Reservation Sales Coordinator

Department: Reservations

Reports to: Director of Call Center Operations

Status: Non-Exempt

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The main responsibility is to assist in managing transient & special corporate reservation email, and voice mail, as it relates to reservations functions at all properties for Mainsail Lodging & Development

Essential Functions

CORE WORK ACTIVITIES

• Ensure compliance of Mainsail Management Group, Inc.’s Core Values.
• Process or delegates all transient and special corporate reservation email requests, changes, and cancellations with the help of the Reservation Leadership team.
• Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate, through email and voicemail channels.
• Respond to any challenges found for accommodating rooming requests by communicating with the Cluster Revenue Management Team.
• Set-up proper routing instructions according to transient and/or special corporate accounting policies.
• Oversee accuracy of email reservations.
• Follow sales techniques to maximize revenue.
• Training in One Yield to ensure understanding of Revenue Management.
• Works closely with Reservation Leadership Team, as well as the Cluster Revenue & Group Housing Teams on a daily basis.
• To liaise with the client (internal & external) on a timely basis in order to collect all relevant information to meet the client’s specific requirements.
• At all times present and maintain high standards of communication, both written and verbal, to the client.
• To maintain an effective and organized filing on all confirmed bookings.
• To co-operate with the other departments to ensure a harmonious working environment & maximize efficiency.

• To initiate introductory calls during email turnover process when out of office.

• Respond to any challenges found for accommodating rooming requests by communicating with guest or on property contact, Sales Department, or Front Desk.

• Communicate with Cluster Revenue & Group Housing Teams to resolve errors with inventory balancing in the PMS and MARSHA systems.
• Set-up proper billing accounts (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing) according to rate code and or accounting policies.
• Proactive email & voice mail management.

• Determine the guest’s needs and provide detailed hotel benefits and features on all email correspondence.
• Identify and resolve customer service issues.  This requires using all resources provided as well as communicating with internal staff to insure that all guest issues are resolved or directed to the appropriate resource.
• Participate in on-going training and stay abreast of updates related to various programs and processes, organizing and keeping all resources available for efficient reference.
• Proficiency on various reservations/computer systems is required.
• Must be able to represent Mainsail in a highly professional manner.
• Utilize solid judgment, product knowledge, technical knowledge, problem solving, and customer service skills to ensure that service/fulfillment of contractual requirements are achieved and maintained.
• Display excellent communication skills and the ability to meet sales and business objectives.
• Negotiation skills a MUST.
• Must be able to work in a fast paced environment.
• Fully cooperate with all monitoring and coaching activities to improve personal skills and performance.
• Any other duties assigned by department leader.

Educational Background:

• High school graduate.
• 1 Year previous hotel / reservations / front office / experience. MARSHA, CI/TY and Opera PMS preferred.

Essential knowledge, skills, equipment used, and abilities needed.

• Excellent customer service skills.
• Good organizational and communication skills.
• Microsoft Office Applications, with strong Excel skills.
• Internet Searches.

Physical/Internal communications Demands

• Flexible and long hours sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, move objects.
• Ability to walking, standing, reaching frequently.
• Ability to sit for extended periods of time.
• Ability to communicate clearly.
• Bending, kneeling, stooping – occasionally.
• Constant verbal and written communication Multi-tasking.
• Ability to work under pressures of time.
• Constant communication with Reservation Supervisor and staff, Sales and Catering staff, Front Desk staff, Execustay Sales staff. Regular communication with Maintenance IT, and Housekeeping.
• Constant communication with guests/clients.

Mental Demands

• Make sound judgments quickly.
• Work on multiple tasks, making appropriate progress towards deadlines.
• Able to work independently, take direction and provide direction to others.
• Manage differing personalities within the office, the hotel and the community.
• Maintain the highest degree of confidentiality.
• Ability to work effectively in stressful, high pressure situations.
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.