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Reservations Coordinator

Location: 

San Pedro, BZ

Property Name:  Costa Blu Beach Resort Trademark Collection
Req Id:  11740

Wyndham Hotels & Resorts is now seeking a Reservations Coordinator to join our team at Costa Blu Beach Resort Trademark Collection in San Pedro Town, Belize.

Job Summary

The reservation agent will contribute to the performance of the hotel by handling all reservation requests and assisting in maximizing room revenue and occupancy.  He / she will be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction.

It is not the intent of this Jon Description to cover all aspects of the position but to highlight the most important areas of responsibility.

Key Responsbilities
  • Processes and confirms guest room reservations made by clients.
  • Knowledgeable about all promotions in the hotel rooms and facilities.
  • Follows procedures to process all room reservations, rates, confirmations and hotel facilities.
  • Maintains established filling system for all correspondence and collates reports as required.
  • Speaks with associates and guests using clear and professional language.
  • Answers telephones using appropriate etiquette.
  • Ensures that reservation requests are answered accurately on a timely basis.
  • Welcomes and acknowledges all guests according to the WHR standards and policies.
  • Anticipates and addresses guests’ service needs.
  • Processes amendments to reservations such as extensions, early departures, etc. based on availability and strategies.
  • Explains guarantee, special rate and cancellation policies to callers.
  • Identifies guest reservation needs and determine appropriate room type after verifying availability of room type and rate.
  • Ensures that revenue is maximized by up-selling guest rooms and recommending hotel facilities.
  • Responds to all communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, fax any other program.
  • Communicates reservation information to the front desk.
  • Processes cancellations and modifications and promptly relays the information to the front desk.
  • Processes advance deposits on reservations.
  • Tracks future room availabilities on the basis of reservations.
  • Prepares expected arrival list for front office to use.
  • Makes sure that files are kept up to date.
  • Making arrangements for clients travel program.
  • Is aware of and adheres to health and safety and bomb threat procedures of the company.
  • Is aware of all front office procedures as per the hotel policies.
  • Maintains a clean and neat appearance at all times.
  • Knowledgeable to use the hotel software for reservations (e.g. opera system).
  • Works in harmony with other associates in the hotel.
Key Competencies

Business Acumen

  • Articulates Wyndham mission, vision, core values, business priorities and strategic goals.
  • Demonstrates in-depth knowledge about Wyndham and Hotels products, guests, markets & transaction systems.

Building Trust

  • Demonstrates system integrity consistently, fairly and is honest with members about what can and can’t be done in relation to member accounts.
  • Takes personal responsibility for establishing, agreeing to and keeping performance related commitments.
  • Is reliable, consistent and focuses on the positive, makes themselves available when needed to perform additional tasks.
  • Openly acknowledges others for their contributions.

Communication

  • Demonstrates understanding of critical issues and points in the message.
  • Seeks to understand others and learn through listening.
  • Exhibits a positive manner at all times in talking to customers or colleagues.

Count On Me!

  • Articulates the needs and expectations of internal and external customers.
  • Handles customer complaints effectively and efficiently.
  • Builds and maintains effective relations with customers (internal /external).
  • Articulates the underlying need of the customer’s request.
  • Listens and seek feedback proactively from the customer.

Driving Results

  • Produces high quality work products/services as measured by the customer.
  • Knows what is expected and delivers on promises.
  • Takes pride in own work.
  • Takes responsibility to address customer needs and resolve customer issues.
  • Takes responsibility to surface and escalate customer needs and wants to management teams.

Innovation

  • Is willing to try various approaches to solve problems.
  • Does not give up easily when things become difficult.
  • Shares thoughts/new ideas.
  • Shows understanding of personal adjustments required as a result of change in the business environment.
  • Looks proactively for opportunities to embrace changes and move forward business objectives.
  • Displays tolerance, respect, and acceptance for changes.
  • Accepts change initiatives and effectively modifies behaviour to meet new guidelines.

Leadership Effectiveness

  • Aligns to organizational / area directions.
  • Makes a visible effort to manage stress.
  • Is able to adapt to different working environments.
  • Contributes a fair share of work and fulfils the expected role of a team member.
  • Participates in team activities and contributes ideas.
  • Works collaboratively with others.
  • Works in partnership with other team members.
  • Shares skills and knowledge to enhance others’ talents and skills.

Valuing Diversity

  • Monitors others’ reactions to comments or choice of words by observing nonverbal cues, such as facial expressions or body language.
  • Corrects behaviours by responding to the reactions of others.
  • Tries to react objectively to other people’s ideas, regardless of personal views.

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! Service culture to be responsive, respectful and deliver a great experience.

Education & Experience
  • Ideally 2 years’ experience working as a Reservations Agent in a hotel.
  • Business / hospitality management BA qualification is an advantage.
  • Fluency in English is essential.
  • Proficiency computer literacy.
  • Excellent guest service skills.  
  • Attention to detail.
  • Positive can-do attitude.
  • Knowledge of Opera system.

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Job Location: Costa Blu Beach Resort Trademark Collection, 6.5 Miles North Ambergris Caye, San Pedro Town, Belize  000000
Employment Status: Full-time

Employment Disclaimer

In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving only as the recruiter and will not be my actual employer.

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.