Key Job Functions
Responsible for scheduling staff to maximize efficiency of employee's work and to best handle the volume of reservations calls.
Work on sales techniques with each reservation agent to assure maximum call conversion and Sonesta standards.
Monitor calls to assure that each agent is following standards
Provide leadership role in the office, with the reservations staff as well as the rest of the front office staff working in the same area.
Make sure daily staff responsibilities are being completed correctly and in a timely manner.
Review employees performance not only on the telephone but also in their daily work
Training of new staff for the reservations Department and front desk staff.
Retraining to be scheduled for each reservationist and front desk staff member once a year.
Completion of employee reviews when due with consultation of the reservations manager monitor information being put into property management system by all staff in regards to reservations.
Pass on necessary irregular information in the system to the reservations manager or front office manager.
Follow current yield management principles.
Monitor availability and make recommendations as necessary .(i.e changing rates in system)
Resolutions reservations daily processing , assuring that all transactions are in the property management system and information is as accurate as possible.
Assist in the conversion form free selling in the property management system to the utilization of the rate calculator or selling rooms.
Apply to yield management software.
Assist the reservations manager in making any necessary changes in the various inventory system that provide room and rate inventory to the GDS.
Totally responsible for the operations of the reservations department in the absence of the reservations manager.
Monitor call conversations and call volume in the department to ensure agents are not taking too many calls to be able to sell correctly.
Assist the special events coordinator in handling special event reservations and billing situations.
Must be able act in this capacity in her absence.
Handle guest reservation concerns that agents cant handle.
Assist in the researching of no show wholesaler billing inquires.
Any other duties assigned by manager.
Deliver Passionate & Engaging Service to our Guests
You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model:
Greet or welcome everyone, warmly with a smile
Use eye and ear contact and guest's name
Establish/anticipate needs
Solve and own all requests/complaints
Thank everyone
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
Qualifications and Skills
A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.
Well -groomed, organized and self-motivating. Some knowledge of computer system, Opera helpful.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Basic knowledge and familiarity with MS Office, Windows. Opera knowledge and SYNXIS helpful.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk and talk or hear. The employee is occasionally required to sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including: Medical, Dental and Vision Insurance, Health Savings Account with Company Match, 401(k) Retirement Plan with Company Match, Paid Vacation and Sick Days, Sonesta Hotel Discounts, Educational Assistance, Paid Parental Leave, Company Paid Life Insurance, Company Paid Short Term and Long Term Disability Insurance and Various Employee Perks and Discounts.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
