Group Rooms Coordinator

The Westin Washington Dulles Airport
2520 Wasser Terrace
Herndon, VA 20171, USA

Essential Job Functions

• Maintain use of Hotel Language at all times to enhance sales and overall guest experience.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
• Maintain information on and promote hotel facilities to guests and callers.
• Answer reservation phone lines using a clear and pleasant tone of voice and the correct verbiage. Listen to callers and respond to caller requests.
• Take personal ownership of each call and anticipate caller’s needs to create the ultimate Guest Experience.
• Provide accurate information regarding availability, guestroom types and accommodations, room rates, hotel facilities and services, local attractions/events, transportation to and from hotel, etc.
• Use correct hotel policies regarding hotel cancellations and deposit policies at all times.
• Promote special marketing programs.
• Record all pertinent reservation information from guest (name, address, dates of arrival and departure, how they heard about us, e-mail address, credit card number to guarantee reservation, etc.), input reservation information into system and reconfirm to guest using Day, Date and Time.
• Maintain correct use of Market Segment Codes at all times.
• Operate reservations computer system. Initiate and retrieve printed reports from computer printer.
• Adhere to all policies related to reservations operations to include the proper handling of room blocks and closed out periods, rate quotation, etc.
• Understand and quote the correct rates associated with caller’s affiliation, example corporate rate, group rate, CBS rates.
• Maintain effective communication within the reservations department, and with all hotel departments. Be responsive to instructions and suggestions and work to resolve problems.
• Work closely with the Sales department regarding VIP and special requests.
• Promptly respond to all incoming e-mails requesting rates and information regarding the hotel
• Listen to and promptly act to correct guest problems and complaints.
• Maintain clean and organized work area and properly file shipping forms and information updates.
• Knowledge of computer to include reservations and front office systems.(Lightspeed) Ability to read, input, retrieves, analyze and provide information on data found in computer system.
• Perform and comply with all accounting procedures.

High School or better.

Hotel sales, guest reservations or other relevant experience.

Equal Opportunity Employer
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