Reservations Coordinator

Aloft Lake Nona•Orlando, FL

About The Position

About CoralTree Hospitality Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that mold our interactions with everyone we encounter – our guests, our clients, our team, and our communities. We create engaging, impactful environments that connect people and places, awaken the spirit, and allow team members with talent, integrity, and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey. Job Overview: This position has oversight of the Group Rooms inventory and responsible for the accuracy of all reservations and group room blocks are set up according to contract/resume requirements. Integral part to the synergy or Sales, Revenue Management and Operations.

Requirements

At least three (3) years of hotel experience.
At least one (1) year of reservations experience.
The ability to demonstrate technical proficiency with reservation systems.

Responsibilities

Works with the Area Director of Revenue Strategy (ADORS) to pick up and track the daily activity of any definite groups.
Supply information on all groups booked by the sales department to the reservations department.
Reviews all contracts to ensure the accuracy of rates, room inventory and dates.
Attends group pre-con meetings.
Leads weekly group pickup meetings.
Audit all group entries in the system, to ensure it match our group contracts
Receive and enters all rooming lists
Lead all weekly group pick up meetings
Monitors cut-off dates, group pick-up, and provide weekly information to revenue & sales team.
Monitor attrition collection and no-show/cancellation revenue for all groups, monthly report required
Oversee addendum to contracts
Work with group clients to ensure they receive pick-up reports, rooming list, etc
Manage telephone and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
Understand seasonal and historical trends and works within them to ensure maximum occupancy and average room rates. Works close with Director of revenue strategy to ensure proper optimization of our rates and inventory
Monitor and manage crew rooming lists/reservation needs as required/needed
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
Respond to client’s correspondence for reservation requests by explaining service and amenities to sell group guest rooms. Process all reservations, changes and cancellations and provide confirmations.
Effectively gather all necessary information from guests, clients and confirm reservations.
Perform group bookings including building blocks, managing group inventory, auditing group blocks before/during and after departure.
Work with client’s housing team to produce group pick-up reports, ensure proper charge routing of reservations, VIP’s, special requests and perform group audits.
Act as a resource for both the hotel and the client for information.
Participate in weekly meetings with sales, front office, and revenue management departments, as needed
Create various reports supporting both sales & revenue management teams, as needed.
Liaison with Sales and Reservations and Front Office to ensure that all systems are in sync, guest & group information & changes are relayed timely to ensure successful outcomes of guest experience, billing and revenue management. Provide back-up to front desk and accounting as needed.
Maintain accurate files and systems.
Maintain and communicate knowledge of all room rates, packages and promotions.
Answer questions about property facilities/services and room accommodations.
Have knowledge of all hotel facilities/services, hour of operations, all guest room layouts, bed types, décor, room types and restricted dates.
Troubleshoot, resolve and document guest issues and concerns or escalate/ refer to appropriate individual.
Maintain, monitor and/or balance room availability for any given day as needed
Follow all company policies and procedures
Perform other duties as assigned by the Reservations Manager/Director of Revenue.