Ensure that all Group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. To assist the FOM in managing the department’s day to day activities.
Responsibilities
Review group blocks for cutoff date extensions and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
Attend weekly cover sheets meeting
Run group arrivals lists daily for future arrival dates, and no-show reports daily.
Check for duplicate reservations – by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
Check for group reservation errors – and contact caller of the reservation or group contact accordingly to obtain and verify information.
Report to the FOM
Work with the Convention Service Manager and Group Clients with group rooming lists, reservation changes, and group billing – according to contract and email history.
Monitor room type availability daily.
Monitor non-guaranteed reservations daily and contact caller of reservation if needed. You will be responsible for canceling the reservation when required.
Ensure all reservations have correct billing, and all other necessary information.
Complete competition rate analysis as needed.
Take in-house reservations calls from customers and agents requesting on property assistance or all other calls pertaining to room reservations.
Monitor Internet bookings, availability, and billing.
Assist in completing all VIP and internal reservations, communicating any issues to the FOM / Front Desk Supervisor.
Assist in completing all email reservations.
Qualifications
Knowledge of hotel customer service standards
Previous experience in a Hotel Customer Service / Reservations (strongly preferred)
Experience with PMS (strongly preferred)
Proficient computer skills on Microsoft Office, Excel, and Word
Excellent and professional communication skills
Highly detailed, and able to maintain excellent organizational skills – while working in a fast-paced environment.
Ability to multi-task while working on future groups.
At Crescent Hotels & Resorts, we believe success is the product of direct contact and experience. This guiding principle drives every aspect of hotel operations throughout Crescent. Recognized as one of the industry's top third-party hotel management companies, Crescent is committed to delivering excellence in hotel operations, profitability, and guest service through a hands-on approach and practical experience.
Crescent’s foundational service offering is third-party hotel management of upper upscale full-service and luxury hotels and resorts in the US and Canada. The portfolio includes luxury lifestyle assets as well as hotels and resorts within the premier brands by Marriott, Hilton, and Hyatt. At Crescent, we are more than just a collection of hotels, we are a progressive company determined to be the employer of choice in the hospitality industry. Strong core values related to customer service and associate satisfaction account for the continued success of our company. Crescent seeks and recruits energetic, innovative individuals who have a desire to work in a results-driven environment. Our success is the direct result of everyone working together toward a common goal: To deliver exceptional service to our valued guests and provide a high quality work environment for our associates.
At Crescent Hotels & Resorts, we expect our leaders to embrace an entrepreneurial spirit, strive to execute flawlessly and recognize our most important asset is our PEOPLE. We know our associates look to their leaders to embody the corporate culture. Our leaders’ passion and dedication will inspire you who, in turn, will share that enthusiasm with our guests.
