Reservations Billing Coordinator
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Job Number 19000TT6
Job Category Reservations
Location The Westin Seattle, 1900 5th Ave, Seattle, Washington, United States VIEW ON MAP
Brand Westin Hotels & Resorts
Position Type Non-Management/Hourly
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The Group Account Coordinator will assist hotel group guests to ensure a successful event by being the housing and billing contact from pre-arrival through departure; providing excellent service and hospitality following the brand guidelines. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Set-up proper billing accounts (i.e. share-with, room/tax/incidentals, tax exempt, direct/special billing, and group bookings) according to accounting policies. Prepare, review, and issue bills, invoices, and account statements according to company procedures. Provide excellent service to both internal and external customers. Ensure compliance with standard and local operating procedures. Work closely with various departments and outside entities to achieve successful groups from pre-arrival through final bill.Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
An exceptional candidate will have an energizing yet relaxing personality and:
- Must speak, read, write and understand the primary languages in the workplace.
- Have good communication skills, both verbal and written.
- Have the ability to problem solve and make rational decisions.
- Must be able to handle a high volume workload with organization and control.
- Must have a minimum of one year of Front Office experience in a hotel.
- Must have knowledge on Microsoft Office functions.
- Must be able to prepare and analyze data and figures, and transcriptions prepared on and generated by computer.
- Must be able to use analytical ability to problem solve.
- High school or equivalent education required.
- Bachelor’s degree in related field preferred.
- Maintain a neat, clean, well-groomed appearance per Marriott standards.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
Associate are expected to: follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.