Sales Reservations Coordinator

About the Role

The Sales Reservations Coordinator is a vital part of the Reservations Department, specializing in sales-related reservation responsibilities. This role supports Corporate, Entertainment, Middle East, and Leisure reservation inquiries, as well as Group Coordinators, while also handling day-to-day functions of the Reservations Department.

Responsibilities

• Provide exceptional customer service by taking reservations using proper hotel verbiage and adhering to hotel standards.
• Prioritize and process reservation inquiries from the Sales Department, including Corporate Negotiated, Entertainment, Middle East, and Leisure.
• Assist with administrative group tasks such as profile merging and country code updates.
• Complete daily activity and arrival reports.
• Perform daily data integrity audits, including the GEO Code Report and profile merging.
• Support Group Coordinators with reservation-related requests and follow-up as needed.
• Accurately input Spa and Dining reservations.
• Accommodate in-house guest requests while ensuring a high level of guest satisfaction.
• Maintain accurate logs of special requests and ensure they are properly noted and blocked in the PMS or Front Office System.
• Answer and direct inbound calls to the hotel, while responding to guest inquiries via email, fax, and mailed correspondence.
• Understand the hotel's sales strategy by monitoring room inventory and following established selling guidelines.
• Control room inventory by blocking and pre-blocking rooms for special groups and guest requests.
• Ensure all reservations transferred to the PMS or Front Office System are accurate.
• Maximize transient room revenue by actively selling hotel rooms through upselling and yield management techniques in accordance with company policy.
• Maintain a thorough knowledge of hotel facilities and provide accurate directions and information to guests.
• Coordinate required departmental training for the Reservations Team, including onboarding and training newly hired agents.
• Serve as the primary resource for Reservation Agents requiring assistance.
• Act as the primary liaison for reservation-related communications between the Sales Department, Executive Office, Group Sales, and the Revenue Management Team.

Requirements

• High school diploma or equivalent required.
• Minimum of two (2) years’ experience in a customer service role required.
• One-year experience working either at the front desk or in the reservations department for a luxury hotel.
• Knowledge of hospitality sales, marketing, and other revenue management functions, including research, planning, market positioning, market segments, internal marketing, distribution channels, sales management, reservations, and yield management.
• Excellent telephone etiquette and verbal and written communication skills.
• Good cognitive skills; the ability to solve problems and make rational decisions.
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required.
• Preferred working knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, Onyx, and Open Table.
• Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands.
• Must possess a good attitude, attention to detail, and ability to work well under pressure.
• Demonstrative experience working in a highly professional, multi-tasking environment and possessing outstanding interpersonal skills.
• Polished and professional demeanor in person, online, and via phone.
• Must be a team player and treat colleagues with respect and the highest level of professionalism.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Possible prolonged periods of standing.
• Must be able to lift 15 pounds at times.
• The job may require working in a fast-paced and sometimes high-pressure environment.

About the Company

The Maybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory, and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels. Our hotels have histories that stretch back over a century, retaining their timeless appeal while staying in tune with the wants and wishes of today’s discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, blending signature service style with the energy of Beverly Hills. Expect culinary creativity and contemporary comfort, all wrapped up in a landmark location.

Benefits

• Medical/Dental/Vision Insurance
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Paid Holidays
• Paid Time Off
• Paid Sick Leave
• Employee Assistance Program
• Free Parking
• Employee Recognition Programs
• Colleague meals
• Colleague Referral Incentive program