Room Reservations Coordinator (MGM National Harbor)
Grade: POSITION RESPONSIBILITIES/DUTIES:* Facilitate large party and group bookings and process all group reservations; between 10 to 40 rooms.* Answer multi-phone lines to manage the reservations queue, answer guest / group questions and direct calls to other departments as necessary.* Collaborate with Convention Sales to coordinate room blocks which are set aside for companies holding meetings in the hotel, including the number of rooms the group has utilized and what is remaining for them to pick up as well as the Catering department regarding banquet needs.* Monitor cutoff dates to prevent convention groups from booking at their convention rate, and group blocks effectively.* Communicate all group information to the Front Desk to ensure a high quality of customer service.* Change, cancel, and reconfirm existing reservations as it pertains to groups and / or wholesale reservations.* Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.* Send guest correspondence as needed.* Initiate deposit refunds for non-group reservations. Set up proper billing accounts (ie sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.* Anticipate guests' needs, respond promptly and acknowledge all guests, no matter how busy or time of day.* Stay up-to-date with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.* Provide excellent service consistent with the company's core service standards and brand attributes.* Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.* Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.* Other job related duties as requested SUPERVISORY RESPONSIBILITIES:* N/A* Room Coordinator* Concierge EDUCATION and/or EXPERIENCE:Required:* At least 1 year of guest service experience in a luxury hotel* High school diploma or equivalent* Effectively communicate in English, in both written and oral formsPreferred:* Bilingual, English as the primary or secondary language* Bachelor's Degree in Hotel Management or similar resort setting CERTIFICATES, LICENSES, REGISTRATIONS:* Proof of eligibility to work in the United States KNOWLEDGE/SKILLS/ABILITIES:* Ability to use a multi-line phone system* Ability to multi task within two different telephone queues and systems.* Ability to multi-task and perform well under pressure.* Excellent customer service skills.* Interpersonal skills to effectively communicate with all business contacts.* Ability to effectively communicate in English, in both oral and written forms.