CONFERENCE CENTER RESERVATIONIST

The Conference Center Reservationist plays a pivotal role in maximizing the efficiency of conference center space and reservations management by providing exceptional support as the initial point of contact for clients and key stakeholders. The ideal candidate will a Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together. The reservationist's primary objective is to field requests for meeting space reservations, delivering prompt and streamlined service with results that meet customer requirements while adhering to internal operational protocols. The reservation process entails communication channels including but not limited to telephone, email, and digital request platform or specialized computer software. The role is required to balance multiple competing priorities and requests, managing conference center and meeting space reservations and demonstrating a comprehensive understanding of company processes and policies. The role entails communication and relationship building across a large network of internal clients and stakeholders and requires adept balancing and tracking of a high volume of inbound and outbound requests and correspondence.

Position Overview
* Field and process requests for reservations of meeting rooms within the conference center, ensuring optimal utilization of available spaces.
* Track room availability and bookings using the Event Management System, making adjustments based on demand and organizational priorities.
* Communicate key conference center policies, guidelines, and fee structures to clients in a clear and concise manner.
* Ensure the collection and documentation of all necessary information during the reservations and booking process to facilitate smooth event execution.
* Send booking confirmations and follow up on cases as needed, ensuring accurate and timely communication with all involved parties.
* Manage requests for conference center services, including technology, production, audio-visual, food and beverage, and space configuration and setup.
* Handle change requests and notify service teams, accordingly, maintaining thorough documentation for modifications.
* Serve as focal point for Event Management System, performing audits and checks of information to ensure an accurate book of business for the conference center.
* Frequent communication with clients via email and telephone, requiring highly refined professional written and verbal language skills.
* Conduct regular reviews of reservation processes and procedures, identifying and addressing training gaps, inaccuracies, and opportunities for optimization.
* Deliver process and tool training to new hires, enhancing team expertise by sharing best practices and relevant examples.
* Actively participate in customer satisfaction improvement initiatives, striving to meet and exceed quality and productivity metrics.
* Analyze potential issues, engage relevant resources for root cause analysis, and implement appropriate solutions to prevent recurrence.
* Stay informed about industry trends and best practices, applying new knowledge to improve service delivery and customer satisfaction.
* Safeguard the well-being of our members and staff by diligently adhering to security, fire, health, and safety protocols, fostering an environment of trust and security.
* Embrace additional responsibilities with enthusiasm and dedication, demonstrating unwavering commitment to our shared mission of hospitality excellence.

Qualifications and Related Work Experience
* Bachelor's Degree (ideal, but not required)
* Meeting and event experience preferred. Previous customer service and client management experience.
* Highly skilled written and verbal communicator and relationship builder.
* Experience with a broad array of digital and technology tools, including reservations or event management platforms, inventory management systems, scheduling tools, and/or workflow management platforms.

Functional Qualifications
* Strong customer service orientation.
* Excellent task and time management skills.
* Proficient in problem-solving and analytical thinking.
* Exceptional communication skills, both verbal and written.
* Ability to work collaboratively with team members and contribute to team goals.
* Advanced in Microsoft Office tools, particularly Outlook and Excel.
* Quick and passionate learner, adaptable to changes.
* Adept at balancing multiple priorities and managing time efficiently in a fast-paced environment.
* Skilled in identifying and addressing strategic problems and developing innovative solutions to process-oriented challenges.
* Strong interpersonal skills, listening attentively and empathetically to understand client needs.
* Demonstrated ability to continuously improve personal skills and contribute to organizational improvements.