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Front Office Coordinator

Loews Hotels & Co.
Full Time
Orlando, FL
Posted Today
Job description
A relaxed, easy feeling with a fun surf vibe awaits guests at Universal’s Endless Summer Resort. Sunny, beach-themed rooms and two-bedroom suites make this a great spot for families of any size to base their Universal Orlando Resort vacation. Job Specific
  • Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP)
  • Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-out
  • Maintains a 90% call service level on all calls incoming through the switchboard
  • Reserves complimentary certificate and team member reservations
  • Assists group guests as they call for information or changes
  • Maintains updated confirmation of reservations on designated e-commerce accounts.
  • Completes the sale and delivery of gift certificates
  • Completes reports as assigned.
  • Troubleshoots any reservation challenges that may arise until a resolution is found
  • Maintains a prompt response on all Preferred Desk Voicemail, email and fax.
  • Maintains accurate and organized group, wholesale and VIP files.
  • Maintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)
  • Maintains a neat and organized reservations office
  • Maintains reservations office supply pars
  • Maintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encountered
  • Maintains an open line of communication with hotel reservations office, revenue management and CRO.
  • Process and file credit card authorizations
  • Completes daily cancellation, deposit required, virtual suite, and OTA reports
  • Maintains an average shop score of 80% or higher
  • Maintains an average available phone time of 80% or higher
  • Other duties as assigned
  • Promotes and applies teamwork skills at all times
  • Notifies appropriate individual promptly and fully of problems and/or unusual matters
  • Is polite, friendly, and helpful to guests, management and fellow employees
  • Executes emergency procedures in accordance with hotel standards
  • Complies with required safety regulations and procedures
  • Attends appropriate hotel meetings and training sessions
  • Maintains cleanliness and excellent condition of equipment and work area
  • Complies with hotel standards, policies and rules
  • Recycles whenever possible
  • Remains current with hotel information and changes
  • Complies with hotel uniform and grooming standard

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