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Reservations Coordinator/WEPH Specialist

Company: The Hotel at Auburn University
Location: Auburn
Posted on: June 6, 2021

Job Description:

Participate in the efficient operation of the reservations department in selling of guest rooms to accommodate guest needs and maximize revenue.

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 Restrictions.

Process and handle group rooming lists, reservations and employee reservations requests by inputting data into the reservations system.

Calculate and prepare Rooms Reports to include OAR and Master Monthly to determine sources of business using various computer systems.

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 telephone.

May assist Front Office Agents during peak periods.

Maintain an open line of communication between guests, employees and management.

Other duties as assigned by the supervisor such as assisting PBX operators or performing certain responsibilities as a Guest Service Agent.

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

Expedia Admin

Rate Codes

Packages

STAR updates (STR)

Football / WEPH

CWE

WEPH billing


Critical Relationships:

Sabre

Expedia

TCRM

Special Corp Clients

University partners

Package Holders

AUHCC S&M / Event Planning

Meetings:

Sales Strategy

Leaders Meeting

Operations/Resume Meeting


Abilities
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 sentences.

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 understand you.

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.
Tasks
Inspect guest rooms, public areas, and grounds for cleanliness and appearance.

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.


Knowledge
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.
Skills
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' actions.

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 job.

Speaking - Talking to others to convey information effectively. Skills in effective delegation of tasks.


Work Activities
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.
Work Context
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'
Work Styles
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.
Work Values
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.
Interests
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.

Keywords: The Hotel at Auburn University, Auburn , Reservations Coordinator/WEPH Specialist, Other , Auburn, Alabama

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