• Attend daily departmental line-ups and communicate all pertinent information to staff.
• Ensure staff’s knowledge of hotel services, features, and amenities.
• Communicate and coordinate how to process additional tasks as they arise.
• Ensure that all staff is able to access all functions of all computer systems according to established procedures and standards, communicate to Systems manager of any problem.
• Maintain confidentiality of all guest information.
• Monitor and ensure that all guest information is input into the system accurately, completely, and promptly.
• Monitor reservations requested by fax, internet, and mail.
• Ensure guest history information is collected and utilized on all guest transactions.
• Pre-block rooms where special requests are made.
• Review future reservations checking for duplicate bookings, room assignment accuracy, and special requests.
• Assist other departments whenever necessary in performing all job functions to the hotel’s standards.
• Accommodate all guest requests in an accurate and efficient manner.
• Work closely with other departments to effectively accommodate guests’ special requests and amenities.
• Review reservations listings daily to ensure accuracy of codes, rates, and guest information.
• Communicate room availability to all hotel staff.
• Assist Sales, Conference Services, and Group Coordinators in decision-making regarding group block availability and rate.
• Process morning reports and error log daily to maintain inventory balance.
• Monitor waitlist and determine priority of guests to be called.
• Review Travel Agent Commission report and resolve any inaccuracies.
• Research and respond to travel agent commission inquiries.
• Monitor and handle guest complaints/disputes following the instant pacification procedures and ensuring guest satisfaction.
• Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
• Maintain cleanliness and working condition of departmental equipment and work areas.
• Prepare work orders for maintenance repairs and distribute to Engineering.
• Maintain supply levels and legibly document needs on a requisition.
• Organize and set up office files; keep filing up to date.
• Ensure that all pertinent information is documented (reservation changes and addendums).
• Attend designated meetings.
• Participate in related Project Teams.
• Assist Revenue Management with inventory control.
• Maintain inventory balance.
• Review previous day’s “No-Show” reservations and bill appropriately.
• Assist Front Office staff in securing alternate accommodations in oversold situations.
• Organize site inspections for visiting agents.
• Prepare daily pick up report.
• Attend weekly Revenue Meeting.
• Input supply information into One Yield during absence of Revenue Management.
• Investigate any discrepancies in pick up report, large swings etc.
• Prepare zip code analysis.
• Prepare demand pace report.
• Prepare package update report.
• Inform all respective departments of new rates, room categories etc.
• Restrict/authorize inventory in absence of Revenue Management.
• Complete rate audit in Fidelio, provide descriptions of all rate programs for front office.
• Prepare reservations with any rate change requests etc.
• Develop relationships with competitor hotels.
• Inform Revenue Management of unusual activity e.g. excessive cancellations, pick up.
• Inform Revenue Management of compression in areas.
• Complete tracking of specialty rooms report.
• Balance inventories.
• Ensure refunds of advance deposits are processed in accordance with hotel policies.

Job Type: Full-time