Group & BT Reservation Specialist

Why us?:

the Nines, A Luxury Collection Hotel, Portland is seeking a Group & BT Reservation Specialist to join their renowned team. The perfect candidate is passionate about service and creating indigenous experiences for each guest Poised in the heart of the city center, within the walls of the stately Meier & Frank Building one of Portland's most beloved landmarks, the Nines honors the structures storied past, both in its striking decor and impeccable service. Individualistic design traits celebrate the surroundings of one of finest LEED Silver-certified hotels in Portland, providing the opportunity to truly experience the region's unique character.

As part of Sage Hospitality, we passionately strive to be the best and create excellence in everything we do. We are known amongst our staff, our owners, our guests and our communities as leaders in our field who are authentic, humble, innovative and flexible operators driven to anticipate needs and exceed expectations.

Handle all telephone inquiries and reservations to provide efficient, accurate and courteous reservation services and telephone solicitations while maintaining on-going communications with group sales and the front desk on room status. Responsible for maximizing revenues and meeting annual budget.

• Answer the telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately, using the hotel's selling strategy and segmenting reservations into the appropriate category.
• Maintain accuracy of group blocks including cutoff date, room pick up, room type, suite blocks, rates etc.
• Ensure accurate billing set-up for prompt and accurate processing. Identify, block and process staff and VIP and comp room reservations with each group.
• Ensure appropriate inventory and information is available for individual call-in groups via all designated booking channels.
• Set up and maintain master file for each group with pertinent information, including but not limited to approved changes applied to the group and documented conversations with clients, convention service managers and sales manager.
• Monitor group pick up, cut-off dates, rate and room type availability to maximize hotel revenues and client/guest satisfaction.
• Audit all assigned group blocks, room rates and concessions against PMS per contract once group has turned definite.
• Ensure that blocks entered are consistent with pattern for group and that room type blocks flow for duration of the block. Update as necessary as group rooms pick-up and/or cut-off date has been reached. Seek approval for additional rooms beyond contracted block as needed.
• Create reservation websites and links as necessary. Communicate details with Convention Services and meeting contact.
• Facilitate rooming list entry through method chosen by meeting planner. Ensure all appropriate information is available for individual call-in groups.
• Coordinate all group activity and information, including processing of reservations, rooming lists, advance deposits, and group resumes to necessary departments.
• Review rooming lists for accuracy of information, format and billing requirements. Identify, process and block rooms for staff and VIP lists as necessary
• Block special request reservations and suites required. Facilitate special requests using LightSpeed as well as direct property communication.
• Monitor housing bureau pickup as required and make adjustments accordingly. Communicate with management team as necessary.
• Facilitate coordination between housing bureaus/meeting planners and hotel to ensure efficient usage of Reservation Connection and/or Reservation Cross Check tools as necessary.
• Facilitate consumption of any complimentary rooms or other contractual room requirements (e.g. complimentary upgrades) and communicate with all appropriate departments.
• Serve as liaison with accounting department to ensure all billing requests are configured and executed as necessary.
• Prepare all necessary reports and for each hotel's Group Pick Up meeting - be prepared to discuss pickup and trending of groups during meeting.
• Communicate effectively and in a timely manner to internal Revenue Management and CS teams any information received that could impact the performance of each group.
• Verify all reservations and group room blocks. Input promptly, correctly code and update all hotel information into the reservation system.
• Track denials, demand and forecast information on a daily basis including franchise database.
• Maintain accurate records for guaranteed no-shows, cancellations, advance deposits, occupancy and history information.
• Maintain a group information log and monitor the progress of all room blocks. Maximize franchise resources, including rate solicitation, program participation and other tools.
• Respond to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.
• Negotiate rates and up-sells rooms in order to increase occupancy and maximize revenues.
• Promotes the hotel and its services in order to capture customers and increase revenues.
• Operate reservations system by entering and accessing data in order to provide callers with accurate hotel information.
• Provide accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.

Education/Formal Training

High School diploma or equivalent. Further education is desirable.

Experience

Must have two to three years of hotel front office and/or reservations experience.

Knowledge/Skills

• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
• Ability to operate computer reservations systems.
• Ability to effectively supervise staff.
• Fluency in a second language is desirable.
• Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Must be able to use tact and understanding when dealing with demanding or unpleasant customers.
• Must be able to memorize facts and figures. Must be organized and display patience when handling more than one call at a time.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to take reservations over phones.
• Ability to read computer screen and relay information to guests.
• Ability to negotiate, convince, sell and influence.
• Excellent comprehension and literacy required to read and understand computer screen, reports, etc.
• Mobility -ability to move around reservations area. No continuous standing required. No driving required.

Environment

Prolonged sitting throughout entire shift at computerized or manual workstation in office environment. Work inside 95% of week.

• Medical, dental, & vision insurance
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Paid time off for vacation, sick time, and holidays
• Eligible to participate in the Companys 401(k) program with employer matching
• Employee Assistance Program
• Tuition Reimbursement
• Great discounts on Hotels, Restaurants, and much more.