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Guest Reservation Specialist
2 months ago
Position Summary:
The Guest Reservation Specialist is responsible for delivering prompt, professional, and efficient service in managing all inquiries related to guest room bookings, modifications, cancellations, and information requests.
Primary Responsibilities:
Possess comprehensive knowledge of: a) All hotel amenities and services, including operational hours. b) Various guest room configurations, furnishings, and locations. c) Availability of rooms for any specified date. d) Special dates, pricing, and room categories. e) Current room rates, promotional packages, and offers. f) Specific agreements with travel agencies and corporate booking centers. g) Scheduled events and entertainment within the hotel. Utilize all features of the reservation management system. Prepare the workstation with necessary supplies and reference materials. Respond to incoming calls within three rings, adhering to proper telephone etiquette. Handle all reservation requests, modifications, and cancellations received via phone, fax, mail, or through travel agencies. Identify caller needs through effective questioning techniques. Provide detailed descriptions of room accommodations and amenities. Gather all required information to finalize a reservation. Accommodate special requests and document them in the system. Access guest history to enhance service quality; maintain accurate guest records. Optimize rates for all bookings. Promote holiday and special packages to callers inquiring about reservations. Assist callers with dining reservations and additional service requests. Confirm availability of requested accommodations. Suggest alternative dates for fully booked periods. Clarify guarantee and cancellation policies to callers; issue confirmation numbers. Provide accurate information regarding transportation options from the airport to the hotel; document requests as needed. Establish appropriate billing accounts and process advance payments. Verify all reservation details with callers to ensure accuracy. Input correct information into relevant fields to inform other departments (e.g., flags, comments, guest messages). Document all manual reservations on designated forms. Enter all manual bookings into the system. Generate confirmation letters for reservations. Assign and manage travel agency commissions appropriately. Initiate refunds for deposits on non-group reservations. Direct requests for group bookings or event inquiries to the Sales Department. Create individual and group files with pertinent information for each group reservation received from Sales. Update any changes received from the Sales team. Establish group room blocks in the reservation system. Book group reservations against the established room block. Input group rooming lists accurately. Monitor group cut-off dates and coordinate with Sales or group contacts. Review group resumes and communicate all relevant information to the appropriate staff. Maintain and monitor waitlists on a daily basis. Process requests for sending brochures and informational packages. Compile and maintain data for daily, weekly, and monthly reporting. Review assignment statuses and follow up with incoming agents as necessary.Qualifications:
High school diploma or GED along with one year of relevant experience; or an equivalent combination of education and experience that provides the necessary knowledge, skills, and abilities. Familiarity with Front Office operations is essential. Previous experience in hotel reservations is preferred.Emory Conference Center Hotel is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.
