Participate in the efficient operation of the reservations
department in selling of guest rooms to accommodate guest needs and
Monitor and analyze Rooms Inventory utilizing Yield Management
to maximize occupancy and increase average rate. This includes
monitoring of Group Blocks, determining cut-off dates and Rate
Process and handle group rooming lists, reservations and
employee reservations requests by inputting data into the
Calculate and prepare Rooms Reports to include OAR and Master
Monthly to determine sources of business using various computer
Assist in the development and revisions of forecasts for the
Rooms Department, both monthly and annually.
Operate facsimile machine to send, receive, and log incoming
transmissions. Notify guests using the message function of the
moderately complex computer of incoming faxes.
Maintain all War Eagle Package Holder relationships,
reservations, billing and requests.
Assists in the capacity of reservations agent when needed.
Must be able to receive and process various data and statistical
information and understand basic mathematical functions.
Must be able to change activities easily and frequently as from
typing to scheduling to searching in a directory to use of
May assist Front Office Agents during peak periods.
Maintain an open line of communication between guests, employees
Other duties as assigned by the supervisor such as assisting PBX
operators or performing certain responsibilities as a Guest Service
Manager on Duty when requested.
Expectations: Respond to In-house reservation requests & WEPH
within 24 hours
Creating Booking Links
Group rooming lists
Balance Room Inventory in Opera
Sabre Admin Failure to integrate
STAR updates (STR)
Football / WEPH
Special Corp Clients
AUHCC S&M / Event Planning
Oral Expression - The ability to communicate information and
ideas in speaking so others will understand.
Oral Comprehension - The ability to listen to and understand
information and ideas presented through spoken words and
Problem Sensitivity - The ability to tell when something is
wrong or is likely to go wrong. It does not involve solving the
problem, only recognizing there is a problem.
Speech Recognition - The ability to identify and understand the
speech of another person.
Speech Clarity - The ability to speak clearly so others can
Education-Bachelor's Degree. Hospitality Management Degree
beneficial. Minimum of two years of customer service and/or hotel
experience Ability to effectively deal with guest and employee
concerns in a friendly and positive manner. This involves listening
to the nature of the concern, demonstrating empathy with the
customer and providing positive and proactive solutions. Ability to
access, read and accurately input information using a moderately
complex computer system to include software such as Microsoft
Office. Ability to make accurate mathematical calculations using
10key. Analytical ability sufficient to assess reservation trends
and make relevant decisions. Ability to communicate effectively
both orally and written (in English). Ability to listen effectively
and to speak English clearly over the telephone. Ability to sit and
work in confined spaces for long periods of time. Ability to input
40 WPM on a computer keyboard.
Inspect guest rooms, public areas, and grounds for cleanliness
Greet and register guests.
Answer inquiries pertaining to hotel policies and services, and
resolve occupants' complaints.
Monitor the revenue activity of the hotel or facility.
Train staff members.
Customer and Personal Service - Knowledge of principles and
processes for providing customer and personal services. This
includes customer needs assessment, meeting quality standards for
services, and evaluation of customer satisfaction.
Administration and Management - Knowledge of business and
management principles involved in strategic planning, resource
allocation, human resources modeling, leadership technique,
production methods, and coordination of people and resources.
English Language - Knowledge of the structure and content of the
English language including the meaning and spelling of words, rules
of composition, and grammar.
Mathematics - Knowledge of arithmetic, algebra, geometry,
calculus, statistics, and their applications.
Sales and Marketing - Knowledge of principles and methods for
showing, promoting, and selling products or services. This includes
marketing strategy and tactics, product demonstration, sales
techniques, and sales control systems.
Education and Training - Must have a minimum of one-year prior
reservations experience. Hotel experience preferred.
Active Listening - Giving full attention to what other people
are saying, taking time to understand the points being made, asking
questions as appropriate, and not interrupting at inappropriate
times. Coordination - Adjusting actions in relation to others'
Critical Thinking - Using logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or
approaches to problems.
