Group Reservations Coordinator
Fairfax - Virginia (VA), 22033
To answer telephone inquiries in a friendly and courteous manner, and employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with PM Hotel Group's high standards of quality.Summary of Essential Job Functions• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote PM Hotel Group and brand-specific marketing programs. Assign reservations based on guest preferences and availability. • Read, retrieve, communicate and verify information
Summary of Essential Job Functions
Candidate will manage group reservations and group rooms inventory as part of the convention services process, specifically:
Establish initial contact with customer at file turnover
Maintain relationship with customer, up to arrival, for all matters pertaining to guest room usage, including obtaining no-show and wash history, obtaining and managing changes to rooming lists, and tracking and managing the inventory for individual call-in groups.
Prepare and submit group rooms recap reports, including the tracking/posting of group comps, and rebate/commission calculations .
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in.
Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others.
Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
- Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information. Ability to access read and accurately input information using a moderately complex computer system. Ability to establish and maintain effective working relationships with associates, customers and patrons. Ability to sit for extended periods of time. Ability to input 40 WPM on a computer keyboard.
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PM Hotel Group staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PM Hotel Group associate is a guest relations ambassador, every working minute of every day.
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to PM Hotel Group . Every PM Hotel Group associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.
Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.