Group Quotations Team Leader at ANEW Hotels & Resorts

Job Advert Summary    

The successful candidate will be responsible for training and mentoring group quoting agents. Assist guests with bookings and confirming group reservations. Manage call volumes to achieve departmental goals and communicate with backup resources.

Minimum Requirements    

• High School Diploma or equivalent.
• 1 year of group reservations experience
• Thorough knowledge of hotel services and amenities.
• Availability to work holidays, weekends and periods of high demand.
• Computer Skills - Proficient with Microsoft Office Suite or related software.
• Proficient with a hotel PMS
• Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - communicates effectively in writing as appropriate for the needs of the audience.
• Excellent guests service skills.
• Excellent telephone etiquette skills
• Ability to handle heavy volume of phone calls.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to enforce hotels standards, policies and procedures.

Duties and Responsibilities    

• Consistently offer professional, courteous and engaging service.
• Support agents through mentoring/coaching in their daily tasks/responsibilities to optimize departmental operations and increase knowledge and performance.
• Provide feedback to National Sales Manager regarding both positive and negative issues impacting department performance.
• Demonstrate an unyielding passion for the guest experience, culture, mission and vision by troubleshooting and resolving guest and partner issues in a timely and mutually beneficial outcome.
• Handles manager calls and emergencies.
• Follow sales standards to achieve revenue goals according to company guidelines.
• Provide accurate and thorough information on the hotel’s accommodations, packages, promotions, services, and amenities.
• Assist guests with planning and booking hotel, restaurant, packages and special event reservations.
• Book and enter group reservation requests using the Property Management System.
• Assign specific accommodations based upon feature and/or location requests.
• Assist guests with inquiries about hotel facilities in an informative and helpful way.