Choice Hotels International, Inc is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks.
The role of the Reservations Coordinator is to have the knowledge of the hotel and the technical skill when responding to guest telephone calls and inquiries regarding reservations. This role requires an effective and engaging hotel professional where communication is the key when speaking to fellow colleagues and guests.
Consistently offer professional, friendly and engaging service
Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
Booking and processing reservation on the property channels
Processing all external and internal calls by redirecting calls or directly assisting the caller
Maintaining accurate records of guest calls to maintain data integrity
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Liaise with Sales and other departments as required
Take initiative to add a personalized experience for every guest
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
Requirement/Skills
Minimum one year of front desk experience at an upscale hotel
High school diploma and bachelor's degree preferred
Strong computer systems skills including reservations and reporting systems
Service focused personality is essential; experience is an asset
Prior experience working with Opera or a related system
Fluency in English; additional languages are a plus
Excellent communication skills, ability to influence situations
Able to collaborate effectively with other hotel employees and managers to ensure teamwork
Strong Microsoft Office suite and reporting system skills
Ability to work a flexible schedule
Physical Demands
Ability to stand for extended periods of time
Ability to occasionally lift, carry, push or pull up to 50 pounds with assistance
Good manual dexterity for the use of common office equipment
Valid driver's license
Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant's race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.
Reservations Coordinator • Minneapolis, MN, US
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