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Reservationist
To provide pre-arrival services to our hotel and restaurant guests/patrons including room merchandising, reservation and room assignment activities, selling additional services such as restaurant reservations and spa treatments, pre-arranging guest activity requests, and cross-selling.
Key Areas of Accountability:
- Answer and handle all incoming telephone calls efficiently and accurately according to Mirabel Standards.
- Make and confirm room reservations according to each hotel’s standards utilizing rooms merchandising techniques.
- Make and confirm dining reservations according to each restaurant’s standards.
- Have extensive product knowledge of each of the properties and services in order to effectively service guest needs and effectively sell our services.
- Be familiar with all packages, promotions, events and advertising that a guest may call about.
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions.
- Ensure guests are advised of policies and deposit requirements.
- Offer and make pre-arrival arrangements for restaurant reservations, spa treatments, transportation, entertainment and any other guest requests.
- Keep familiarity current with Market Segments and Sources, Rates, Packages and Promotions.
- Communicate effectively with management and fellow employees.
- Complete Daily Tracking Reports & Checklists.
- Follow up on all Internet Bookings, assign room numbers, charge deposits, update notes, send e-mails or call by phone to sell dinner reservations or spa services and anticipate guest needs.
- Keep familiar with and be able to close out or manage third party reseller sites as assigned.
- Able to research past guest history and answer billing questions.
- Assist with training new Front Desk staff or Reservationist as assigned.
- Handles Expedia or other reseller sites billing as assigned.
- Assists with other responsibilities related to group reservations, revenue management, and restaurant book maintenance.
Other Duties and Responsibilities:
- Attend all mandatory staff meetings and training sessions.
- Transmit and receive telephone messages.
- Complete Daily Tracking Reports & Checklists.
- Follow up on all Internet Bookings, assign room numbers, charge deposits, update notes, send e-mails or call by phone to sell dinner reservations or spa services and anticipate guest needs.
- Complete special projects as assigned by the Owners and General Manager.