Company Description Jobs for Humanity is partnering with Virgin Hotels to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from all walks of life. Company Name: Virgin Hotels Job Description Who we are: We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guests. Your mission:Should you decide to accept it... We want someone who thinks outside the box. Our Belief Statement starts with We love what we do and what we do is important. Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn't a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm, and truly remarkable service. We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices. Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes, and specifications implemented by the Director of Revenue The Nitty-Gritty:What exactly you will be doing... To help you understand your role in working for a world-class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all-inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide out of this world customer service experience for our guests:
- Use yield management policies to maximize revenue and occupancy via reservation sales.
- Review Arrivals detailed report, note VIP's special requests, and communicate accordingly.
- Coordinate the arrangement of room assignments to specific requests, length of stay, and or VIP status.
- Manage distribution email inbox to assist with all requests and inquiries from guests, travel agents, and the sales team.
- Review all inbound reservations, detailing for packages, monitoring for duplicates, and processing deposits.
- Process reservations from the Sales Team.
- Reconcile monthly Travel Agency Commissions.
- Liaise with Front Office Team and Revenue Management to attain perfect sells.
- Be creative and think outside the box to create memorable experiences for our guests.
- Handle rooming list entry including awarding contractual concession assignments and establishing accurate billing.
- Utilize interpersonal skills to communicate with group contacts or the Sales Team regarding room block issues/concerns, cut-off dates, special needs/requests, distribution of rooming lists.
- Anticipate group needs whenever possible and alert groups in advance to sold-out dates over group block or sold-out pre and post-dates to eliminate surprises at the time the rooming list is submitted.
- Recognize and manage group requests that fall outside of the contracted room block in a professional manner, communicating these requests to Revenue Management and Group Sales.
- Review resumes, detailing groups for accuracy, special needs and VIPs as appropriate to each group.
- Create rate codes, update and maintain records of all rates and rate configuration in the CRS and PMS.
- Prepare weekly and monthly revenue management reports.
- Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments.
- Use excellent communication skills with guests & staff including verbal, written, and body language.
- Highly organized, anticipating needs, and over-delivering wherever possible.
- Provide a unique and personal reservations experience for every single guest or potential guest while following company policy and service standards.
- Support the Sales Team by setting up rate codes, profiles, booking links, monitoring cutoff dates, rooming list entry, special requests and billing.
- Effectively communicate any pertinent info to the proper department and ensure open and productive communication is consistently practiced.
- Participate in daily RevMax/Reservations team meetings as well as weekly interdepartmental meetings as assigned by DORM.