An inspiring career awaits you. The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired.
Grand Performers may enjoy a range of benefits, including:
- Marriott Employee Discounts Worldwide
- Competitive Wage & Discretionary Bonus Program
- Medical, Dental, Vision Insurance
- Company-Sponsored Life Insurance
- Short & Long-Term Disability Insurance
- Tuition Reimbursement Program
- 401(K) with Discretionary Company Matching Contributions
- Employee Assistance Program
Objective / Purpose The overall objective and purpose of the Transient Reservations Coordinator is to support the Corporate Transient Sales team and the Kessler Collection hotels by providing timely, accurate service to potential guests. Receive and process all reservation needs funneled through travel agents, consortia, wholesalers, corporate clients and other in-house needs, utilizing selling techniques, telephone skills, availability, rates, policies, amenities and other detailed factors. Additionally, they must be intuitive in understanding the needs of guests and thorough in working with on-property teams to ensure a great experience. The incumbent is responsible for maximizing revenue opportunities for the property.
Standards & Culture Individuals must serve as a cultural ambassador by upholding and promoting our standards.
- Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
- Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
- Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.
Areas of Responsibility (AOR) Primary areas of responsibility include, but are not limited to the following:
Reservations Management - Confirm new reservations as communicated by the corporate transient sales team.
- Complete reservation updates, such as securing credit card payments (via Sertifi), direct bill routing, blocking rooms, and assigning VIP status.
- Create reservation links as needed.
- Be familiar with wholesaler and consortia program inclusions and procedures.
- Handle gift certificate reservation requests and track redemption.
- Provide availability, pricing, and booking instructions to travel agents, consortia and business transient clients.
Guest Relations - Collaborate with the Front Desk and Concierge teams to arrange amenities and reservation details for VIP guests.
- Respond to guest questions, resolve concerns, and adjust errors promptly using the L.E.A.R.N. standards.
- Greet and interact with clients, guests, and team members consistent with the G.U.E.S.T. standards.
Communication and Support - Answer incoming phone calls within 3 rings, using proper salutations and telephone etiquette. Respond to emails in a timely manner prioritizing those with urgent requests.
- Email confirmations and reservation information as requested.
- Provide timely communication and follow-up with guests, hotel operations, and third parties.
Administrative Duties - Submit Wholesale Calendars as needed.
- Develop a thorough knowledge of hotel layouts, room types, services, and operational hours.
- Maintain proficiency in PMS reservation systems and brand booking engines.
- Handle posting changes and folio requests.
- Maintain knowledge and comply with all departmental policies and procedures.
- Participate in department and company meetings and functions.
- Complete special projects as assigned by the supervisor.
- Promote positive relations with internal and external guests.
- Maintain knowledge in the use of all office equipment and systems.
- Perform other duties as assigned.
Knowledge / Skills / Abilities (KSA) To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.
- Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
- Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
- Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.
- Leads with courage - Provides a culture of accountability.
- Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goals.
- Strong written, verbal, and interpersonal skills.
- Strong analytical skills with ability to analyze data, prepare reports and present findings.
- Experience leading teams to success
- Possesses outstanding organizational skills
Minimum Qualifications Education, License, Certifications, Experience
- College or related experience and/or training equivalent - preferred
- Hospitality or related industry experience - required
- 1+ years of relevant work experience in similar title and scope - preferred
- Experience in similar size organizations - required
- Marriott reservations systems experience (including Opera, MARSHA and Empower) - preferred
Work Environment / Conditions The work environment/conditions described herein are representative of those that an incumbent may experience.
- Must be comfortable working in a shared space, with constant noise, without the use of a private office.
- Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
- Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.
Physical Demands The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.
- While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
- Push, pull, and lift up to 50lbs on a weekly basis.
- While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.