Hotel Booking Coordinator

2 months ago

New York, New York, United States Cipriani Full time
POSITION SUMMARY:
We are looking for a detail-oriented and customer-centric individual to join our esteemed team as a Reservations Agent. This pivotal role is essential in facilitating front desk operations by ensuring that hotel room bookings are managed with precision while delivering an exceptional experience for our guests. The Reservations Agent is tasked with providing guest services, handling administrative responsibilities related to room reservations, and contributing to the hotel's revenue goals.

KEY RESPONSIBILITIES:
  • Answering incoming inquiries via phone and email from guests in a courteous, professional manner, offering insights into the hotel's accommodations, pricing, and amenities, while assisting with reservations and questions.
  • Utilizing the hotel's reservation software to effectively oversee room availability, pricing, and promotional packages, ensuring that the system remains current and accurate.
  • Managing room bookings, changes, and cancellations, while providing guests with comprehensive information regarding the reservation process, policies, and procedures.
  • Establishing and maintaining a sophisticated and personalized pre-arrival experience that enhances guest satisfaction and drives hotel revenue.
  • Promoting room upgrades and hotel services to guests, leveraging in-depth knowledge of the hotel's offerings and special deals to optimize revenue.
  • Ensuring accurate billing and payment processing, confirming that reservations are secured and correctly documented.
  • Maintaining a thorough understanding of the hotel's amenities, services, and local attractions to offer informed recommendations to guests.
  • Addressing challenging situations and resolving guest complaints in a timely and professional manner.
  • Collaborating with various departments, including sales, housekeeping, and front desk, to guarantee exceptional service for guests and to address any issues that may arise.
  • Assisting front desk staff to ensure a seamless and memorable experience for guests by monitoring and communicating guest arrival and departure details, special occasions, needs, and preferences.
  • Keeping accurate and updated records of guest information and reservations, while documenting notes on guest preferences, special requests, and payment details.
  • Striving to meet and exceed sales targets, aiming to enhance revenue and maximize room occupancy.
  • Generating daily reports and completing assigned daily tasks efficiently.
  • Adhering to hotel policies, procedures, and standards, including data privacy and security protocols.
  • Inputting sensitive information into our systems, ensuring that all guest data is securely stored and protected.
  • Performing switchboard duties, additional administrative tasks, and directing calls as necessary.
  • Engaging in training and development programs to enhance job skills and knowledge.
  • Executing other responsibilities as assigned by management.
QUALIFICATIONS, EXPERIENCE, AND SKILLS:
  • A bachelor's degree in hospitality management, business administration, or a related discipline is often preferred.
  • A minimum of 2 years of experience in the luxury hospitality sector, particularly in a reservations role, is typically required.
  • Familiarity with Opera or similar reservation systems is preferred.
  • Knowledge of local attractions and the city is beneficial.
  • Professional demeanor, strong ethical standards, and the ability to maintain confidentiality.
  • Ability to multitask and prioritize effectively in a dynamic environment, utilizing software and point-of-sale systems.
  • A sales-oriented mindset, with a focus on achieving targets and maximizing revenue.
  • Strong interpersonal skills, with the ability to communicate effectively and professionally with guests, colleagues, and management.
  • Excellent organizational skills and attention to detail.
  • Ability to work independently and collaboratively within a team, demonstrating reliability, flexibility, and a positive attitude.
  • Proficiency in basic computer skills, including scheduling software.
  • Willingness to work various shifts, including evenings, weekends, and holidays as needed.
  • Commitment to maintaining the highest standards of customer service, professionalism, and integrity.
PHYSICAL REQUIREMENTS:
  • Ability to stand for extended periods and work in a fast-paced environment.
  • Endurance to manage long hours of standing, walking, and repetitive motions.
  • Capability to lift and carry objects weighing up to 30 pounds.
  • Flexibility to bend, stoop, reach, and perform physical tasks.
  • Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.
NOTE: This job description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities and requirements. Additional duties may be assigned as deemed appropriate by management. Cipriani is an equal opportunity employer.

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