Essential Functions

Job duties include, although are not limited to:

Average Percent of Time

30 Daily audit of reservations through multiple reporting capabilities. Look for special requests, coding issues, billing requirements, and modifications. Processing of daily deposits, no shows and cancellations

40 Manage corporate, association, SMERF, and leisure groups, to include management of inventory blocks, monitoring group pick um input & management of rooming lists (when required), ongoing communication with planner. reports (as required and needed), communication with attendees (as needed), optimizing house set up, attendance at Pre Con, and preparation of post convention statistics.

10 % Review & audit third party reservations, ensuring accuracy in rates, categories and billing set up

10 % Answer calls, return e-mails & voicemails, and provide overall assistance to guests who are seeking to book reservations, by providing superior property knowledge. Includes providing support Experience Center, who are seeking additional information on behalf of guests. Also includes assisting other departments, such as Sales, Member Services, and Guest Services, with reservation related questions

10 % Assist Travel Partners, and potential long-term stay prospects, by providing superior knowledge, appropriate rate options, and room tours (when necessary)

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Supportive Actions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Peform other duties as required by Director of Revenue Management, Asst Director of Revenue Management, Experience Center Manager or Convention Reservation Manager Assist with Experience Center and Guest Services operations, as needed.
• Attend scheduled meetings, as required, to support business operations, such as group pick up meetings, weekly operations meeting and sales meeting
• Maintain a good working relationship with other departments, associates and guests
• Assist and prepare reports, as needed Complete training courses, as required Keep work area clean & organized

Internal Relationships

Revenue Management and Sales

External Relationships

Has regular contact with Experience Center, Guest Services, Convention Services and Accounting.

Qualifications

The individual must possess the following qualifications, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines
• Ability to use time management skills to complete tasks timely, meeting required deadlines
• Interpersonal skills to provide overall guest satisfaction for internal/external guests Ability to work under pressure and deal with stressful situations during busy periods
• Skilled with the use of multi-line telephones and with voice mail
• Proficient in the use and operation of computer systems: Word, Excel, and other systems (Outlook, and other relevant programs)
• Able to master PMS Opera, Passkey, SynXis, and other operational channels. Excellent communication skills to include the ability to read, write, and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials
• Ability to access, read and accurately input information using a moderately complex computer system
• Ability to effectively deal with both, internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions

EducationÆxperience Requirements

High school graduate or equivalent required. College degree preferred.

Physical Requirements

Frequency Key: Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant 6-8 hours

In the United States we are proud to be an EEO/AA employer WF/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.