Reservations Coordinator

The Reservations Coordinator for The Soho Grand Hotel and The Roxy Hotel is personable and genuine in each guest interaction to deliver impeccable customer service, while selling the hotel’s attributes and amenities. They are knowledgeable of the culture and happenings in the neighborhood and translate this information in their selling strategies to drive revenue and guest satisfaction. A successful Reservations Agent is a master of the booking process, supporting hotel reservations phone lines request, Sales Department and work to maintain system integrity by completing daily audits and ensuring any new rate plans or offerings are communicated to the guest and team members.

ROLE RESPONSIBILITIES

• Engage prospective guests; informing them about our property, use probing questions to ensure the right product is being sold and employ selling tactics to drive ADR and occupancy
• Own the guest experience, warmly welcome guest and use their name in all interactions, listen to and notate guest preferences in order to ensure guest satisfaction
• Take ownership within reason of any special guest request or guest concerns, feeling empowered to what is best to ensure a positive experience and if needed, refer to manager on duty
• Tailor benefits to the guest, amenities and hotel features that meet the guest’s needs and to provide a unique experience
• Be knowledgeable of the hotel's current and future availability and pricing strategy to meet financial goals of the hotel
• Monitor extranet, and third party booking sites. Cross reference their arrivals and cancellations with Opera and extranet to ensure accuracy. Set up billing routing on pre-paid bookings
• Understand hotel’s signature services i.e. Expedia Elite, Tablet Plus bookings and consistently enter traces and alerts for amenities, VIP recognition, preferences, and requests
• Run All Access Fee reports and apply to eligible reservations
• Monitor and Respond to Booking.com guest messages in a timely manner ensuring the highest level of service
• Accurately change and canceling reservations while adhering to the hotels policies
• Communicating confirmation numbers to guest via phone and email
• Participate in training shop calls to enhance service and guest experience
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Report to work punctually and regularly
• Successful performance, including meeting productivity standards
• Adherence to established grooming standards
• Be knowledgeable of NYC, specifically the Soho/Tribeca area. Being able to introduce the guest to “our” New York.
• Assist other hotel departments with any related issues to help meet and exceed guest expectations
• Assist guest service representatives with answering and transferring internal and external telephone calls to ensure timely and efficient service
• Respond to all in-house guest requests quickly and efficiently while maintaining positive guest relations at all times
• Record, coordinate, and close all calls input into the GuestWare system and ensure appropriate team is dispatched ie. engineering, housekeeping, and bell team calls
• Reliably accept and record guest mail, packages, laundry, etc. into Alice
• Coordinate with receiving department to ensure prompt and efficient delivery of packages to the guest
• Accurately posting charges for sundries/miscellaneous items to guest accounts
• Increasing guest loyalty by enrolling nonmembers into the GrandLife Rewards program, explaining all the benefits and assisting with enrollment process if needed

QUALIFICATIONS

• High school diploma or GED. (college degree preferred)
• Previous luxury NYC experience required
• Open availability, able to work late nights, overnights, weekends and holidays
• Excellent guest relation and communication skills
• A positive attitude and team mentality
• An understanding of NYC culture and events is a plus
• Ability to speak additional languages is a plus
• Opera Cloud experience preferred
• Data entry experience

ABILITY TO

• Successfully sell the product
• Provide training to new team members
• Exhibit excellent communication, time management and organization skills
• Have the ability to safely perform essential functions, with or without reasonable accommodation
• Excel in all guest service opportunities. Anticipate and understand guest’s service needs
• Be a clear thinker, remaining calm and resolving problems using good judgment while demonstrating ownership of the guest experience
• Follow directions thorough to completion
• Effectively resolve team member and guest concern
• Work cohesively with co-workers as part of a team in order to build team morale
• Maintain confidentiality of guest information and pertinent hotel data
• Work independently, with efficiency and reliability to complete all tasks to standard
• Create reports through the various required platforms when requested
• Maintain uniform and hygiene standards

WORK ENVIRONMENT

• Front office
• High internal and external call and email volume
• Must complete all tasks and guidelines by end of day
• Handle sensitive guest information
• Majority of work is completed on a computer
• Fast paced
• High call volume

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Food provided
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person