Basic Function: Manages the property reservations activity through the receipt of all reservation information and the proper recording and processing. Ensures that rooms are properly reserved and accurate records are kept for forecasting purposes.

Essential Duties:

• Receives reservations from various sources: reservation terminal, telephone, correspondence, and guests at Front Desk.

• Inputs reservation information into an automated reservation system or manually into a reservation book. Completing all other property requires reservation cards, related forms, and files. Blocks and assigns actual rooms for those with special requests. (i.e., adjoining rooms, suites, etc.)

• Records all reservation changes and cancellations and notifies all appropriate departments.

• Must Secure block arrangements for group bookings from Sales Department and Catering Sales. Coordinates with the Sales Departments the completion of arrangements for groups. (i.e., rooming lists, pre-registrations, special requests, etc.)

• Flags VIP reservations for special amenities, writes up all necessary forms and requests, and distributes them to the appropriate departments for execution.

• Controls the availability and categories of rooms including the Central Reservation System (for those properties that are tied into a Central Reservation System).

• Prepares a Weekly Forecast Report identifying rooms booked and rooms available for sale for a specified upcoming period. Calculates anticipated “walk-ins” by utilizing previous years’ information and recent trends.

• Maintains records for all “no-show” accounts and handles follow-up billing procedures.

• Maintains all information with regard to Travel Agents Commissions. Issues commission checks to Travel Agents.

• Conducts Yield Management meetings.

Other Duties:

• Fills in at the Front Desk during busy periods or when additional Guest Services staffing is necessary.

• Performs other duties as assigned by management.

Essential Requirements:

• High School Diploma

• Good communication skills (written and verbal) and a pleasant telephone personality.

• Interpersonal skills enabling one to deal effectively with all guests, Guest Services associates, and other hotel management and staff.

• Must be able to handle detail, solicit and record all necessary reservation information, and possess organizational skills required to ensure maximum usage of all saleable rooms.

• Requires sitting and fingering movement through typing continually throughout the shift. Must be able to exert reasonably paced mobility to utilize all equipment and move about the property, as needed.

Other Requirements:

• Previous Front Desk (one year) experience is preferable.

Training Needs:

• Reservation System specific training – training on both the computer system and central reservation system, where appropriate, to ensure maximum efficiency of available systems.

• Basic telephone sales training.

• Training in providing quality guest services.

• Must complete all brand required training in the prescribed time frame.

• Other duties as assigned