Job Summary

Responsible for coordinating group reservations for the NEXCOM Hospitality Group NHG.

Duties and Responsibilities

• Acts as the primary Point of Contact (POC) for all group reservations.
• Creates and corresponds swiftly to email requests concerning guest group reservation bookings to ensure room inventories remain accurate to prevent overbooking.
• Receives requests and processes group reservations of 5 or more persons within established guidelines and administers all group contracts.
• When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging in the area.
• Maintains contact with Central Reservation System (CRS) to ensure room inventories are accurate to prevent being overbooked.
• Utilizes online Management Console (CORE) to verify room inventories and change inventory availability to coincide with groups booked by the installation to prevent overbooking with CRS and DOD lodging website reservations.
• Ensures the Arrivals List is verified daily prior to group or guest arrival. All inconsistencies are investigated and corrections made immediately.
• Utilizes the Property Management System (PMS) to access guest information. Registers and assigns rooms to guests, secures a credit card for incidental expenses, and authorizes the credit card for room charges.
• Issues room keys or cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, and presents statements to and collects payments from departing guests.
• Greets groups with pre-made keys and registration forms upon group arrival during normal business hours when required.
• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, and professionally interact with guests, answering guest questions concerning hotel facilities and providing information about local attractions.
• Provide assistance in handling customer complaints involving management as necessary.
• Receives and is accountable for a change fund. Prepares Close Bank Report and deposits cash receipts at the end of each shift in accordance with established procedures.
• Set up direct bills where appropriate and liaises with the front desk staff and/or Front Desk Manager with billing questions or issues.
• Ensure security of all guests is maintained at all times.
• Ensures guest privacy is maintained at all times.
• Perform other related duties as assigned.

GENERAL EXPERIENCE

One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.

SPECIALIZED EXPERIENCE

One (1) year progressively responsible experience related to the position to be filled such as a minimum of 6 months of work experience that demonstrates knowledge of basic principles, concepts, standards, and regulations related to reservation operations. Including experience with the use of a personal computer and various software programs as well as the ability to control, account for, and handle large amounts of cash.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed in a college, university, or junior college above the high school level may be substituted based on one-half academic year of study for 6 months of experience.