Reservations Coordinator in Washington, District of Columbia at Crestline Hotels and Resorts

Summary:

The Reservations Coordinator will provide prompt, courteous, and efficient handling of individual guest room reservations, with a primary focus on hotel business, negotiated and business-travel rates, VIP reservations, and strategic room inventory management.

Responsibilities:

• Understands and abides by all safety protocols.
• Willingly embraces last-minute changes in direction and unexpected changes in operational plan.
• Performs other duties as assigned.
• Always maintains positive guest relations.
• Maintains complete knowledge of: a) All hotel facilities/services, hours of operation. b) All guest room layouts, bed types, decor, appointments, and locations. c) Room availability for any given day. d) Restricted dates, rates and room types. e) All room rates, packages and promotions. f) Specific arrangements between hotel and travel agencies, corporate reservations center. g) Entertainment/special events scheduled in the hotel.
• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes, and cancellations received by phone, fax, mail, internally, and through the corporate reservations center or travel agencies.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in the system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Set up proper billing accounts (i.e., share-withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Initiate deposit refunds for non-group reservations.
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
• Create individual files and group masters with designated information for each group booking received from the Sales Department.
• Manage reservations, departmental reservations, and VIP reservations.
• Manage business-travel rates, including consortia, embassy, and negotiated rates.
• Serve as backup to the Sales & Group Rooms Coordinator during absences, particularly for group room changes.
• Prepare and maintain the 10-day forecast report for the hotel team.
• Audit online travel agency (OTA) reservations for accuracy and follow up on discrepancies.
• Audit business-travel commissions and coordinate needed corrections or follow-up.
• Balance the house further out and strategically manage room inventory to support occupancy, rate and hotel needs.
• Create, test, and manage reservation booking links.
• Prepare and manage VIP reporting and coordinate VIP amenity setups with the appropriate hotel departments.

Skills & Abilities:

Education/Experience: Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Certificates & Licenses: None Required