Reservations Coordinator Dual Role at Sonesta Hotels International Corporation in Atlanta, Georgia

Job Description:

Job Description Summary

The Group Reservations Coordinator will coordinate all hotel reservations, both transient and group. Build/enter and then maintain all group blocks, individual reservations, and rooming lists in all systems. The Reservation Coordinator is an integral member of the Revenue, Sales and Catering team who works most closely with the Reservation Supervisor and Area Director of Revenue Management, Business Travel Directors and Catering Event Managers. Ideal candidate must own the position, handle consistent workload, multi-task while prioritizing duties and show strong initiative. This is a dual role position. The individual will also serve in the capacity of a Front Desk Agent. The Front Desk Agent sets the tone for Sonesta's mission of "Wowing" our guests with Amazing
Moments. The role's primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction. The ideal candidate has a passion for hospitality and going beyond for our guests. This is not an entry-level position.

Job Description

• Maintain high level of attention to detail and accuracy of data input.


• Utilize systems related to your job functions including but not limited to: OPERA, Synxis, Delphi, Passkey/GroupMAX, third party housing sites.


• Ensure daily, weekly, monthly, and month end tasks are completed from the Reservations Coordinator checklist.


• Coordinate computerized reservation, inventory and revenue management systems. Ensure transient pricing, length of stay controls, inventory levels, group inventories, group cut-off dates, and all other transient and group controls and restrictions are adhered to.


• Own and manage all sellouts until the day of arrival. Upon day of arrival, turn over responsibility to the Front Office or as instructed by the Area Director of Revenue Management.


• Enter reservations via email and phone from Business Travel Manager pertaining to special corporate accounts.


• Enter group contracts into all necessary reservation systems and communicate group information to the front office.


• Follow through and detail every group master or transient reservation. Build group blocks to deploy the standard business strategy for each group type (call-in, rooming list, wedding, etc.).


• Manage inventory, keeping it in sync between Opera and Synxis. Setup and manage reservation links and test prior to sending to Service Managers and/or Meeting Planners.


• Manage rooming lists. Determine strategies to deploy upsell/incremental revenue drivers. Manage primary inventory to ensure room availability above the blocks is available to generate upsell revenue. Make, modify and cancel reservations as requested.


• Answer all calls and questions regarding hotel facilities and rates in a professional manner at all times. Promptly provide accurate information regarding availability, accommodation types.


• Other duties as assigned by manager.

• Must be able work in a fast-paced environment.

• Guest-facing position standing behind desk.

Physical Demands

• Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Ability to stand during entire shift. Expected Hours of Work

• Must be flexible to work variable days of the week to include weekends and holidays.

• Must be flexible to work variable shifts (days, nights, overnights).

• Ten to twelve hour shifts sometimes required. Education and Experience

• High School diploma or equivalent required.

• One year of previous hotel experience preferred. Principle duties and responsibilities (Essential Functions) include:

• Greet guests warmly and professionally.

• Register guests, verify registration, issue room keys and provide information on hotel services and room location.

• Manage the operations of the front desk, ensuring minimal time is required for check in and checkout.

• Accept payments, post miscellaneous charges and ensure prompt delivery of final bills to guests.

• Issue, control and release guest safe-deposit boxes.

• Maintain the security of cash, credit card transactions, and guest information.

• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events.

• Maintain knowledge of upcoming events, local area, and hotel offerings.

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.

• Up-sell rooms where possible to maximize revenue.

• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.

• Treat requests with professionalism, tact, and a courteous manner.

• Perform other duties as requested by management. Qualifications and Skills • Professional verbal communication skills.

• Excellent interpersonal and customer service skills, including dealing with difficult guests.

• Excellent organizational skills and attention to detail.

• Experience with Microsoft Office and Opera systems preferred. QUALIFICATIONS

• High school education or equivalent

• Hotel experience required

• Reservations experience preferred

Go Beyond @SonestaHotels WHO WE ARE We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality

This is a dual role position. The individual will also serve in the capacity of a Front Desk Agent.

Additional Job Information/Anticipated

Pay Range

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance


• Health Savings Account with Company Match


• 401(k) Retirement Plan with Company Match


• Paid Vacation and Sick Days


• Sonesta Hotel Discounts


• Educational Assistance


• Paid Parental Leave


• Company Paid Life Insurance


• Company Paid Short Term and Long Term Disability Insurance


• Various Employee Perks and Discounts


• Hospital Indemnity


• Critical Illness Insurance


• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.