Reservations & Revenue Coordinator
Fairmont Hotels & Resorts, Dallas, TX, United States
Company Description
Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.
Job Description
To ensure all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments. Ensure prompt, courteous and efficient handling of all requests by both guests and colleagues. Assist with guestroom reservations including changes, cancellations, processing travel agent commissions, responding to travel agent inquiries, managing guestroom inventory, and reviewing reservations for accuracy and hotel preparedness.
Responsibilities
Ensure that all incoming calls are responded to within 3 rings, using correct salutations and telephone etiquette
Process all reservations requests, changes and cancellations received by phone, e-mail, internally and through global reservations center (GRC), travel agencies or group planner
Ascertain caller’s needs through open-ended questions
Describe room accommodations and all amenities
Obtain all necessary information to book a reservation
Accommodate special requests and designate by notation in Opera Cloud
Access guest history records to best service guests
Maintain accurate information in guest history files
Promote special offers to callers requesting reservations on designated date
Verify availability, suggest alternate dates for fully committed dates
Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
Verify all reservation information with caller to ensure accuracy
Input correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, traces).
Process confirmation letters
Initiate deposit refunds for canceled reservations
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
Review group turnovers, room blocks and ensure that group reservations are made against the room block
Ensure group rooming lists are input in a timely manner
Monitor group cut-off dates to ensure rooms are released to inventory after cut-off date passes
Review group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent information
Attend weekly resume meetings
Compile and maintain information for daily/weekly/monthly reports
Monitor group reservation activity and communicate status with Sales Department during weekly pickup meetings
Conduct basic training for new staff
Work closely with other departments to effectively accommodate guest special requests and amenities
Process Travel Agent Commission batches weekly and research past-due commission claims
Action OTA and Wholesale bookings, changes, and messages through FIT emails and extranets. Update Extranet with cancellations and no shows
Monitor hotel inventory to ensure stay-through availability and upsell opportunities
Apply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenues
Review Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests and requirements, and potential VIPs
Review cancellation and no show daily and post charges when appropriate
Qualifications
QUALIFICATIONS:
Diploma or Degree in Hotel/Hospitality Management an asset
Previous experience with CRM (Opera) and (Opera CRS) systems
Fluent in English, with excellent communication skills (both verbal and written)
Fluency in a second language, preferably Spanish an asset
Strong interpersonal communication skills and problem solving abilities
Proficiency in Microsoft Office Applications including Excel necessary
Ability to suggestively upsell products and services
Ability to create and maintain organized records of customer information and data
Intermediate mathematical skills
Proficiency with computers and electronic equipment
Expertise in Microsoft Office Applications including Excel
What’s In It For You
Paid time off
Medical, Dental and Vision Insurance, 401K
Complimentary Shift Meal
Employee benefit card offering discounted room rates in Accor worldwide
Learning programs through our Academy designed to sharpen your skills
Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
Career development opportunities with national and international promotion opportunities
#J-18808-Ljbffr
Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.
Job Description
To ensure all procedures are performed to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments. Ensure prompt, courteous and efficient handling of all requests by both guests and colleagues. Assist with guestroom reservations including changes, cancellations, processing travel agent commissions, responding to travel agent inquiries, managing guestroom inventory, and reviewing reservations for accuracy and hotel preparedness.
Responsibilities
Ensure that all incoming calls are responded to within 3 rings, using correct salutations and telephone etiquette
Process all reservations requests, changes and cancellations received by phone, e-mail, internally and through global reservations center (GRC), travel agencies or group planner
Ascertain caller’s needs through open-ended questions
Describe room accommodations and all amenities
Obtain all necessary information to book a reservation
Accommodate special requests and designate by notation in Opera Cloud
Access guest history records to best service guests
Maintain accurate information in guest history files
Promote special offers to callers requesting reservations on designated date
Verify availability, suggest alternate dates for fully committed dates
Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
Verify all reservation information with caller to ensure accuracy
Input correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, traces).
Process confirmation letters
Initiate deposit refunds for canceled reservations
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
Review group turnovers, room blocks and ensure that group reservations are made against the room block
Ensure group rooming lists are input in a timely manner
Monitor group cut-off dates to ensure rooms are released to inventory after cut-off date passes
Review group resumes and attend resume meetings to ensure reservations and group blocks reflect pertinent information
Attend weekly resume meetings
Compile and maintain information for daily/weekly/monthly reports
Monitor group reservation activity and communicate status with Sales Department during weekly pickup meetings
Conduct basic training for new staff
Work closely with other departments to effectively accommodate guest special requests and amenities
Process Travel Agent Commission batches weekly and research past-due commission claims
Action OTA and Wholesale bookings, changes, and messages through FIT emails and extranets. Update Extranet with cancellations and no shows
Monitor hotel inventory to ensure stay-through availability and upsell opportunities
Apply room type changes and complimentary upgrades strategically to optimize hotel occupancy and revenues
Review Reservations Made Yesterday report on a daily basis to ensure booking accuracy and hotel preparedness for packages, special requests and requirements, and potential VIPs
Review cancellation and no show daily and post charges when appropriate
Qualifications
QUALIFICATIONS:
Diploma or Degree in Hotel/Hospitality Management an asset
Previous experience with CRM (Opera) and (Opera CRS) systems
Fluent in English, with excellent communication skills (both verbal and written)
Fluency in a second language, preferably Spanish an asset
Strong interpersonal communication skills and problem solving abilities
Proficiency in Microsoft Office Applications including Excel necessary
Ability to suggestively upsell products and services
Ability to create and maintain organized records of customer information and data
Intermediate mathematical skills
Proficiency with computers and electronic equipment
Expertise in Microsoft Office Applications including Excel
What’s In It For You
Paid time off
Medical, Dental and Vision Insurance, 401K
Complimentary Shift Meal
Employee benefit card offering discounted room rates in Accor worldwide
Learning programs through our Academy designed to sharpen your skills
Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
Career development opportunities with national and international promotion opportunities
#J-18808-Ljbffr