Reservations - Group Rooms Coordinator

About the Role

The Omni Grove Park Inn & Spa, a AAA Four-Diamond property, offers sweeping views of the Blue Ridge Mountains, delectable restaurants, a Donald Ross golf course, tennis and fitness center, award-winning spa, and spacious convention facilities. Associates enjoy a dynamic work environment, comprehensive training, and the pride of working for a company renowned for exceptional service. This role ensures all group bookings are handled efficiently and correctly through consistent interactions with the Sales & Convention Services Departments, while assisting the Reservations Manager and Director of Revenue Management in managing day-to-day activities.

Responsibilities

• Review group blocks for cut-off date extensions and ensure blocks are created and monitored correctly before, during, and after group dates.
• Attend weekly group pick-up meetings.
• Run group arrivals lists daily for future arrival dates and no-show reports.
• Check for duplicate reservations by calling all multiple same-name reservations to verify guest names and special requests.
• Identify and correct group reservation errors by contacting the caller or group contact to verify information.
• Report to the Reservations Manager and Director of Revenue Management.
• Collaborate with the Convention Service Manager and group clients on rooming lists, reservation changes, and group billing according to contract and email history.
• Complete the Group Commission Report after a group’s departure.
• Monitor room type availability and non-guaranteed reservations daily, contacting callers as needed and canceling reservations when required.
• Create and maintain group and transient room blocks, ensuring all reservations have correct billing and necessary information.
• Complete competition rate analysis as needed.
• Handle in-house reservations calls from customers and OmniRez agents for on-property assistance or any room reservation inquiries.
• Monitor Internet and FIT bookings, availability, and billing, completing commission payment requests accordingly.
• Assist in completing VIP and internal reservations, communicating issues to the Reservation Manager or OmniRez HelpDesk Supervisor.
• Process fax and email reservations.
• Research outstanding travel agent commissions for groups.
• Research and charge for no-shows, cancellations, and deposits.

Requirements

• Knowledge of four-diamond/four-star customer service standards.
• Previous experience in a luxury hotel customer service or reservations role (strongly preferred).
• Experience with Delphi, Opera ORS, and Opera PMS (strongly preferred).
• Proficient computer skills in Microsoft Office, Excel, and Word.
• Excellent and professional communication skills.
• Highly detail-oriented with strong organizational skills, capable of working in a fast-paced environment.
• Ability to multi-task while managing up to 50-60 future groups.