Room Reservations Coordinator

USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.

We are seeking a Room Reservations Coordinator to join our rapidly growing team.

The Opportunity:

Many times, our guests are in need of a helping hand to provide directions, answer questions, and offer vital information. That's when they will turn to you, our room Reservations Coordinator. As a fountain of USC and Trojan Family knowledge about USC, you will lead our students, faculty, staff, and visitors to solutions. You will be the problem-solver for our guests and, as such, will need to treat them with warmth, positivity, and patience while reserving rooms in order to maximize hotel revenue. We take our customer service seriously, and need you to show our customers just how much they mean to us!

The Accountabilities:

• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel. Using the reservations system, process reservations from the Sales department, Home Office Sales Department, reservations Centers or Travel Agencies/Wholesalers.

• Upsell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible.

• Process cancellations, revisions, and information updates on changes; process guest reservation requests for other hotels within the hotel system.

• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.

• Stay abreast of current rates, rate changes, and all promotions: assist Revenue Manager in rooms forecasting. Complete daily logs to record the number of bookings and cancellations.

• Run daily reports such as Yield Management Report, Arrivals Report, Cancellation Report, etc.

• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.

• Perform other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

The Qualifiers:

• Education: High School Diploma

• Experience: 1 year

• Expertise:

  • Demonstrated customer service and interpersonal skills

  • Strong communication and computer skills

  • Sales experience

  • Ability to communicate effectively in English

  • Presents oneself professionally, in line with higher education environment

What We Prefer:

• Bachelor's Degree

• 2 years of experience

• Customer service experience in a fast-paced retail environment

The Trojan Family Rewards:

We pride ourselves in creating theBEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit http://benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The hourly rate for this position is $29.00. When determining an offer, the University of Southern California considers factors such as the scope and responsibilities of the role, the candidate's experience, education, training, key skills, internal peer alignment, applicable laws, contractual requirements, grant funding, and market conditions.

Minimum Education: High school or equivalent, Combined experience/education as substitute for minimum education
Minimum Experience: 1 year, Combined education/experience as substitute for minimum experience
Minimum Field of Expertise: Customer service