Central Reservations - Coordinator

Responsible for working directly with our leisure mini group guests to ensure details and organization for their stays.  Assist in the input and reconciliation of all internet bookings via OVI website and all 3^rd party booking sites and Wholesale/Travel agents as well as internal employee bookings.  Provides Forbes 5 Star level of service in assisting with all guest and travel agent reservations as well as internal communications including but not limited to Rooms, Spa, Golf, and Restaurant Reservations.  Ensures detail accuracy and completeness as well as guest satisfaction. 

STANDARD SPECIFICATIONS:           

            Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Associates or guests.

SKILLS AND Qualifications:

Essential:

1. Minimum of one (1) year experience in a customer service oriented position.
2. Requires prior experience handling high email volume.
3. Previous customer service training.
4. Proficiency in reading, writing, and speaking the English language.
5. Ability to perform basic arithmetic.      
6. Warm and welcoming demeanor and exceptional phone etiquette.
7. Exceptional communication skills both written and verbal.
8. Ability to remain calm and courteous in demanding and difficult customer situations.
9. Ability to prioritize and organize work assignments.
10. Computer proficiency in MS Office (Word, Excel, Google Mail).
11. Demonstrate proficient typing skills.
12. Ability to work cohesively as part of a team.
13. Ability to thrive in a fast paced environment.
14. Ability to focus attention to detail.

Desirable:

1. Experience in hospitality industry in a similar position.
2. Experience with Reservations systems or programs, OPERA, Resort Suite, Navis and Aspire preferred.
3. Ability to communicate in a second language.

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position.  Associates will be required to perform any other job-related duties assigned by their supervisor.

1. Monitor and input all leisure mini groups assigned to coordinator.
2. Monitor and input all internal (management) and internet reservations (both OVI website and OTA).
3. Follow-up on requests from Info line emails. Make any reservations or add special notations within the guest’s room reservation based on requests. 
4. Continuous understanding and work with the bill components of our reservations; working with Accounting as a team to facilitate accurate information.
5. Plan, organize and anticipate future guest’s needs/wants and expectations in accordance with AAA Five Diamond and Forbes 5 Star Standards.
6. Sell the property and activities including Spa, Golf, and Food & Beverage.
7. Coordinate connects with our Discover Ojai team for reservations with outside vendors and restaurants (i.e. horseback riding, bike riding, surfing, kayaking, etc.)
8. Up-sell rooms, activities, special events such as Grand Buffets or special events.
9. Provide prompt courteous service to emails and voice messages to ensure quality and completeness of reservations booked.
10. Remain knowledgeable of OVI special events as well as local events.  Also build relationships with these facilities and vendors. 
11. Remain well versed in all resort features including:
    1. Guest rooms and locations.
    2. Spa amenities and treatments.
    3. Golf course and golf amenities, services and classes.
    4. Food & Beverage outlets, menus, and special offerings.
12. Remain well versed in resort policies, procedures and hours of operation for the various outlets.
13. Remain well versed in OVI packages, promotions, and specials.
14. Understand and follow reservation policy pertaining to guarantees, cancellations, and no-shows and communicate them clearly to each guest.
15. Creatively be able to fulfill the guest needs or suggest alternatives if necessary to allow the guests to best utilize our resort or the local area facilities in a fashion that is meaningful to them.
16. Confirm all activities planned for your guests and secure confirmation numbers or names where applicable. Record this information for final itinerary when necessary. Communicate itinerary to guest.
17. Act as a team player and assist other agents with their job functions to ensure optimum service to guests.
18. Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward call to manager/supervisor for further resolution.
19. Ensure confidentiality of hotel guests.
20. Secondary back up for office call volume at a 5 Star level of service; if needed based on supervisor request.
21. Ascertain guest inquiries and demonstrate resourcefulness in providing solutions.
22. Follow up on assignments given by the Associate Revenue Manager.

Communication:

**The Office Coordinator is a support to the whole team. They will be able to support in full reservation agent capacity to ensure the guests experience is a “one-stop shop”.