Deliver efficient, accurate, and courteous reservation services
To maintain constant communication with the Sales/Marketing/Events, Revene Management, and Front Office Departments regarding room status and SOPs
Participate in all trainings support department KPIs.
To implement reservation sales programs, monitor results and direct the operations in a manner fitting the Raffles Boston culture and brand standards.
To monitor and control inventory levels in the Hotel's Property Management System as implemented by the Director of Revenue Management and communicate daily to the Reservations Staff
To maintain selling skills, conversions and upselling
To monitor and reconcile group blocks and ensure rooming lists are received and entered in a timely manner
Ensures reservations are properly detailed and guest profile database is properly maintained
Strong knowledge of high end luxury agencies and their respective programs
To respond to any guest or customer concerns and ensure solutions are in the best interest of the guest and the hotel
Research and process travel agent commissions.
To delegate and monitor the progress and completion of all work
Participate in department colleague engagement action planning
Support Director of Revenue in proactive and accurate maintenance and management of all systems: Opera PMS, ORS, Ideas RMS, OTA Extranets.
Champion relationship with GRC and ensure call center is properly equipped with relevant and current hotel information.
Achieve exceptional guest service and employee satisfaction results.
Ensures a clean and safe working environment in accordance to health regulations and the hotel’s health and safety program.
Adheres to all Brand Environmental policies and procedures.
Responsible for completion of daily Reservations check list and any and all SOP’s related to it
Ensure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrivals.
Attend the weekly Resume Meeting and ensure all details are noted appropriately in PM in advance of arrival when Reservations Coordinator is unable.
Ensure that inventory - brand availability and overbooking – parameters are monitored
Conduct weekly test calls of GRC team to ensure quote in line with strategy and knowledgeable about hotel
Assists with set up of Groups for on line booking via Passkey
Answer phones and handle inquiries about hotel (includes general reservations email box)
Assist the DRM with regular checks for CRS maintenance and trouble shooting
Monitor reservations for special or VIP arrivals including but not limited to Global Reservations Agents and Sales Colleagues at sister hotels
Monitor Nor1 upgrades and award when possible.
Go through arrivals 3 days out to ensure reservations are set up properly (billing, special requests noted and actioned)
Crosscheck Expedia arrivals
Crosscheck Booking.com arrivals
Crosscheck ResaWeb arrivals
Attend Block Pickup meeting and action any notes
Attend scheduled pre-convention meetings as necessary