Reservations Coordinator

4 days ago

Palm Springs, California, United States Thompson Palm Springs Full time

At Thompson Palm Springs, a member of the Hyatt collection, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences.

Key Responsibilities:
  • Deliver exceptional customer service and provide travel advice and solutions to guests.
  • Empower guests to make creative decisions using tools and market insight to drive revenue and customer loyalty.
  • Promote Thompson's service philosophy and style through our people attributes.
  • Adhere to Thompson standards in job performance and retail policies.
  • Sell luxury sleeping accommodations, wellness services, and the restaurant.
  • Probing and suggesting the appropriate services and room product in a short booking window.
  • Address a diverse customer base ranging from Travel Advisors, High Net Worth family managers and individual travelers.
  • Create customer loyalty and enhance the guest experience.
  • Capture sales from incoming reservation calls and coordinate details of each reservation.
  • Guide guests through all their options when selecting the most suitable accommodations based on their preferences and needs.
  • Complete internal reservation forms.
  • Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests.
  • Process Group room block, Internal Reservations and FIT reservations.
  • Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
  • Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention or VIP guests.
  • Review reports to ensure all reservations are setup with correct billing requirements, traces and estimate time of arrival.
  • Maintain knowledge regarding handling types of reservations, such as Luxury Consortia, wholesale, packages and negotiated business.
  • Actively promote our resort services, packages, and special offers to potential guests.
  • Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management, despite difficulties or obstacles.
  • Collaborate with other departments to ensure guest requests and preferences are met.
  • Promptly and professionally, respond to guest inquiries and resolving any issues or complaints to maintain their Thompson experience.
  • Offer recommendations for local attractions, dining, and entertainment options.
  • Maintain a thorough knowledge of the resort's facilities, services, and policies.
  • Manage time effectively (including adherence to assigned schedule, attendance, break time compliance, etc.)
  • Take ownership of personal development while aligning with team priorities and company goals.
  • Communicate guest preferences, special requests, and important information to relevant colleagues.
  • Participate in regular team meetings and training sessions to enhance product knowledge and sales skills.
  • Maintaining relationships with travel agents and other key partners. This includes building rapport, developing partnerships, and ensuring that the needs of these partners are met.
  • Ensuring that the reservations department complies with all relevant regulations. This includes staying up-to-date on industry regulations and ensuring that the reservations department is in compliance.

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