Fairmont Copley Plaza Boston
Overview
Reservations Coordinator – Fairmont Boston Copley Plaza. Reports to the Reservations Manager with a direct line and Director of PR, Digital Marketing Manager with a dotted line. The Reservations Coordinator is responsible for coordinating and assisting in the daily operations of the Reservations team and provides direct administrative support to the Reservations Manager and PR and Digital Marketing team. Responsibilities
Answer telephones within 3 rings for the Reservations Office and direct calls appropriately. Take sleeping room reservations over the phone and assist with any reservations-related inquiries. Manage the shared reservations inbox to respond to inquiries via email. Manage communications with guests over third-party extranets (e.g., Expedia Partner Central) – send pre-arrival servicing messages to Amex Hotel Collection arrivals in advance of their stay. Manage Passkey reservation links for in-house groups. Detail reservations to include ETAs, guest preferences, enrollments, upselling, and create “surprise and delight” moments. Ensure deposits are taken on bookings that require pre-payment. Use Secure Pay to set up billing as needed. Amenities – process amenity requests in Royal Service and ensure note cards from Manager are brought to IRD. Set traces for any amenity packages booked. Work with the Director of PR to assist with internal communications and spread hotel and restaurant news to colleagues, including designing collateral. Assist Director of PR with F&B photo shoots (e.g., lighting, arranging dishes). Assist PR and Marketing with drafting social media copy and captions. Assist Digital Marketing Manager with hotel reputation and website management. Assist with managing and organizing the hotel digital photo library (e.g., wedding images). Participate in hotel and sales training programs when applicable. Conduct “shop calls” to competitive hotels to gather current market availability and rate information. Provide backup to other Coordinators in Sales and Events as appropriate. Train in all coordinator tasks to assist as necessary and help train peers to develop a cross-trained team. Attend meetings, take minutes, and draft notes as required. Have a complete knowledge of hotel services and accommodations. Maintain regular attendance as required by scheduling and hotel standards. Approach all encounters with guests and employees in a friendly, service-oriented manner; ensure prompt and courteous service to internal and external customers. Comply with hotel standards and regulations to ensure safe and efficient hotel operations. Maintain high standards of personal appearance and grooming, and wear nametag while working. Qualifications
College degree or diploma in Hotel/Restaurant Management is an asset. Advanced knowledge in Excel and Word; knowledge of Opera an asset; Canva and web CMS platforms (Wordpress) an asset; social media savviness a plus. Ability to perform sedentary work; ability to lift up to ten pounds occasionally; long hours may be required. Energetic, self-motivated and flexible to change. Excellent verbal and written communication skills. Professional, enthusiastic, strong team player with excellent collaboration skills. Proven ability to meet deadlines in a fast-paced environment. Ability to multi-task to accomplish job responsibilities. Competency in learning and using various technology, sales systems, and digital platforms. Employment type
Full-time
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Reservations Coordinator – Fairmont Boston Copley Plaza. Reports to the Reservations Manager with a direct line and Director of PR, Digital Marketing Manager with a dotted line. The Reservations Coordinator is responsible for coordinating and assisting in the daily operations of the Reservations team and provides direct administrative support to the Reservations Manager and PR and Digital Marketing team. Responsibilities
Answer telephones within 3 rings for the Reservations Office and direct calls appropriately. Take sleeping room reservations over the phone and assist with any reservations-related inquiries. Manage the shared reservations inbox to respond to inquiries via email. Manage communications with guests over third-party extranets (e.g., Expedia Partner Central) – send pre-arrival servicing messages to Amex Hotel Collection arrivals in advance of their stay. Manage Passkey reservation links for in-house groups. Detail reservations to include ETAs, guest preferences, enrollments, upselling, and create “surprise and delight” moments. Ensure deposits are taken on bookings that require pre-payment. Use Secure Pay to set up billing as needed. Amenities – process amenity requests in Royal Service and ensure note cards from Manager are brought to IRD. Set traces for any amenity packages booked. Work with the Director of PR to assist with internal communications and spread hotel and restaurant news to colleagues, including designing collateral. Assist Director of PR with F&B photo shoots (e.g., lighting, arranging dishes). Assist PR and Marketing with drafting social media copy and captions. Assist Digital Marketing Manager with hotel reputation and website management. Assist with managing and organizing the hotel digital photo library (e.g., wedding images). Participate in hotel and sales training programs when applicable. Conduct “shop calls” to competitive hotels to gather current market availability and rate information. Provide backup to other Coordinators in Sales and Events as appropriate. Train in all coordinator tasks to assist as necessary and help train peers to develop a cross-trained team. Attend meetings, take minutes, and draft notes as required. Have a complete knowledge of hotel services and accommodations. Maintain regular attendance as required by scheduling and hotel standards. Approach all encounters with guests and employees in a friendly, service-oriented manner; ensure prompt and courteous service to internal and external customers. Comply with hotel standards and regulations to ensure safe and efficient hotel operations. Maintain high standards of personal appearance and grooming, and wear nametag while working. Qualifications
College degree or diploma in Hotel/Restaurant Management is an asset. Advanced knowledge in Excel and Word; knowledge of Opera an asset; Canva and web CMS platforms (Wordpress) an asset; social media savviness a plus. Ability to perform sedentary work; ability to lift up to ten pounds occasionally; long hours may be required. Energetic, self-motivated and flexible to change. Excellent verbal and written communication skills. Professional, enthusiastic, strong team player with excellent collaboration skills. Proven ability to meet deadlines in a fast-paced environment. Ability to multi-task to accomplish job responsibilities. Competency in learning and using various technology, sales systems, and digital platforms. Employment type
Full-time
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