Group Reservations Coordinator

About the Role

Coordinate group room reservations and related functions with in-house departments, affiliates, and outside group contacts. Provide and maintain sincere, courteous, and knowledgeable service to all guests and associates. Be proficient in all areas of reservations and general operations of the hotel. Maintain ownership of group blocks, including pickup numbers, reservation methods, billing, and proper treatment of VIP guests.

Responsibilities

• Answer telephone promptly and courteously.
• Enter guest reservations into the computer system quickly and accurately, segmenting reservations into the appropriate category while using the hotel's selling strategy and knowledge of all rates, package plans, and hotel services; close out, sell, and upsell the hotel as appropriate.
• Maintain a working relationship with the Convention Services, Sales, and Front Office departments.
• Be knowledgeable regarding credit policies, room types/area blocking, cancellation policies, and blocking group suites.
• Create and maintain an organized file folder for each group to contain contracts, amendments, rooming lists, pickup, email communication, billing information, etc.
• Communicate relevant information with Convention Sales Managers and Front Desk on any changes or amendments.
• Build group room blocks and verify blocks are accurate between HDS and the GRC by conducting weekly audits between HDS and GRC (Delphi).
• Manage all group room block inventories, prepare and forward pick-up reports to relevant department heads and team members.
• Build and manage Group Masters accurately.
• Receive and enter rooming lists into the HDS accurately for each group prior to their cut-off date.
• Set up accurate billing for each group; coordinate with Convention Sales Managers and Accounting to ensure correct billing and routing are in place for all group reservations and communicate information to Accounting.
• Keep credit card deposits up to date.
• Ensure all upgrades, staff, and comps are blocked accordingly; responsible for blocking all group suites and VIPs.
• Perform post-event audits when designated and complete Group Pickup form with requested details and forward to the appropriate department.
• Read the Group Resumes and Daily Function Sheets; ensure that all Group VIP, staff rooms, and suites are blocked consistent with the Group Resume and communicate/investigate discrepancies.
• Review Group No-shows with DORM on a daily basis; process No Show charges or reversals as necessary.
• Monitor cut-off dates and communicate in the Group Pick-up meeting prior to that date to the Convention Service Managers.
• Assist Convention Service Managers on overflow situations.
• Attend weekly Group pick-up, resume meetings, and pre-convention meetings; prepare and communicate pick-up reports and rooming lists for each meeting.
• Create, print, and maintain group breakfast coupons.
• Maintain an awareness of general hotel availability at all times.
• Maintain a working knowledge of Convention Services, Sales, and Front Office areas, credit policy, different room types, and hotel services.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Report work-related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Perform other reasonable job duties as requested.

Requirements

• High School diploma or equivalent.
• Minimum two (2) years of experience in hospitality industry sales, front desk, and/or event operations.
• Previous hotel experience in reservations and/or front desk.
• Excellent reading, writing, and oral proficiency in the English language.
• Proven interpersonal skills with a track record of successful client interactions.
• Excellent organizational skills and attention to detail.
• Ability to multitask and work under pressure.
• Able to negotiate and organize.
• Proficient in Microsoft Office, Outlook, and the Internet.
• Knowledge of SMS and Delphi Software preferred.

Physical Requirements

• Prolonged periods of sitting at a desk/working on a computer.
• Must be able to lift a maximum of 15 pounds at times.
• Physically capable of walking distances to conduct property site tours.
• Read and visually verify information in a variety of formats.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Benefits

• Competitive compensation package including medical, dental, vision, LTD, STD, and life insurance benefits.
• Paid Time Off (PTO).
• 401k retirement plan.
• Complimentary meals.
• Resort discounts.
• Flexible scheduling.
• Company-provided training and certifications.
• Tuition reimbursement.

Pay

$23.00 per hour.