1440 Multiversity
  • Reservations
  • Scotts Valley, CA, USA
  • 24.00
  • Full Time

Medical, Dental, Vision, ADD Life Insurance

Reports to: Operations Manager - Reservations
Department: Reservations
FLSA: Exempt
Position Summary
The Program Reservations Coordinator ("PRC") works with the Programming and Events teams to process program reservations, and service additional department functions associated with Reservations. The PRC keeps all files and ensures that the agreed upon room block is accurately reflected in the Property Management System (PMS) and Customer Relations Management (CRM) systems; communicates internally with the Reservations team to properly handle individual call-in and rooming list blocks; and ensures that any room information provided in the Program Brief is accurately reflected in the PMS. The PRC must have the ability to work under pressure; Must be organized, and able to multitask or delegate when necessary and is outgoing, team-oriented, and creative.
The PRC delivers exceptional service to clients and guests. This position provides a critical role in representing 1440's mission, vision and values. The coordinator provides effective and efficient service, while anticipating and exceeding client and guest needs.
• Serve as a bridge for communication between Programming Department, Event Services, and the Guest Experience teams.
• Work with Leads, Supervisors and Managers to meet measurable standards for service.
• Must be able to establish excellent working relationships with other departments to deliver a safe, clean, and relaxing environment that supports the guest experience.
• Must be professional in actions and appearance and provide a welcoming presence to every guest.
• Must be able to learn and follow procedures for Reservations, Programming, and Events.
• Deliver an exceptional customer experience in the Call Center
• Efficiently and effectively resolve customer concerns. Refer major guest concerns to Operations Manager, Guest Experience Supervisors, Guest Experience Assistant Managers, Guest Experience Manager, or Director
• Must be able to learn and follow procedures for registrations, sales, and check in
• Work with PMS and CRM systems to develop and manage all guest room blocks and programs.
• Set-up and manage group blocks from start to finish, including but not limited to entering blocks, setting up correct charge routing, managing cut-off dates, entering rooming lists, processing changes, sending guest lists to clients, entering pick-up numbers, etc.
• Communicate with Programming, Reservations, Events and Front Office staff to deliver a seamless experience for guests.
• Create a delightful experience for guests and clients before and during stay by phone, email, live chat, and in person.
• Ensure that all Guest Experience procedures, sales, pre-arrival, check-in, guest finance, and remuneration are maintained in accordance with established policy and procedures and budgetary constraints
• Assist other departments (e.g., Front Office, Retail, and Housekeeping) in creating a seamless experience for customers, with integrated systems for registration, check-in, events, and programming.
• Complete other duties and projects as they arise and continually seek out solutions to improve guest experience.
• Know and understand all rooms, rates, activities, hours of operation and experiences at 1440.
• Accurately enter all group program rooming lists.
• Ensure all contracts match blocks in Opera PMS & Delphi.
• Monitor all room blocks and cut-off dates.
• Process all reservation requests per Programming and Events.
• Ensure all proper billing and routing is done accurately and to group program specifications.
• Review all Program Briefs and ensure all details are accurate and communicated to coinciding departments.
• Ensure all traces, comments, and alerts are pertinent, and accurate.
• Attends and participates in departmental meetings and any pre-con meetings, programming or event meetings that are required.
• Produces and sends out group pick-up and other reports to appropriate management and executive team.
• Ensures all reservation market codes, rate codes, and source codes are accurate.
• Audits all individual and group program reservations to ensure accuracy.
• Process any individual and group program reservations deposits.
• Ensure all necessary changes are being done in a timely and accurate fashion.
• Ensure all changes are processed and accurately logged in Delphi.
• Assign all appropriate room requests as requested by contracts, briefs, and other requests.
• Communicate directly with the assigned group program contact, when needed.
• Take reservations via phone, email, and chat and occasionally in person
• Respond to guest inquiries quickly and in a professional manner
• Process all credit card transactions according to guest policies and financial procedures with 100% compliance
• Work at Front Desk assisting with arrivals, departures, guest questions and other duties as needed
• Perform any other tasks and projects as assigned
• Delegate tasks to Reservations team under the guidance of the Reservations Operations Manager on an as-needed basis
Essential skills and experience
• Excellent communication skills with an emphasis on active listening.
• Solid ability to learn and use new computer programs.
• Demonstrate success in problem solving and the ability to collaborate with others to find a solution.
• Must be able to follow safety and emergency protocols.
• Attention to detail and ability to handle multiple tasks.
• Willingness to take on responsibility within the framework of a team.
• A commitment to a flexible schedule that might include nights, weekends, and holidays.
• A passion for 1440 Multiversity's mission and values, as well as a strong desire for creating a welcoming guest experience.
• Experience working with Opera PMS, Delphi, and HubSpot is a plus.
• Previous work experience in hospitality or group planning preferred.
• Bilingual a plus.
AAP/EEO Statement
1440 Multiversity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, 1440 Multiversity complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
1440 Multiversity expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of 1440 Multiversity's employees to perform their job duties may result in discipline up to and including discharge.

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