Reservation Specialist

Role Responsibilities

• Manage the completion of reservation requests that are generally 1-10 room nights to fulfill customer needs and ensure satisfaction.
• Reserve rooms that are consistent with the client guidelines concerning per diem, amenities, mileage parameters, authorized requestor parameters, hotel preferences, etc.
• Respond to and complete requests for clients before established due times.
• Utilize decision-making skills to find hotel options that meet business financial goals.
• Enter requests and reservations accurately into the system.
• Exhibit and utilize knowledge of the hotel industry and regional markets associated with clients.
• Meet all client deadlines.
• Respond to clients by communicating quickly and accurately.
• Call and follow up with clients on outstanding requests before arrival to complete requests.
• Resolve all client and hotel issues regarding extensions, early departures, or other changes to a reservation daily.
• Collaborate and communicate with Account Management teams and Hotel Network Management to identify hotels frequented by clients and identify opportunities to provide clients with “in-network” hotel options.
• Effectively communicate with clients and hotels via phone and email, ensuring consistency with the CLC mission and delivering service so “every interaction adds value.”
• Consistently provide an unexpected level of service where even unspoken needs are met for our clients and guests.
• Communicate issues effectively and professionally with all CLC Clients and Departments.
• Attend all scheduled training, meetings, or other events as assigned by the supervisor.
• Request night may flex up or down depending on business needs.

Qualifications & Skills

• Demonstrate the ability to work in a team environment and deliver superior service with a high degree of accuracy.
• Demonstrate knowledge of Microsoft Word, Excel, and Outlook, and navigate the internet.
• Show excellent personal interaction, communication, and phone skills along with a high degree of initiative, individual responsibility, ownership, and commitment to providing the highest level of customer service.
• Must be available for flexible scheduling.
• May require overtime as needed.