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Guest Services Reservation Agent
3 months ago
Job Overview: At Blue Sky Hospitality Solutions, the Reservation Coordinator plays a vital role in managing and organizing room bookings, aiming for optimal occupancy and revenue while delivering outstanding guest service. This position serves as the primary liaison for guests and internal teams regarding room availability and reservations.
Key Responsibilities:
- Efficiently receive and process room bookings, ensuring precision and compliance with established reservation standards.
- Deliver exceptional customer service by addressing guest inquiries, assisting with bookings, and managing special requests in a timely and professional manner.
- Allocate rooms based on guest preferences and requests whenever feasible.
- Oversee room availability, types, and pricing categories to maximize occupancy and revenue, collaborating with the revenue management team to execute pricing strategies.
- Manage group bookings, working closely with the sales team and event coordinators to facilitate a seamless reservation experience for group attendees.
- Ensure pricing aligns with market codes and document any exceptions.
- Conduct daily reviews of out-of-order rooms.
- Perform checks for duplicate reservations.
- Block rooms as necessary on a daily basis.
- Generate daily reports.
- Coordinate tasks and collaborate with other departments.
- Organize and manage check-in/pre-registration processes for arriving groups.
- Pre-register selected guests and prepare key packets accordingly.
- Review, track, and accommodate requests for room or check-out changes when feasible; communicate updates to relevant staff.
- Verify and adjust guest billing as needed.
- Maintain accurate guest documentation and paperwork.
- Secure valid payments utilizing appropriate systems.
- Identify any potential over-commitments.
- Adhere to quality assurance standards.
- Foster and maintain positive working relationships with colleagues.
- Follow up with guests to ensure their needs and requests have been met satisfactorily.
- Assist with the check-in and check-out processes, ensuring a smooth and welcoming experience for all guests.
- Manage reservation cancellations, modifications, and no-shows in accordance with hotel policies.
- Promote hotel amenities and upgrades to enhance guest experiences and boost revenue.
- Maintain effective communication with other hotel departments to promptly address guests' needs and requests.
- Address and resolve guest concerns or complaints related to reservations in a courteous and efficient manner.
- Keep accurate and up-to-date records of reservations, guest information, and relevant statistics, preparing reports as necessary.
- Ensure all reservations are processed accurately and in line with company policies and procedures.
- Stay informed about the company's loyalty program, policies, and procedures to provide guests with accurate information.
- Receive, record, and relay messages accurately and legibly.
- High school diploma or equivalent; additional education or certification in hospitality is advantageous.
- Prior experience in hotel reservations or front office roles is preferred.
- Familiarity with reservation systems and property management software is beneficial.
- Strong organizational and management skills, with the ability to mentor subordinates for career advancement.
- Excellent customer service and communication skills, both verbal and written.
- Able to thrive in a fast-paced environment, managing multiple tasks simultaneously.
- Attention to detail and the ability to maintain precise records.
- Proficient in computer usage and basic software applications.
- Willingness to work flexible shifts, including evenings, weekends, and holidays.
