SUMMARY OF RESERVATION SPECIALIST POSITION:

The Reservation Specialist handles incoming reservation inquiries, processes bookings, and provides excellent customer service, ensuring smooth and accurate hotel operations for all guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming reservations calls from both group and walk-in clients, create reservations as needed
  • Send reservation and confirmation letters and enter guest requests
  • Communicate applicable deposit and guarantee policies as requested
• Enter and update guest information accurately in the hotel's reservation system
• Coordinate with other hotel departments to ensure all guest requests are met, such as room preferences, special occasions, and transportation arrangements
• Quickly answer guest calls and respond to guest emails with clear communication
• Identify, research, resolve and communicate guest issues and requests with expedient follow-up
• Handle guest complaints, concerns, or special requests promptly and effectively
• Take ownership of resolving issues and finding suitable solutions, collaborating with other hotel departments as necessary
• Monitor daily sales activity and alert Front Office Manager of sold out nights, group status and possible problem situations
• Work with FOM to handle complaints in a tactful manner and negotiate resolutions
• Complete logs and reports accurately and expediently
• Ensure processing and proper handling of Credit Card Authorization forms
• Manage accounts:
  • RocketStay reservations
  • Special Corporate clients and reservations, including taking calls, communicating availability and ensuring reservations are made correctly,
  • Group reservations
  • Expedia reviews, responses, cancellations, billing
  • Booking.com reviews, responses, cancellations, billing
• Room Management
  • Identify opportunities to upsell hotel services, amenities, and upgrades
  • Destination Fee
• Assist and provide support to front desk during peak times of the day and as needed
• Participate in weekly calls with Director of Sales & Marketing and Sales Manager to stay informed of new contracts, group resumes, and special requests
• Provide backup support for Sales Manager, including assisting in completing group resumes and handling client inquiries
• Be the liaison between group clients and the sales team - including securing and entering rooming lists by contracted due dates
• Responsible for all pre-registration, room blocks, and handling all special reservation requests for individuals and groups
• Manage assigned group blocks including pick up or approaching cut off dates
• Review group resumes and convey all pertinent information in the system to appropriate personnel
• Onsite point of contact for all groups
• Secondary point of contact for events at The Wilson Hotel
• Other duties as assigned by Management

Position Requirements

• High school Diploma or equivalent.
• Previous customer service experience preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It