Reservations Coordinator

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.

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.

• 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…