Reservations Coordinator

Deliver efficient, accurate, and courteous reservation servicesTo maintain constant communication with the Sales/Marketing/Events, Revene Management, and Front Office Departments regarding room status and SOPsParticipate in all trainings support department KPIs.To implement reservation sales programs, monitor results and direct the operations in a manner fitting the Raffles Boston culture and brand standards.To monitor and control inventory levels in the Hotel's Property Management System as implemented by the Director of Revenue Management and communicate daily to the Reservations StaffTo maintain selling skills, conversions and upsellingTo monitor and reconcile group blocks and ensure rooming lists are received and entered in a timely mannerEnsures reservations are properly detailed and guest profile database is properly maintainedStrong knowledge of high end luxury agencies and their respective programsTo respond to any guest or customer concerns and ensure solutions are in the best interest of the guest and the hotelResearch and process travel agent commissions.To delegate and monitor the progress and completion of all workParticipate in department colleague engagement action planningSupport Director of Revenue in proactive and accurate maintenance and management of all systems: Opera PMS, ORS, Ideas RMS, OTA Extranets.Champion relationship with GRC and ensure call center is properly equipped with relevant and current hotel information.Achieve exceptional guest service and employee satisfaction results.Ensures a clean and safe working environment in accordance to health regulations and the hotel’s health and safety program.Adheres to all Brand Environmental policies and procedures.Responsible for completion of daily Reservations check list and any and all SOP’s related to itEnsure daily communication between Reservations and Front Office regarding inventory, and Group/Convention arrivals.Attend the weekly Resume Meeting and ensure all details are noted appropriately in PM in advance of arrival when Reservations Coordinator is unable.Ensure that inventory - brand availability and overbooking – parameters are monitoredConduct weekly test calls of GRC team to ensure quote in line with strategy and knowledgeable about hotelAssists with set up of Groups for on line booking via PasskeyAnswer phones and handle inquiries about hotel (includes general reservations email box)Assist the DRM with regular checks for CRS maintenance and trouble shootingMonitor reservations for special or VIP arrivals including but not limited to Global Reservations Agents and Sales Colleagues at sister hotelsMonitor Nor1 upgrades and award when possible.Go through arrivals 3 days out to ensure reservations are set up properly (billing, special requests noted and actioned)Crosscheck Expedia arrivalsCrosscheck Booking.com arrivalsCrosscheck ResaWeb arrivalsAttend Block Pickup meeting and action any notesAttend scheduled pre-convention meetings as necessary