Processes reservations in a timely manner following Edward Village standards. Answers reservations inquiries in a friendly and courteous manner. Handles the team member reservations for the Team Member Travel Program.
Answers all reservations telephone calls and e-mails in a friendly manner, using clear English communication. When processing e-mails or listening to callers, ensures a clear understanding of their inquiries and requests.
Promptly provides accurate information regarding availability of accommodations and other requested information. Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
Processes all group contracts from the Sales Department.
Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists.
Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received.
Follows up with Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.
Maintains suite reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet customer needs. Processes reservation requests from team members at other hotels in the Edward Village family.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Assists office in any other administrative duties as needed.
Prepares reports as required.
Attends training and meeting as required.
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 hours; Constant – 6-8 hours.
Physical Activity Frequency
Climbing stairs Occasional
Near Vision Constant
Far Vision Constant
Lifting/Carrying (# lbs.) Occasional up to 20 lbs.
Regular attendance in conformance with the standards, which may be established by Edward Village from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Perform other reasonable duties as assigned by Management.
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to read, listen and communicate effectively in English.
Ability to access, read and accurately input information using a moderately complex computer system
Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.
High School graduate or equivalent required.
Prior Reservations, Front Office or travel industry experience
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Upon employment, all employees are required to fully comply with Edward Village rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.