Reservations Coordinator

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Just north of Orlando, Winter Park, Florida, is an enchanting city known for its abundant outdoor spaces, quaint brick-lined streets with old-growth tree canopies, first-class shopping, and delectable dining. Our corporate headquarters manages, supports, and develops all Timbers properties around the globe. Our team embraces the year-round sunshine and warmth of Central Florida, drawing inspiration from our award-winning properties to infuse world-class hospitality, authenticity, and teamwork into everything we do.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

SUMMARY:

Responsible for performing a variety of duties related to property reservations; responds to communications from guests, travel agents, and referral networks concerning reservations; creates and maintains reservation records and promptly processes any cancellations and modifications.

ESSENTIAL FUNCTIONS:Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

- Interact with customers, travel agents, and wholesalers via phone, email, or chat to handle reservation inquiries, and assist in booking reservations based on their preferences and needs.

-Maintain departmental goals which include but are not limited to: Conversion, Revenue, and productivity.

-Process reservations by email, telephone, fax or central reservation systems referral.

-Maintains reservations records; prepares and distributes notifications of confirmation; processes advance deposits on reservations.

-Supply availability, pricing information and booking instructions to wholesalers, and travel partners.

-Complete daily checklist that includes but not limited to pre-arrival calls, run trace reports and action on them, arrival review/audit, run daily reports, assigning room blocks, cleaning up reservations that come via website, OTA and other channels, manage email inboxes timely and professionally, conduct outbound calls for any hot leads, assist with cleaning up checked out with open balances, entering STR data, etc.

- Thorough knowledge of all hotels’ layouts, room locations, room types, as well as hotel services, features, and hours of operation.

- Be proficient in the PMS reservation system and brand booking engine and reservation processes including taking entering data, cancellations, and data management.

-Maintains awareness of the selling status, rates, and benefits of all packages plans; communicates policy on guaranteed reservations and no-shows.

-Communicates reservation information to the front desk and provides support to front desk staff which may include high-level education on reservations-related tasks and training from time to time.

-Tracks future room availability on the basis of reservations.-Maintains accurate records and files related to the areas of assignment.

-Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.

-Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

- Participate in department and company meetings and functions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

High School Diploma/GED; AND one (1) year of resort operations support experience; OR an equivalent combination of education, training, and experience.

Required Knowledge and Skills

Knowledge of:

• Use of specified computer applications involving word processing, queries, data entry and/or standard report generation.
• Use of Springer Miller System (SMS) or other Property Management Systems - Preferred
• Policies and procedures of the department.
• Use of specified computer applications involving the design and management of databases or spreadsheet files and the development of special report formats.
• Office administrative practices and procedures.
• Record keeping principles and practices.
• Correct business English, including spelling, grammar, and punctuation.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.

Skill in:

• Performing office support duties.
• Determining the nature of a call or visit and recommending appropriate actions or solutions.
• Providing customer service.
• Communicating effectively in oral and written forms.
• Compiling and summarizing information and preparing activity reports.
• Organizing own work, setting priorities, and meeting critical deadlines.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Dealing successfully with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds.

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard office equipment; stamina to sit for extended periods of time; strength to lift and carry up to 20 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone.

Benefits:

• Education Assistance Program
• Wellness Reimbursement Program
• Learning and development
• Competitive pay
• Volunteer time
• Paid maternity/paternity leave
• Fun team building events
• 401K
• Vacation days
• Personal days
• Holiday pay
• Health Insurance
• Dental/Vision Insurance
• LTD/STD
• Life Insurance