Reservations Coordinator

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. 

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Position SummaryTo maximize hotel revenue and occupancy by selling rooms availability and rates to incoming callers and booking reservationsESSENTIAL DUTIES AND RESPONSIBILITIES:Oversees group blocks and the group reservations

• Receives and files all group correspondence and make changes to reservations as needed
• Enters and verifies group reservations and rooming lists
• Creates Booking Links for all call-in groups
• Ensures that groups are interfacing correctly between systems
• Ensures that group pick up is correct and adjust blocks accordingly (after pick up meeting)
• Advises conference services and sales manager of sold-out group blocks and any other pertinent information for their groups
• Provide pick up reports and rooming lists to clients as needed
• Confirms set up of groups based on resume (VIP, Routing, rates, reservations, special requests, etc.)
• Completes final pick up and commission requests after group departure
• Assists with group audits as requested

Receives and processes incoming customer reservations

• Greets customer and finds out what their needs (dates, times, type of rooms, etc.)
• Offers alternative room types, rates and packages to the customer
• Records reservation information accurately; identifies and records group and transient book codes and special requests
• Notifies other departments of VIP arrivals
• Balances room type inventory
• Identifies commissionable reservations and secures required information
• Records and processes deposit and billing information
• Confirms no show and cancellation charges daily
• Files all reservations to facilitate easy referral
• Processes travel agent, third-party and redemption stay month end reconciliation
• Daily updates of redemption reservations according to guidelines
• Creation of Gift Certificates and coordination of reservations

Maximizes occupancy and average rate by offering a variety of rates and promotional packages and by helping to maintain accurate occupancy forecasts

• Utilizes upsell techniques as appropriate
• Adheres to rate control procedures based on availability and forecasted occupancy
• Informs supervisor of potential sell out dates so rate restrictions can be adhered to
• Records requests for special accommodations and suites

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

Perform other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest.Requirement/Skills

• GED or high school diploma
• Minimum 12 months experience in customer service
• Ideal candidate will a minimum of one-year of hotel front desk experience or other hotel experience
• Experience in Opera and Delphi required
• General math skills, ability to add, subtract, calculate discounts, percentages, etc
• Strong multitasking skills
• Strong listening skills
• Strong verbal, written and interpersonal skills
• Strong attention to detail
• Commitment to exceptional guest service
• Ability to maintain a positive and professional attitude when handling all situations
• Adhere to policies and procedures of the hotel
• Ability to work a flexible schedule including holidays and weekends when necessary
• Strong Microsoft Office suite skills
• Works well in a team environment as well as independently
• Read, write and speak English fluently, bi-lingual skills a plus
• Attend meetings as required

Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times

his position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States.  All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.