at Sonesta International Hotels Corporation in Chicago, Illinois, United States
Job Description
Job Description Summary
To ensure through constant interaction with Sales Department, Convention Service Managers and Group Contacts that all group bookings are handled and processed efficiently to meet the needs and exceed the expectations of group meeting attendees. This will include ownership pf group blocks, audit/pick-up reports, VIP arrangements, processing changes, owning the Passkey system, and cancels to group blocks, coordinating billing instructions and communicating pertinent information to both the Operations Team and external customers.
In addition, this position will assist the Business Travel segment sales Directors with managing VIP clients, reporting, site inspections, client interaction, Opera systems knowledge is a bonus, and necessary special projects to drive revenue for the hotels.
Job Description
Principle duties and responsibilities (Essential Functions) include:
- Courteously handle incoming calls using good listening and communication skills.
- Answer incoming calls to Make / Change / Cancel /reservations for groups and business transient accounts.
- Ensure routing for all groups is set up and accurate.
- Assist the Convention Services Managers with group room blocks.
- Build group room blocks & folios and meeting only folios.
- Create booking links for groups.
- Manage cutoffs and room block audits.
- Able to perform job functions with attention to detail, speed, and accuracy.
- Able to prioritize and organize work. Run reports as needed for sales team.
- Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure that reservations are accepted for the correct rates and dates.
- Enter accurately into the computer system all reservations.
- Attend pre-convention meetings.
- Process rooming lists accurately. Process all changes and cancellations for group reservations. Prepare group guest lists prior to arrival. Ensure billing is setup properly.
- Control and block rooms as well as pre-blocks for special groups.
- Ensure that all reservations transferred to PMS or front office system are accurate.
- Possess knowledge of the hotel layout, facilities, and special services offered.
- Communicate with staff, clients and guests with dignity and respect.
- Handle turnovers of groups by utilizing turnover checklist.
- Process and handles group reservations, group rooming lists and single reservation requests by inputting data into the reservations system.
- Possess knowledge of the procedures for entering, blocking, forecasting, filing, and canceling group bookings.
- Enter and code reservations in order to process all reservation transmissions, changes, and cancellations.
- Monitor and analyze rooms inventory to maximize occupancy and increase average rate. This includes monitoring of group blocks, determining cut off dates and rate restrictions.
- Apply advance deposits for future reservations that require an advance deposit.
- Maintain and organize files, work areas, and office equipment.
- Maintain a trace system and utilize all office automation procedures and capabilities.
- Build solid relationship with your colleagues.
- Maintain a professional business appearance, attitude, and performance.
- 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.
- You will consistently deliver our GUEST model:
- ...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
- ...
