Reservations Coordinator

3 weeks ago


Dallas, Texas, United States AccorHotel Full time
Job Title: Reservations Coordinator

Join our team at Fairmont Dallas, a luxurious hotel in the heart of the Arts District, as a Reservations Coordinator. In this role, you will be responsible for ensuring all procedures are performed to the hotel's standards, assisting with guestroom reservations, and providing exceptional customer service to guests and colleagues.

Key Responsibilities:
  • Process all reservations requests, changes, and cancellations received by phone, email, internally, and through global reservations centers or travel agencies.
  • Accommodate special requests and designate them by notation in Opera Cloud.
  • Maintain accurate information in guest history files and promote special offers to callers requesting reservations on designated dates.
  • Verify availability, suggest alternate dates for fully committed dates, and set up proper billing accounts.
  • Input correct information into proper fields to inform other departments of pertinent information and process confirmation letters.
  • Initiate deposit refunds for canceled reservations and refer requests for initial booking of group rooms, banquet, or convention requests to the Sales Department.
  • Review group turnovers, room blocks, and ensure that group reservations are made against the room block, and monitor group cut-off dates to ensure rooms are released to inventory after the cut-off date passes.
  • Compile and maintain information for daily/weekly/monthly reports and monitor group reservation activity and communicate status with the Sales Department during weekly pickup meetings.
  • Conduct basic training for new staff and work closely with other departments to effectively accommodate guest special requests and amenities.
  • Process Travel Agent Commission batches weekly and research past-due commission claims, and action OTA and Wholesale bookings, changes, and messages through FIT emails and extranets.
  • Monitor hotel inventory to ensure stay-through availability and upsell opportunities, and apply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenues.
  • Review Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests, and requirements, and potential VIPs.
Qualifications:
  • Diploma or Degree in Hotel/Hospitality Management an asset.
  • Previous experience with CRM (Opera) and (Opera CRS) systems.
  • Fluent in English, with excellent communication skills (both verbal and written).
  • Fluency in a second language, preferably Spanish an asset.
  • Strong interpersonal communication skills and problem-solving abilities.
  • Proficiency in Microsoft Office Applications including Excel necessary.
  • Ability to suggestively upsell products and services.
  • Ability to create and maintain organized records of customer information and data.
  • Intermediate mathematical skills.
  • Proficiency with computers and electronic equipment.
  • Expertise in Microsoft Office Applications including Excel.
What's in it for you:
  • Paid time off.
  • Medical, Dental, and Vision Insurance, 401K.
  • Complimentary Shift Meal.
  • Employee benefit card offering discounted room rates in Accor worldwide.
  • Learning programs through our Academy designed to sharpen your skills.
  • Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21.
  • Career development opportunities with national and international promotion opportunities.


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