The Reservations Specialist is responsible for handling reservations and inquiries for Ream Housing Solutions Clientele. The Reservations Specialist will communicate with customers and hotels/properties to assist with making reservations, managing cancellations, adjusting reservations, resolving any issues or concerns that may arise during the reservation and ensure that all reservations are accurately recorded and processed.
2.1 Essential Position Functions
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Manage incoming reservation inquires via phone, email, or online booking platforms.
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Provide accurate information about room availability, rates, and hotel amenities to potential guests.
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Reserve lodging on behalf of THS Clients
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Process reservations and update booking systems, accounting systems & funding systems with relevant information.
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Manage cancellations, modifications, and special requests from Clients or Guests.
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Follow in Texas vs. out of Texas rate policies and calculate profitable margins.
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Create hotel proposals.
- Support the Military Lodging Team in hotel research & bookings as needed.
Hotel/Property Communication
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Ensure hotels receive booking details, CCAs and payment.
- Communicate with hotels to ensure clear expectations and instructions on each reservation to ensure a smooth check in/check out process.
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Ensure guest swaps are managed appropriately and rooms are cleaned between guests.
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Promptly resolve any hotel or guest issues, escalate the issue to management if needed.
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Work with hotels on discrepancies or issues on behalf of the Client.
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Update & maintain Client rosters.
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Track all reservations for Clients to meet their specific needs & requirements.
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Create rosters for new Clients.
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Complete roster audits as assigned.
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Generate and compile reports for Clients to meet their specific needs and requirements.
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Send In House Reports to Clients as assigned/requested.
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Conduct market research for specific locations or lodging requests.
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Rate negotiations with hotels/properties.
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Support reservation department projects.
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Ensure all guest services calls or emails are taken care of or passed along to Corporate Housing.
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Input all necessary work orders.
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All other duties as assigned.
Minimum Position Requirements
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Education: Some college; a degree is a plus.
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Experience: 1+ year(s) of experience in Reservations or Customer Service, Knowledge of reservations and accounting software.
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Effective communication & People skills, team collaboration, strong attention to detail, problem solving, multi-tasking, strong organizational skills.
- Proficiency in MS Office applications, especially Word, Excel, and Power Point.
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Ability to maintain confidentiality and manage sensitive information with discretion.