Management of Personnel Resources - Motivating, developing, and
directing people as they work, identifying the best people for the
Speaking - Talking to others to convey information effectively.
Skills in effective delegation of tasks.
Performing for or Working Directly with the Public - Performing
for people or dealing directly with the public. This includes
serving customers in restaurants and stores, and receiving clients
or guests. Interacting With Computers - Using computers and
computer systems (including hardware and software) to program,
write software, set up functions, enter data, or process
information. Making Decisions and Solving Problems - Analyzing
information and evaluating results to choose the best solution and
solve problems. Communicating with Persons Outside Organization -
Communicating with people outside the organization, representing
the organization to customers, the public, government, and other
external sources. This information can be exchanged in person, in
writing, or by telephone or email. Communicating with Supervisors,
Peers, or Subordinates - Providing information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail,
or in person. Work area may be confined spaces with frequent
interruptions and considerable background noise from office
machines, telephones and conversations. Frequent ringing telephones
may cause distraction.
Lifting 20 pounds maximum with frequent lifting and carrying of
objects weighing up to 10 pounds. Requires walking and standing to
a significant degree. Also can require long periods of sitting.
Repetitive motion of hands, wrists and fingers as relates to the
use of a computer keyboard. Requires the ability to recognize
errors in recorded information. Activities include seeing, hearing,
touching, feeling, talking, walking, sitting, bending, standing,
stooping. Considerable repetitive motion of hands and wrists as
related to the use of a computer keyboard. Requires operation and
or controlling such as stopping, starting, and adjusting office
machines and equipment.
Contact With Others - 10% responded 'Constant contact with
others' Telephone - 98% responded 'Every day' Work With Work Group
or Team - 88% responded 'Extremely important' Electronic Mail - 85%
responded 'Every day' Indoors, Environmentally Controlled - 85%
responded 'Every day'
Dependability - Job requires being reliable, responsible, and
dependable, and fulfilling obligations. Cooperation - Job requires
being pleasant with others on the job and displaying a
good-natured, cooperative attitude. Self Control - Job requires
maintaining composure, keeping emotions in check, controlling
anger, and avoiding aggressive behavior, even in very difficult
situations. Stress Tolerance - Job requires accepting criticism and
dealing calmly and effectively with high stress situations.
Attention to Detail - Job requires being careful about detail and
thorough in completing work tasks.
Relationships - Occupations that satisfy this work value allow
employees to provide service to others and work with co-workers in
a friendly non-competitive environment. Corresponding needs are
Co-workers, Moral Values and Social Service. Independence -
Occupations that satisfy this work value allow employees to work on
their own and make decisions. Corresponding needs are Creativity,
Responsibility and Autonomy. Achievement - Occupations that satisfy
this work value are results oriented and allow employees to use
their strongest abilities, giving them a feeling of accomplishment.
Corresponding needs are Ability Utilization and Achievement.
Recognition - Occupations that satisfy this work value offer
advancement, potential for leadership, and are often considered
prestigious. Corresponding needs are Advancement, Authority,
Recognition and Social Status. Working Conditions - Occupations
that satisfy this work value offer job security and good working
conditions. Corresponding needs are Activity, Compensation,
Independence, Security, Variety and Working Conditions.
Enterprising - Enterprising occupations frequently involve
starting up and carrying out projects. These occupations can
involve leading people and making many decisions. Sometimes they
require risk taking and often deal with business. Conventional -
Conventional occupations frequently involve following set
procedures and routines. These occupations can include working with
data and details more than with ideas. Usually there is a clear
line of authority to follow. Social - Social occupations frequently
involve working with, communicating with, and teaching people.
These occupations often involve helping or providing service to
others. Realistic - Realistic occupations frequently involve work
activities that include practical, handson problems and solutions.
They often deal with plants, animals, and real-world materials like
wood, tools, and machinery. Many of the occupations require working
outside, and do not involve a lot of paperwork or working closely
with others. Investigative - Investigative occupations frequently
involve working with ideas, and require an extensive amount of
thinking. These occupations can involve searching for facts and
figuring out problems mentally.