Reservations & Guest Specialist

3 weeks ago

Ottawa, Canada Homewood Suites by Hilton Full time

Description

Our Front Office Reservations Team is expanding We are seeking a Reservations & Guest Specialist that is highly organized, able to multitask, demonstrates excellent communication skills, and above all, has a passion for serving others In this role, the Reservations & Guest Specialist will have the opportunity to manage bookings online and over the phone. This role will work closely with multiple internal and external stakeholders to maximize hotel efficiency, the guest experience, and revenue.

Role Responsibilities:

Handle incoming inquiries via phone and online channels and action accordingly Ensure all reservation requests are handled and responded to in a timely and professional manner (telephone, fax, internet, internal channels) Liaise between Front Office & Sales Department pertaining to group reservation requirements Optimize hotel revenue potential by respecting and booking within approved parameters and promoting upsell opportunities to our guests Work closely with Sales and Accounting Departments to ensure billing is accurately setup Contribute to daily briefings and reports Handle all special reservations (third party agents, , packages, and discounts) Communicate any rooming challenges and opportunities with Sales & Front Office Assist with the preparation of group arrivals (block rooms, prepare keys, ensure proper billing is setup, etc.…) and communicate across various departments to ensure seamless check-in experience Work closely with Revenue Management to monitor booking trends and rate strategies Provide support to Front Office operations as required (unrestricted hours) Follow all hotel and department standards and policies as set forth by Concord Hospitality & Hilton Hotels

Job Requirements

PMS skills - OnQ is considered a strong asset Excellent communication skills (verbal & written) Strong interpersonal and analytical skills Experience working with 3rd party booking channels Able to multitask in fast paced-environment Basic understanding of hotel reservations systems Strong attention to detail Be willing to work unrestricted hours and days of the week, which may include morning, evenings, weekends and holidays Bilingual in English & French is an asset

Here are some reasons our associates like working for us:

Benefits

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

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