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Essential Duties and Responsibilities:
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- Serve as the first point of contact for guests, delivering warm, professional, and personalized service through phone and email communications.
- Respond promptly and professionally to reservation inbox inquiries, guest questions, concerns, and special requests, resolving issues when possible and escalating as appropriate.
- Create, modify, and manage individual and group reservations, ensuring all guest information, payment details, rates, and reservation requirements are accurate and complete.
- Maximize revenue opportunities through upselling and recommending appropriate room types, packages, and hotel offerings.
- Assist the Group Rooms Coordinator with rooming lists, routing and billing arrangements, and other pre-arrival reservation functions.
- Set up and maintain accurate reservation notes, billing instructions, and routing to support Front Desk, Conference Services, Accounting, and other hotel departments.
- Communicate hotel policies, including cancellation, deposit, and special event requirements, clearly and accurately to guests.
- Remain knowledgeable about hotel inventory, rates, amenities, outlets, V.I.P guests, local attractions, and current hotel events in order to provide accurate information and recommendations.
- Maintain a high level of accuracy, attention to detail, and efficiency while managing a high volume of calls, emails, and reservations.
- Perform other duties as assigned
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