group reservations coordinator desired skills & attributes reservations coordinator.… ·...

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Group Reservations Coordinator The Rimrock Resort Hotel January 2015 Group Reservations Coordinator Desired Skills & Attributes Knowledge Grade 12 or equivalent 1-2 years working in hotel guest services Previous Hotel experience an asset Skills Attention to detail. Excellent verbal and written communication skills Excellent organizational skills Ability to multitask. Competent in Opera and Open Table Software Competent in Microsoft Office Suite 4 Diamond Service Associate answers phone promptly within 3 rings Associate provides introduction and asks for caller’s name Associate explains payment, deposit & cancellation policies Associate exhibits a professional vocabulary in all communication with guests Associate is always properly attired in uniform, with clearly visible name tag Anticipates guest’s needs or offers a personalized recommendation Associate is efficient yet unhurried and sensitive to the manner of the guest Associate exhibits a sincere desire and compliance to all guest requests Reports to: Reservations & Rooms Inventory Manager Scope This position will be responsible for managing the after-sales reservations tasks associated with the Hotel's group business segment. You will provide the highest level of guest service for our FIT, Tour and Corporate business. Duties & Responsibilities Promotes and encourages inter departmental cooperation and communication so that customer service and overall guest satisfaction is at an optimum Work closely with the Reservations Manger to ensure accurate representation of Group, tour and FIT business on the books Be the first point of contact for all related business enquiries and respond to them within 24 hours Quote room availability to tour and FIT based on contracted space and available space Enter and track each contract in the Hotel's Property management system To set up all FIT reservations with rate codes and billing prior to giving the Reservation Agents for entering To cross train and oversee the Reservation agents when entering rooming lists and billing information Maintain and update the tour files, contracts and other details. Perform block maintenance by releasing, updating, increasing block allocation 45/30/21/14 days from date of arrival as per contract and conditions Manage the 3-days out report for FIT and tour to ensure smooth check-in and billing Work with the Group sales managers to facilitate special promotions and programs to ensure all involved departments are prepared to deliver services Train Reservation agents in Group reservations activities and ensure Agents are aware of new promotions or special offers contracted with tour operators Creates and distributes BEO’s for all Tour/FIT dining Physical Demands Lifting 10lbs maximum Occasional lifting and/or carrying Primarily sitting with occasional walking/standing

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Page 1: Group Reservations Coordinator Desired Skills & Attributes Reservations Coordinator.… · Group Reservations Coordinator Desired Skills & Attributes ... system To set up all FIT

Group Reservations Coordinator The Rimrock Resort Hotel January 2015

Group Reservations Coordinator

Desired Skills & Attributes

Knowledge

Grade 12 or equivalent

1-2 years working in hotel guest

services

Previous Hotel experience an

asset

Skills

Attention to detail.

Excellent verbal and written

communication skills

Excellent organizational skills

Ability to multitask.

Competent in Opera and Open

Table Software

Competent in Microsoft Office

Suite

4 Diamond Service

Associate answers phone

promptly within 3 rings

Associate provides introduction

and asks for caller’s name

Associate explains payment,

deposit & cancellation policies

Associate exhibits a

professional vocabulary in all

communication with guests

Associate is always properly

attired in uniform, with clearly

visible name tag

Anticipates guest’s needs or

offers a personalized

recommendation

Associate is efficient yet

unhurried and sensitive to the

manner of the guest

Associate exhibits a sincere

desire and compliance to all

guest requests

Reports to: Reservations & Rooms Inventory Manager

Scope This position will be responsible for managing the after-sales

reservations tasks associated with the Hotel's group business

segment. You will provide the highest level of guest service for

our FIT, Tour and Corporate business.

Duties & Responsibilities

Promotes and encourages inter departmental cooperation and

communication so that customer service and overall guest

satisfaction is at an optimum

Work closely with the Reservations Manger to ensure accurate

representation of Group, tour and FIT business on the books

Be the first point of contact for all related business enquiries and

respond to them within 24 hours

Quote room availability to tour and FIT based on contracted

space and available space

Enter and track each contract in the Hotel's Property

management system

To set up all FIT reservations with rate codes and billing prior to

giving the Reservation Agents for entering

To cross train and oversee the Reservation agents when entering

rooming lists and billing information

Maintain and update the tour files, contracts and other details.

Perform block maintenance by releasing, updating, increasing

block allocation 45/30/21/14 days from date of arrival as per

contract and conditions

Manage the 3-days out report for FIT and tour to ensure smooth

check-in and billing

Work with the Group sales managers to facilitate special

promotions and programs to ensure all involved departments are

prepared to deliver services

Train Reservation agents in Group reservations activities and

ensure Agents are aware of new promotions or special offers

contracted with tour operators Creates and distributes BEO’s for all Tour/FIT dining

Physical Demands

Lifting 10lbs maximum

Occasional lifting and/or carrying

Primarily sitting with occasional walking/standing