Job details

Full-Time Reservationist- DoubleTree by Hilton Mclean Tysons

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years. The Hospitality Group operates a portfolio of more than 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels: along with The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of more than 1,000 enthusiastic hospitality professionals!

We are currently hiring for a Reservationist. This position is responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service. Reservations Sales Agents play a leading role in generating revenue for the hotel. They field inquiries for transient reservations (less than ten rooms per night) and must convert as many of these calls as possible into confirmed reservations. Provides prompt, courteous and efficient handling of all incoming reservations while practicing "The Big Three". Assist where necessary to ensure optimum service to guests, visitors and other departments. Follow policies and procedures of reservations.

At the DoubleTree by Hilton Tysons McLean, we are always looking for talented individuals with a passion for hospitality to join our dedicated team! Our culture reflects our greatest asset: our team members. We are proud to cultivate a culture of unlimited career opportunities, job enrichment, and a supportive working environment. We also offer benefits that help our team members thrive both personally and professionally such as premium healthcare insurance, 401(k) plan with company match, paid time off, hotel discounts, education reimbursement, and many more! We invite you to build your career with us. A bright and exciting future awaits you!

Essential Duties & Responsibilities

Ensure that the Reservations lines are always attended during scheduled hours and communication with Front Office Leadership team for all (arrivals/departures, group functions, guest requests, etc.)
Respond to incoming calls, using correct salutations and telephone etiquette.
Maintain confidentiality of all guest information.
Monitor and ensure that all reservations (including manual) are input into the system accurately, completely and promptly.
Monitor reservations requested by email, fax and USPS mail.
Ensure guest history accounts are kept current.
Monitor group reservation activity weekly and communicate status with Sales Department. Review the weekly group pick up reports, work with Sales Managers to communicate with group contact person on pick up pattern decrease/increase the block depending on the pick-up.
Ensure group files are accurate and kept current. Prepare the group resumes and conduct the weekly group resumes meeting.
Ensure that group requirements are entered completely and accurately from the sales contacts.
Review changes received from Sales after checking availability; resolve any discrepancies.
Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation and communicate to the appropriate department leaders.
Ensure that rooming lists are input accurately and completely.
Pre-block group rooms where special requests are made and submit the VIP requests and Hilton Honors Welcome cards daily for blue and silver members.
Accommodate all guest requests in an accurate and efficient manner.
Work closely with other departments to effectively accommodate guest's special requests and amenities.
Communicate designated VIP reservations as they occur to the General Manager and designated department managers.
Work closely with the Director of Rooms in determining the percentage for over-booking.
Communicate room availability (particularly status changes on any date) to Front Office leadership team.

Required Skills and Experience

Experience: 2 years with prior Reservations or Front Desk Agent experience required.
Education: High School Diploma or GED required.
Preferred Hilton System Background- using ONQ and Delphi
Must be fluent in the English language. Accurate listening, clarity in speaking, reading comprehension and writing ability in a professional context are required. Must be able to write routine correspondences such as confirmation letters and emails. Must have superior ability to use proper voice and tone for telephone conversation. Ability to read, analyze and interpret general business reports. Ability to effectively relate to hotel guests and all hotel employees. Ability to convince and persuade, as well as apologize when necessary. Must convey pride, confidence and genuine emotion at all times.

Benefits