Sales & Reservations Coordinator

The Sales & Reservations Coordinator is responsible for actively converting booking inquiries into confirmed business while providing an exceptional and personalized experience to our guests.  The Raphael Hotel is part of Marriott International’s Autograph Collection brand portfolio.  This position reports into the Director of Sales and partners closely with the Sales Manager and Accounting. 

RESPONSIBILITIES:

• Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed.  The goal is to transform service interactions into personalized and memorable experiences, exceeding guest expectations. 
• Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel.. 
• Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors. 
• Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel. 
• Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments. 
• Handles daily correspondence and responds to inquiries in a timely manner.
• Processes cancellations and modifications and promptly relays this information to      the Front Office when needed.
• Monitors advances deposit requirements and communicates with Front Office.
• Ensures to conduct effective quality check on all reservations. 
• Identifies regular bookers and communicates details to Sales team for follow up. 
• Reviews reservation policies and procedures periodically, identifying means of increasing productivity and efficiency within the reservations office. Communicating improvement ideas to the Director of Sales, working together      as a team to implement improvements.
• Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.
• Maintains effective communication within the department and ensure that the Director of Sales is kept well informed of any problems/queries that have arisen.
• Attends any department training sessions and/or meetings required.
• Supports the hotel operation in times of high demand.
• Liaises with other departments to ensure good communication and offer support.

• High School diploma or equivalent required; college course work in Hospitality Management helpful.   
•   High School diploma or equivalent required; college course work in Hospitality Management helpful.   
• Experience in a hotel or a related field a PLUS (Opera PMS System, etc.). 
• Must be fluent in English, both written and verbal
• An operational knowledge of Microsoft Office suite 
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve. 
• Must work well in stressful high-pressure situations.