
  • Build Group Masters
  • Enter Group Rooming lists
  • Prepare special billing and coding of VIP's
  • Enter rooming list changes and billing changes
  • Prepare for weekly Forecast Meeting
  • Communicate with Sales Managers and front desk on status of group information (i.e. create folder for each group for tracking and information.)
  • Keep updated file on all upcoming groups
  • Clean ques twice daily (if applicable)
  • Oversee verification of transient and group commissions through CTAC (third party and business transient reservations)
  • Balance house on daily, weekly, and monthly basis to ensure all room types are balanced and the house is not oversold on a specific room type
  • Preblock reservations based on requests, hotel inventory, and Master Arrivals Report
  • Assists Front Office team with billing inquiries and adjustments as needed
  • Maintain positive guest relations at all times
  • Resolve guest complaints, ensuring guest satisfaction along with the General Manager
  • Set up work station with necessary supplies and resource materials
  • Answer telephone, Record messages
  • Know pricing and menus and become familiar with house price policies
  • Be aware of event rooms and their functions
  • Make telephone calls and emails to specified individuals as requested
  • Maintain accurate trace files and communicate daily traces to DOC
  • Establish and maintain filing procedures
  • Prepare and send faxes; receive and distribute faxes to appropriate personnel
  • Type correspondence, memos, and reports
  • Attend designated meetings, take minutes, transcribe, and distribute
  • Document all guest requests/complaints and communicate such to respective personnel for proper handling. Follow up on guest satisfaction
  • Complete and distribute amenity request forms; follow up on any changes
  • Maintain a current manual on all departmental forms and form letters with instructions
  • Maintain confidentiality and security of specified hotel information, correspondence, reports, and files
  • Keep immediate Supervisor fully informed of all challenges or matters requiring his/her attention
  • Check and respond to electronic communications in a timely fashion
  • Assist Front Office team by training new agents on all billing processes including how to correctly direct bill, recognize various rate plans, and general reservations training on the PMS
  • Oversee Front Office Accounts Receivable account and collects or adjusts charges as needed
  • Manage and tracks all cancellation and “Did Not Arrive” fees, applies held deposits or charges reservations as stated in the Starwood cancellation/no show policies
  • Notate any package reservations and sets up packets for any incoming guests who require package components be given to them at check-in
  • Ensure that transient and group deposits are taken in a timely manner (check 48hr, 24 hr, and day of)
  • Contribute to overall continuous improvement process; make suggestions and submit ideas regularly to Front Office leadership team

Marginal

  • Other duties as required

Interstate Hotels & Resorts is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Click here and here to navigate to the “EEO is the Law” poster and supplement.

If you need accommodation for any part of the employment process because of a medical condition or disability, please call (703) 387-3888 or email ADA.Assistance@interstatehotels.com with the nature of your accommodation request and include the Hotel location and title of the job opening. Please allow one (1) business day for a reply.

The Westin Portland Harborview

289 Room Hotel

Our Hotel

The Westin Portland Harborview provides travelers a perfect vantage point to explore Maine's largest city. Originally opened in 1927 as the Eastland Park Hotel, this historic hotel has been immaculately restored. Visitors can take a short walk to discover the Old Port and some of the best restaurants, retail shops, museums and artistic venues in Maine. Guests will leave feeling better than when they arrived when they stay over in our plush rooms and suites. Each of the guest rooms feature a stunning view of downtown, the harbor or Casco Bay. Guests can enjoy a thoroughly satisfying night's sleep in a Westin Heavenly® Bed. They can re-energize in our state-of-the-art Westin WORKOUT® Fitness Studio or relax with a massage, manicure and more at Artné Spa. We offer on-site dining, including the timelessly chic Top of the East rooftop restaurant with panoramic views. Weddings and meetings thrive here with nearly 15,000 square feet of event space and a spectacular grand ballroom.