What are the responsibilities and job description for the Group Rooms Coordinator position at Westin Hotels?
Essential Job Functions
- Maintain use of Hotel Language at all times to enhance sales and overall guest experience.
- Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
- Maintain information on and promote hotel facilities to guests and callers.
- Answer reservation phone lines using a clear and pleasant tone of voice and the correct verbiage. Listen to callers and respond to caller requests.
- Take personal ownership of each call and anticipate caller’s needs to create the ultimate Guest Experience.
- Provide accurate information regarding availability, guestroom types and accommodations, room rates, hotel facilities and services, local attractions/events, transportation to and from hotel, etc.
- Use correct hotel policies regarding hotel cancellations and deposit policies at all times.
- Promote special marketing programs.
- Record all pertinent reservation information from guest (name, address, dates of arrival and departure, how they heard about us, e-mail address, credit card number to guarantee reservation, etc.), input reservation information into system and reconfirm to guest using Day, Date and Time.
- Maintain correct use of Market Segment Codes at all times.
- Operate reservations computer system. Initiate and retrieve printed reports from computer printer.
- Adhere to all policies related to reservations operations to include the proper handling of room blocks and closed out periods, rate quotation, etc.
- Understand and quote the correct rates associated with caller’s affiliation, example corporate rate, group rate, CBS rates.
- Maintain effective communication within the reservations department, and with all hotel departments. Be responsive to instructions and suggestions and work to resolve problems.
- Work closely with the Sales department regarding VIP and special requests.
- Promptly respond to all incoming e-mails requesting rates and information regarding the hotel
- Listen to and promptly act to correct guest problems and complaints.
- Maintain clean and organized work area and properly file shipping forms and information updates.
- Knowledge of computer to include reservations and front office systems. Ability to read, input, retrieves, analyze and provide information on data found in computer system.
- Perform and comply with all accounting procedures.
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