Essential Functions and Responsibilities
Primary Engagement Channel - Incoming Voice Calls and Text MessagingCallers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.Engages the guest with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that every guest request or challenge is handled promptly with genuine care and escalated when necessary.Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.Follows all Loews guest engagement Standards.Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.Provides accurate directions to the hotel from major inbound locations.Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.Maintains knowledge of all Hotel and area's, events and activities. Communicates within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.Receives and processes incoming guest requests and wake-up calls.Handles guest complaints to completion unless escalation is necessary.Receives and properly accommodates all Front Desk related callsEducation: High School Diploma or GED equivalent
Experience:
1-2 years customer-facing work experience, preferably in hospitality or salesLanguage Skills Preferred: English, Spanish, Portuguese and FrenchSkills and Other Requirements
Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the employee agreement.Active contributions to a collaborative and cooperative working environment.The ability to maintain confidentiality.A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).Strong computer skills and ability to learn new computer applications.Excellent customer service skillsLoews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
Read LessA Loews Hotels Group Coordinator is responsible for the proper reservations processing of all contracted group room blocks. The Group Coordinator represents their property and the Loews Hotels brand according to our "Four Diamond and More" standards. As the main point of contact for contracted groups rooming requirement/issues the position must "engage and delight" with a warm, professional and efficient manner. Group Coordinator ensures that group contracted rooming requirements are met and that requirement/needs outside of the block are met or alternatives provided based on the needs of the hotel in achieving its financial goals. Group Coordinator has direct contact with key group personnel via phone, email and in person. Position is also responsible for internal communication regarding group block status/issues/etc.
Essential Functions and Responsibilities
Review Group turnovers from Sales Managers and make necessary adjustments 5%Assign proper rooms as per contract and/or rooming list 5%Verifies group rates 3%Put in sell messages for all groups and updates accordingly 5%Enforces and/or informs cutoff dates in a timely and professional manner 2%Create group landing pages if necessary 5%Communicate all special group needs to the CRO and Nor1 on a continuous basis 5%Communicates with group contacts via phone/email or in person promptly, politely and in accordance with Loews Hotels "Four and More" service goals. All email correspondence must be professional and follow Loews Standards. 10%Provide technical assistance to Group contacts in relation to booking capabilities and delegate communication through LH.com. 3%When manual inputting is required, forwards all group rooming lists to CRO for data entry into ORS 2%Utilizes interpersonal skills to communicate with group contacts regarding room block issues/concerns, cut-off dates, special needs/request, etc 3%Anticipates group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted 5%Recognizes and manages group requests that fall outside of the contracted room block in a professional manner and informs Catering and/or Sales Manager responsible. 5%Processes all work completely and accurately 5%Sends out cutoff dates and other relevant information 2%Ensures complete and accurate billing is established on every group reservations 10%Produces/updates/distributes weekly pick-up report 5%Completes the Group post convention report and sends to CSM to be forwarded to SSC for all rooming list and call-in groups. 5%Participates in pick-up, resume and pre-cons as required. 5%Has an understanding of attrition and how it impacts group yield decisions. 3%Alerts DOM/DOS/CSM and Sales Managers as to possibility group will be in attritionSends out rooming lists to client 5%Reviews resumes 2%Completes all double check and review processes as appropriate to each groupProcesses VIP reservation sheets with special attention to accuracy as well as guest requests/needsProvides copies of suite reservations to Front Office (may not apply to every property)Tracks group pick-up performance for future referenceOversees and maintains group filing system to ensure group information is organized and easy to obtainOther duties/projects as assignedRegular attendance in conformance with standardsMay be required to work varying schedules to reflect business needs of the hotelRequired to attend all training sessions and meetingsAbility to perform "Physical Requirements" and "Mental Effort Requirements" as explained belowQualifications
Must be customer service oriented and have excellent hospitality skillsMust understand that the position of Travel Planner is a sales positionMust have excellent written and oral English communication skills and telephone etiquette skillsMust have excellent computer skills, literate in Lotus 1-2-3, Opera knowledge and basic MS office softwareMust be organized and able to prioritize work loadMust be able to type 25 wpmPrevious Reservations/Front Desk experience preferredKnowledge of a second language an assetEducation:
High School DiplomaExperience:
2 years hospitality experienceLoews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
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