Assist Director of Revenue Management with supervising and training Reservation Agents and Group Rooms Coordinator, ensuring that all procedures are performed to the hotel's standards.
Assist where necessary to ensure optimum service to guests, visitors and other departments.
Responsible for booking reservations and answering phones.
ESSENTIAL JOB FUNCTIONS:
ESSENTIAL JOB FUNCTIONS
Take reservation calls, answer phones.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, décor, appointments, and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Access all functions of the computer system.
Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
Document any late or absent employees; maintain accurate and current employee records.
Schedule and assign staff breaks.
Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
Ensure staff's knowledge of hotel services, features and amenities.
Prepare and communicate assignments to the staff.
Assign additional tasks as they arise.
Respond to incoming calls.
Access and ensure that Reservation Agents properly access all functions of Reservations system.
Monitor and ensure that Reservations staffs perform their job functions to the hotel's standards.
Monitor and ensure that all reservations (including manual) are input into the system.
Monitor reservations requested by fax, telex mail and e-mail.
Ensure guest history accounts are kept current.
Ensure advance deposits, refunds of such and confirmations of both are processed.
Ensure group files are accurate and kept current.
Ensure that group requirements are entered from the sales booking sheet.
Process change forms received from Sales after checking availability; resolve any discrepancies.
Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
Ensure that rooming lists are input into the system.
Pre-block group rooms where special requests are made.
Conduct a week formal training program on the required job functions with criterion expected and department orientation with new hires.
Conduct ongoing training with existing staff.
Work closely with other departments to effectively accommodate guests' special requests and amenities.
Communicate designated VIP reservations to the General Manager and department managers.
Work closely with the Front Desk Manager.
Review master file activity report daily for accuracy of codes, rates and guest
Communicate room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager and Front desk staff.
Review any reservations erroneously taken during restricted dates with individual responsible.
Review previous night's occupancy report and track for forecasting future business patterns.
Monitor wait list and determine priority of guests to be contacted for room availability.
Create Travel Agent Master in computer.
Review Travel Agency Commission Report daily for accuracy; resolve any discrepancies.
Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
Prepare work orders for maintenance repairs and distribute to Engineering.
Maintain supply levels and legibly document needs on a requisition.
Organize and set up office files on designated reference or resource
rmation; keep filing up-to-date..
Attend designated meetings.
Review status of assignments and any follow-up action with next shift.
Assist Executive Committee and Upper Management as required
Complete special projects as assigned
Produce call volume analysis reports
Produce call conversion reports
High school graduate or equivalent vocational training certificate, some college.
1 year experience as a Reservations Agent, preferably a 4 star hotel.
Fluency in English both verbal and non-verbal.
Ability to input and access information in the property management system/computers.
Compute basic arithmetic.
Familiarity with yield management and forecasting.
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
ascertain departmental training needs and provide such training.
direct performance of staff and follow up with corrections when needed.
Two (2) years experience as a Reservations Supervisor.
Destination Hotels & Resorts, Inc.
Website : http://www.destinationhotels.com
Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become the country's fifth largest independent management company with more than 6,500 employees, over 7,000 guest rooms, and more than $1.7 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property investment, management, and development. Since its inception, Lowe has been responsible for more than $6 billion in assets nationwide. Destination Hotels & Resorts is unique in the lodging industry in that our primary mission is to create value for guests, investors, and associates in each of our hotels and resorts. We do this by developing an innovative, customized business plan for each property we manage and combining it with the sales, marketing, and operating resources of a company many times our size. This lodging industry expertise, together with the real estate savvy of Lowe, has allowed us to bring an owner's perspective to the hotel management business. Destination Hotels & Resorts is one of the industry's leaders in the management and marketing of high-quality independent properties, many of which we successfully converted from major brand affiliations. Over the years, Destination Hotels & Resorts has grown to be the fifth largest independent management company in the United States, managing a portfolio in excess of a billion dollars.