Reservations Coordinator InterContinental Houston

JOB OVERVIEW

Manage and coordinate day to day pre-arrival room assignments in suites, pre-arrival requests, connecting rooms, specific preferences and room inventory as it pertains to the pre-arrivals and revenue maximization. Strategic fulfillment in revenue enhancements such as Nor1, stay enhancements among others. Performs colleague tasks to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

• Review daily room type availability in Opera vs actual reservations and balance any room type oversell ensuring the premium rooms are sold at its optimal rate.

• Pre-block VIP suite group contracted concessions, guests who are paying for the premium room at its BFR or near BFR rates, flag if a conflict is noted, such as overlapping reservations, day-use, sites, etc.

• Review daily arrival reports forwarded by Front Office, actioning missed special needs room assignments such as accessibility requirements, special arrangements (near or away from elevators, etc) or guest pre-arrival requests

• Review OOO / OS rooms on shoulder occupancy dates 80% and on projected near or sell-out dates, coordinate with MOD and adjust room inventory based on return of the OOO rooms

• Spot any reservations booked as ROH (Run of House) such as Opaque OTAs:
  Priceline / Hotwire and switch over room type to whichever room type is plentiful, example switch kings to double queens if kings are short

• Anticipate potential room turn issues such as flipping a large suite (Presidential / Grand Suite) and alert Housekeeping for such tight turns as a consequence of late check outs or day use.

• Flag Director of Rooms and or Director of Front Office for any room turn challenges such as a group block contracted for late checkout on a near sell-out or sell out date.

• Work with Housekeeping on show rooms for site visits and coordinate with Front Office if such rooms are to be used to an arriving guest.

• Coordinate with Sales and Event managers the release of scheduled site rooms in the event the same rooms will be utilized as a sleeping room for an arrival guest/s

• Review room routings for group blocks with R/T or special billing arrangements.

• Monitor group rooms on queue and prioritize and rush clean the room ensuring timely turn of the room and contacting the guest as and when the room turns ready.

• Coordinates with Front Office Managers, Reservations and Housekeeping leadership for any potential issues that prevents timely room turn

• Review one month occupancy outlook and spot for potential overbooking and or specialty suites (Presidential and Grand suites) conflict or overbooking.

• Review OXI for hung up reservations or not crossing over into PMS, act on hung up reservations to ensure accuracy of room count.

• Performs other related Reservation tasks as assigned or needed.

This job is a supervisory role in the Reservations Department in a full-service, luxury, resort, or major flagship hotel, which may include multiple sites and facilities, a number of major outlets, high volume of catering and convention facilities, and a large number of VIP and key guests.

Front Desk experience, preferably in a hotel of similar size and complexity.

Proficient in OPERA required.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
• Frequently standing up and moving about the facility
• Frequently handling objects and equipment to maintain the facility
• Frequently bending, stooping, and kneeling

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand, and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning,…