Reservations Coordinator

Raffles Hotels & Resorts; Boston (MA); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Discounted hotel rates

Health insurance

Dental insurance

Vision insurance

Life insurance

Development opportunities

CSR programs

Job summary

Raffles Boston is seeking a Reservations Coordinator to deliver efficient, accurate reservation services and maintain seamless communication with Sales, Revenue Management, Events, and Front Office teams to optimize room status and SOP adherence. The role requires at least 2+ years in a luxury hotel setting, a college degree preferred, and strong Excel, Opera PMS, and OTA extranets proficiency.

Excellent written and verbal communication, multitasking, and a commitment to Forbes 5-star standards

Qualifications

• 2+ years of prior experience in a related position in a luxury 5 star hotel preferred.
• College degree in hotel or business administration highly preferred.
• General knowledge of the Revenue Management/Sales & Marketing profession.
• Strong computer literacy with Opera PMS, OTA extranets and Microsoft Office.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Deliver efficient, accurate, and courteous reservation services.
• Maintain communication with Sales/Marketing/Events, Revenue Management, and Front Office regarding room status and SOPs.
• Participate in all trainings support department KPIs.
• Implement reservation sales programs and monitor results per brand standards.
• Monitor and control inventory levels in the PMS and report to Reservations Staff.
• Maintain selling skills, conversions and upselling.
• Handle group blocks, rooming lists, and timely entry of guest details.
• Ensure guest profiles are detailed and up-to-date.
• Respond to guest or customer concerns with optimal solutions for guest and hotel.
• Assist with setup of Groups for online bookings via Passkey.

Skills

Communication skills

Hotel reservations

Excel

Opera PMS

OTA extranets

Microsoft Office

Education

College degree in hotel or business administration

Tools

Opera PMS

OTA extranets

Microsoft Office

Passkey

Job description

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Job Description

• Deliver efficient, accurate, and courteous reservation services
• To maintain constant communication with the Sales/Marketing/Events, Revene Management, and Front Office Departments regarding room status and SOPs
• Participate in all trainings support department KPIs.
• To implement reservation sales programs, monitor results and direct the operations in a manner fitting the Raffles Boston culture and brand standards.
• To monitor and control inventory levels in the Hotel's Property Management System as implemented by the Director of Revenue Management and communicate daily to the Reservations Staff
• To maintain selling skills, conversions and upselling
• To monitor and reconcile group blocks and ensure rooming lists are received and entered in a timely manner
• Ensures reservations are properly detailed and guest profile database is properly maintained
• Strong knowledge of high end luxury agencies and their respective programs
• To respond to any guest or customer concerns and ensure solutions are in the best interest of the guest and the hotel
• Research and process travel agent commissions.
• To delegate and monitor the progress and completion of all work
• Participate in department colleague engagement action planning
• Support Director of Revenue in proactive and accurate maintenance and management of all systems: Opera PMS, ORS, Ideas RMS, OTA Extranets.
• Champion relationship with GRC and ensure call center is properly equipped with relevant and current hotel information.
• Achieve exceptional guest service and employee satisfaction results.
• Ensures a clean and safe working environment in accordance to health regulations and the hotel’s health and safety program.
• Adheres to all Brand Environmental policies and procedures.
• Responsible for completion of daily Reservations check list and any and all SOP’s related to it
• Ensure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrivals.
• Attend the weekly Resume Meeting and ensure all details are noted appropriately in PM in advance of arrival when Reservations Coordinator is unable.
• Ensure that inventory - brand availability and overbooking – parameters are monitored
• Conduct weekly test calls of GRC team to ensure quote in line with strategy and knowledgeable about hotel
• Assists with set up of Groups for on line booking via Passkey
• Answer phones and handle inquiries about hotel (includes general reservations email box)
• Assist the DRM with regular checks for CRS maintenance and trouble shooting
• Monitor reservations for special or VIP arrivals including but not limited to Global Reservations Agents and Sales Colleagues at sister hotels
• Monitor Nor1 upgrades and award when possible.
• Go through arrivals 3 days out to ensure reservations are set up properly (billing, special requests noted and actioned)
• Crosscheck Expedia arrivals
• Crosscheck Booking.com arrivals
• Crosscheck ResaWeb arrivals
• Attend Block Pickup meeting and action any notes
• Attend scheduled pre-convention meetings as necessary

Qualifications

Education & Experience:

• 2+ years of prior experience in a related position in a luxury 5 star hotel preferred
• College degree in hotel or business administration highly preferred

General Requirements

• General knowledge of the principles and practices within the Revenue Management/Sales & Marketing profession
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence others
• Ability to make decisions with only general policies and procedures for guidance
• Strong computer literacy, particularly with Opera, OTA extranets and Microsoft Office
• Must effectively adhere to strict daily/weekly/monthly deadlines.
• Extensive proficiency in Excel, Word, and PowerPoint required and ability to manipulate data essential
• Strong knowledge of Forbes Standards and ability to coach team in achieving 5-star standards
• Attention to detail required.
• Ability to operate in a team environment.
• Excellent written and verbal communication skills
• Excellent interpersonal skills and demonstrated maturity.
• Ability to manage multiple tasks and responsibilities at once.

Additional Information

• Hourly Range: $27.81/Hour - $30.90/Hour
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities