Reservationist - Full Time - Crowne Plaza Crystal City

Responsibilities

• Ensure that the Reservations lines are attended at all times during scheduled hours and communication with front

office supervisor/FOM for all (arrivals/departures, group functions, guest requests, etc.)

• Legibly update information board.
• Respond to incoming calls within two minutes, using correct salutations and telephone etiquette.
• Maintain confidentiality of all guest information.
• Monitor and ensure that all reservations (including manual) are input into the system accurately, completely and

promptly.

• Monitor reservations requested by email, fax and USPS mail.
• Ensure guest history accounts are kept current.
• Ensure advance deposits, refunds of such and confirmation of both are processed in accordance with hotel

standards.

• Monitor group reservation activity daily and communicate status with Sales Department.
• Ensure group files are accurate and kept current.
• Ensure that group requirements are entered completely and accurately from the sales booking sheet.
• Process change forms received from Sales after checking availability; resolve any discrepancies.
• Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
• Ensure that rooming lists are input accurately and completely.
• Pre-block group rooms where special requests are made.
• Accommodate all guest requests in an accurate and efficient manner.
• Work closely with other departments to effectively accommodate guest's special requests and amenities.
• Communicate designated VIP reservations as they occur to the General Manager and designated department

managers.

• Work closely with the Front Office Manager in determining the percentage for over-booking.
• Review no-show reservations and process charges according to hotel's policy.
• Compile reports on no-show for future business forecasting.
• Communicate room availability (particularly status changes on any date) to Front Office staff and FOM.
• Monitor wait-list and determine priority of guests to be contacted for room availability.

Required Skills and Experiences

• High school diploma or GED required.
• One year with prior Reservations or Guest Service experience.
• Must be detail oriented, have the ability to communicate well with all levels within and outside the organization, and be able to problem-solve with team members.
• Must be able to manage multiple priorities in a fast-paced environment.
• Ability to lift, push, and pull up to 20-50 pounds on a regular basis throughout shift.
• Requires ability to work extended hours based on business needs, with physically demanding responsibilities such as walking, standing, carrying, and lifting throughout the shift.
• EEO AA M/F/Vet/Disabled