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Guest Reservation Specialist

2 months ago

Atlanta, Georgia, United States Emory Conference Center Hotel Full time

Position Overview:

The Guest Reservation Specialist is responsible for delivering prompt, courteous, and efficient management of all inquiries related to guest room bookings, modifications, cancellations, and general information.

Primary Responsibilities:

  • Maintain comprehensive knowledge of: a) All hotel amenities and services, including operational hours. b) All guest room configurations, bedding options, decor, features, and locations. c) Room availability for any specified date. d) Restricted dates, pricing, and room categories. e) All room rates, packages, and promotional offers. f) Specific arrangements between the hotel and travel agencies or corporate reservation centers. g) Entertainment and special events scheduled at the hotel.
  • Utilize all functionalities of the computer reservation system.
  • Prepare the workstation with necessary supplies and reference materials.
  • Answer incoming calls promptly, adhering to proper telephone etiquette.
  • Process all reservation inquiries, modifications, and cancellations received via phone, fax, mail, or through corporate reservation centers or travel agencies.
  • Identify callers' needs through effective questioning techniques.
  • Provide detailed descriptions of room accommodations and available amenities.
  • Gather all required information to finalize a reservation.
  • Accommodate special requests and ensure they are noted in the system.
  • Access guest history records to enhance service quality; maintain accurate guest history files.
  • Optimize rates for all reservations.
  • Promote and sell holiday packages and other offers to callers requesting reservations for specific dates.
  • Assist callers with dining reservations and amenity requests.
  • Confirm availability of requested accommodations.
  • Suggest alternative dates when requested dates are fully booked.
  • Explain guarantee and cancellation policies to callers; assign and communicate confirmation or cancellation numbers.
  • Provide accurate information regarding transportation options from the airport to the hotel; document such requests.
  • Establish appropriate billing accounts (e.g., shared rooms, room/tax/incidentals, tax-exempt, direct/special billing) and manage advance deposits.
  • Verify all reservation details with the caller to ensure accuracy.
  • Input accurate information into the system to inform other departments of relevant details (e.g., flags, comments, guest messages).
  • Document all manual reservations on the designated form.
  • Enter all manual reservations into the system.
  • Process confirmation letters for reservations.
  • Assign and apply appropriate travel agency commissions.
  • Initiate refunds for deposits on non-group reservations.
  • Direct requests for group room bookings, banquet, or convention inquiries to the Sales Department.
  • Create individual files and group masters with relevant information for each group booking received from the Sales Department.
  • Update changes received from Sales.
  • Set up group room blocks in the system.
  • Book group reservations against the established room block.
  • Input group rooming lists accurately.
  • Monitor group cut-off dates and review with Sales or group contacts.
  • Review group resumes and communicate all pertinent information in the system to relevant personnel.
  • Monitor and maintain waitlists on a daily basis.
  • Process requests for mailing brochures, correspondence, and package information.
  • Compile and maintain data for daily, weekly, and monthly reports.
  • Review the status of assignments and any follow-up actions with the incoming Agent.

Qualifications:

  • High school diploma or GED with a minimum of 1 year of relevant experience; or any equivalent combination of education and experience that provides the necessary knowledge, skills, and abilities.
  • Must possess a working knowledge of Front Office procedures.
  • 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.