Customer Service Representative - Reservations - RR Donnelley

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The Reservationist is part of the global hospitality operations team, and is responsible for handling a high volume of calls and emails requesting conferencing space throughout the firm's global office locations. The position acts as a liaison between internal clients and conference coordinators to ensure that the clients & needs are understood and clearly articulated to all service providers.

Shift: Monday-Friday, 6am-2:30pm

Responsibilities:

• Responding to calls and e-mails with requests for meeting space, as well as with requests for services in those conference rooms which have already been booked online.
• Assigning conference space in accordance with the specific requirements of the meeting regarding room set-up, Audio Visual activities, food and beverage service, etc. Space will need to be reserved in conjunction with other meetings already on the books, juggling room assignments so as to emerge with the best fit without wasting valuable conference facilities.
• Sending initial confirmations in connection with bookings and following up at specified intervals prior to the event to confirm the current status of the meeting, the accuracy of participant counts, the need for special equipment and services, etc.
• Documenting specific meeting requirements within the EMS reservation systems, where such information will be available to all internal departments responsible for the implementation of such requirements.
• Facilitating the Food Service approval process and policies.
• Inputting additional relevant reservation details into the reservation system, including billing information, internal source of business, type of meeting, etc., for financial purposes, as well as future statistical analysis.
• Providing e-mail or telephone updates to relevant departments after 2 p.m. regarding new bookings or changes to existing bookings for the next day.
• Serving in a conference consultant role, assisting callers in defining their meeting requirements and then assigning appropriate space to best support those requirements.
• Developing and maintaining an excellent rapport with clients who call or send e-mails, instilling confidence that their meetings are being handled in a timely, professional and expert manner.
• Creating/building upon a data base of historical information regarding individual client preferences pertaining to meeting rooms, set-ups, Audio Visual activities, food and beverage selections, etc.
• Adhering to hospitality standards

• Excellent organizational skills, with the ability to work under pressure, prioritize tasks and juggle many tasks simultaneously.
• A thorough understanding of meeting dynamics, including room set-ups, Audio Visual functions, food and beverage requirements, etc.
• A good understanding of spatial relationships in the context of conference room capacities and functions.
• Creativity, with an open mind to see things from a different angle, suggests alternative space solutions, etc.
• Excellent telephone skills, combined with strong listening skills.
• Familiarity with conference center property management/reservation systems.
• Strong computer skills and knowledge of office technology/equipment.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• HS Diploma or GED required

The national pay range for this role is $37,800 to $67,400 annually. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

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RRD is an Equal Opportunity Employer, including disability/veterans