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