Job Summary
As the Sales Reservations Coordinator, you will be primary support for the Sable/Lirica Sales Team and Conference Services & Group Housing Coordinator. You will be the first point of contact for clients and fielding and distributing group leads to the team. You will be responsible for group reservation management, coordinating guest room blocks, monitoring the day-to-day occupancy reservations, and revenue management system maintenance and FIT Reservations. There will be sales responsibilities on selling and servicing wedding and social room blocks and other assigned markets as outlined by Director of Sales.
Essential Duties and Responsibilities
The following represents a list of essential duties and responsibilities; other duties may be assigned as required.
- Answer sales main line for all incoming calls, emails, and online reservations promptly, accurately and courteously, assisting guests with reservation inquiries and requests.
- Build and distribute all incoming group and catering leads from Hilton/Delphi/Meeting Broker, phone calls, generic sales email addresses and gathering full and accurate details on the customer information, group details on rooms/space requirements and asking probing questions on room types, F&B needs and date flexibility and suggesting additional onsite events to support the complex and outlets.
- Enter all contracted room blocks into OnQ R&I with an awareness of room type availability and straight-line availability
- Work closely with hotel sales team to input group rooming lists, monitor group room pick up and cut off dates, charge group deposits, and maintain PEP Front Desk group masters and billing/routing set up
- Sell and service wedding room blocks and other groups as assigned by DOS and detail all assigned groups out in Delphi with all the required information
- Send weekly pickup reports to all individual call-in groups arriving within 90 days with day-by-day pickup and availability and latest rooming lists
- Partner with Conference Services Manager servicing all definite groups as assigned, managing the room block inventory, watching straight line availability and following up with the clients directly on any housing related inquiries.
- Enter non-direct connect reservations from FIT/Wholesale Partners (WebBeds/W2M/Hotel Tonight etc.)
- Manage the reservation system effectively, accurately recording guest information, preferences, and special requests.
- Handle reservation changes, cancellations, and modifications efficiently and accurately, updating the system and notifying relevant parties.
- Enter all VIP reservations and communicate details to leadership and front office team
- Distribute daily complex wide newsletter communicating occupancy, groups, special events, and VIPs to all staff
- Handle group & catering credit card transactions for reservations in an efficient, secure and accurate manner and collecting deposits as outlined on contracts.
- Communicate with the front-of-house operations on any and all requirements on reservations.
- Assist the Director of Revenue by running reports, adjusting rates and inventory, and maintaining GRO
- Attend weekly revenue meeting and any pre cons that groups may request
- Perform post event commission audits required by housing bureaus for convention group and managing commission payment in the Hilton FastPay System
- Partner with the Director of Sales on Business Travel Development and recognizing Business Travel Arrivals and welcome cards/amenities
- Uphold the highest standards of professionalism, hospitality, and guest service at all times and overall positive and enthusiastic manner both externally and internally
- Resolve guest requests and complaints in cooperation with appropriate departments.
- Possess knowledge of, and uses, emergency procedures.
- Maintain cleanliness and organization of work area.
Other Duties
- Perform special projects and other responsibilities as assigned.
- Perform other duties as requested by management.
Minimum Required Technical Skills and Qualifications
- Previous experience as a Reservations Coordinator or in a similar role within the hospitality industry, preferably in luxury hotel setting.
- Proficient in Microsoft Office applications suite.
- Excellent people skills and possesses a positive, outgoing, and naturally curious personality.
- Ability to work productively with other employees as part of a team.
- Demonstrate a high-level of proficiency with computers.
- Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.
- Ability to be a clear thinker in pressure situations and exercise good judgment. Remain calm and courteous in demanding and difficult customer situations.
- Ability to handle obstacles in a positive and professional manner and to effectively communicate these problems, along with suggested solutions.
Education/Certifications/Licensure/Experience
- High School Diploma or Equivalent.
- Previous hotel front desk experience.
- Previous guest relations training.
- Experience in hospitality industry in similar position, preferred.
Language Skills
- Excellent reading, writing, and oral proficiency in the English Language.
Physical Demands
The physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to continuously sit for extended periods of time.
- Use of hands, fingers, and forearms to operate computer is repetitive.
- Ability to lift or move objects up to 20 lbs.
Join us in creating memorable experiences by providing outstanding reservations support! We’re committed to fostering a vibrant workplace where your hospitality expertise can shine—apply today to become an essential part of our dedicated team!
Pay: $26.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
