B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years. The Hospitality Group operates a portfolio of more than 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels: along with The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of more than 1,000 enthusiastic hospitality professionals!
This position provides prompt, courteous and efficient handling of all incoming reservations while practicing "The Big Three". Assist where necessary to ensure optimum service to guests, visitors and other departments. Follow policies and procedures of
reservations.
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
