Reservations Coordinator

The Reservations Coordinator at Claremont Resort & Club serves as the key liaison between various departments, including front office, maintenance, and housekeeping, to ensure the flawless execution of guest reservations. This role involves supporting the reservations team by processing bookings, managing rooming lists, and ensuring accurate communication of reservation details. The coordinator also contributes to room revenue, handles guest inquiries, processes confirmations, and assists with miscellaneous reservations tasks. Strong communication skills and the ability to collaborate effectively with internal teams are essential to providing excellent guest service and operational efficiency.

* Telephone Communication: Greet potential guests in a friendly, professional manner, responding to their inquiries about availability, accommodation options, rates, transportation, etc.

* Data Entry and Management: Input and retrieve reservation information accurately, using the computer reservation system efficiently. High attention to detail.

* Hotel Information: Provide detailed answers about hotel services, local attractions, and amenities, and ensure guests have all the necessary details.

* Booking and Payment Processing: Process reservations and payment details, ensuring correct use of deposit and guarantee policies, and handling credit card transactions.

* Complaint Resolution: Address guest complaints with tact and professionalism, finding suitable resolutions to their needs.

* Audits and Discrepancies: Conduct regular audits of rate codes, 3rd party extranet, bookings, and deposits, working with accounting to resolve discrepancies.

* Customer Segmentation: Handle rate quotes for different customer types (e.g., consortia, business travel, travel advisors).

* Upselling and Cross-Selling: Proactively suggest additional services (spa treatments, meals, etc.) to increase guest satisfaction and revenue.

* Team Collaboration: Assist other team members as needed in daily operations.

* Attendance & Availability: Comply with attendance rules and flexibility to hotel's business needs (i.e. weekends or holidays)

* Can communicate well with guests.

* Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.

* Ability to access, read and accurately input information using a moderately complex computer system.

* Ability to establish and maintain effective working relationships with associates, customers and patrons.

* Ability to sit for extended periods of time. Ability to input 40 WPM on a computer keyboard with or without reasonable accommodation.

* Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

* Systems proficiency preferred but not required include Opera Cloud, Sabre Voice Agent, Passkey, Sertifi, Ideas, Delphi, Microsoft Outlook, Word, Excel

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

Applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.