The growth and success of our company is driven by the participation, commitment, and performance of our team members. Achieving high levels of Client, Guest and Employee Satisfaction is a challenging task requiring qualified and enthusiastic people in a wide variety of positions. We seek qualified candidates who share our vision, values, and desire for achieving excellence. We are currently hiring professionals seeking to advance their Hospitality Careers! The Olympia Companies is looking for qualified and enthusiastic candidates to join our team! The Reservationist helps maximize revenue and create value by providing excellent customer service. This includes effective reservation sales, group account management, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience, such as check-in, check-out, and problem resolution. The Reservationist will assist with Front Desk coverage as needed. Benefits Olympia Hospitality's comprehensive benefits package is designed to support our team members' well-being and financial security.
- We offer health insurance, ensuring access to quality medical care when needed.
- Dental and vision insurance are provided to promote overall health and wellness.
- Our 401K program includes a matching component, empowering employees to save for retirement with added company support.
- Flexible Spending Accounts (FSAs) for medical expenses and childcare expenses offer tax-advantaged savings options.
- Additionally, team members enjoy seven paid holidays throughout the year, providing well-deserved time off to recharge and spend with loved ones.
- Our paid time off benefit provides flexibility to take time off for vacation, personal needs, or illness while still receiving their regular pay.
- Team members can also take advantage of travel discounts at our portfolio of hotels.
- Additional benefits may be available based on the individual hotel that is hiring.
Responsibilities
- Handle incoming reservation inquiries via phone, email, and online booking platforms, and provide information about room availability, rates, packages, and promotions.
- Process reservation requests accurately and efficiently, entering guest information, booking details, and special requests into the reservation system or property management system (PMS).
- Coordinate with other departments, such as front office, housekeeping, and revenue management, to ensure that reservations are accurately recorded and communicated, and that guest preferences and requests are met.
- Communicate with guests before, during, and after their stay to confirm reservations, provide pre-arrival information, and address any special requests or requirements.
- Respond promptly and professionally to guest inquiries, concerns, and feedback, and assist with resolving issues or concerns related to reservations, billing, or accommodations.
- Follow up with guests after their stay to solicit feedback, thank them for their patronage, and encourage repeat business through loyalty programs or special offers.
- Upsell room upgrades, additional services, and amenities to guests to maximize revenue and enhance the guest experience.
- Monitor room availability and inventory levels, and adjust pricing and booking restrictions as needed to optimize occupancy and revenue performance.
- Collaborate with the sales and marketing team to promote special offers, packages, and promotions, and assist with generating leads and converting inquiries into bookings.
- Maintain accurate records of reservations, cancellations, and modifications, and update the reservation system and guest profiles accordingly.
Skills Required
- Leadership, problem-solving, and basic computer skills; ability to share knowledge and teach others to perform tasks, high level customer service, effective communication with guests and team members, able to follow instructions, learn quickly, pay attention to detail, and maintain composure when working under pressure
Core Skills
- People Skills - ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect
- Communication Skills - ability to effectively listen and communicate professionally, both verbally and in writing
- Problem-Solving & Analytical Skills - ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices
- Computer skills / Technical Aptitude - proficiency in computer technology, i.e., e-mail, MS Word, Excel, & other hotel related systems. Utilize technology to enhance organizational efficiency
- Composure - ability to maintain composure and work under pressure, managing stress to meet business demands. (Calmly handle all customer and employee interactions & issues)
Technical Skills
- Have knowledge of Hotel OTA channels, booking codes, booking and pace patterns, local rates, in-house strategy, special packages etc.
Experience / Education Prior hotel reservation/call center & customer service experience required. Associate's degree desirable or equivalent combination of education and work experience. Physical Demands
- Work is performed in a hotel environment. This position requires extended periods of sitting, with some walking, standing, bending, and occasional lifting up to 25 pounds. Frequent levels of telephone use, computer keying using both hands, and viewing material on a computer screen. Requires flexible working hours including nights and weekends; Extended workdays may be required to accomplish tasks and meet workload demands during peak periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.