Group Rooms Coordinator

Overview

The Group Rooms Coordinator ensures that all group bookings are handled and processed efficiently and correctly, through consistent interactions with the Sales & Convention Services Departments. In addition, in this role works closely with the hotel's Catering Sales & Conference Services Managers to assist in providing exceptional guest experience and maximizing hotel revenue opportunities.

Responsibilities:

• Review group blocks forcut off date extensions, andensuring the group blocks are created andmonitored correctly prior, during, and post the groups dates.
• Attend weekly group pick-up meetings.
• Run group arrivals lists daily for future arrival dates, and no-show reports daily.
• Check for duplicate reservations – by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
• Check for group reservation errors – and contact caller of the reservation or group contact accordingly to obtain and verify information.
• Work with the Convention Service Manager and Group Clients with group rooming lists, reservation changes, and group billing – according to contract and email history.
• Complete Group Commission Report, after group’s departure.
• Monitor room type availability daily.
• Monitor non-guaranteed reservations daily, and contact callerof reservation if needed. You willbe responsible for canceling the reservation whenrequired.
• Create and maintain group & transient room blocks. Ensure all reservations havecorrect billing, and all other necessary information.
• Complete competition rate analysis as needed.
• Take in-house reservations calls from customers and OmniRez agentsrequesting on propertyassistance orany and all other callspertaining to room reservations.
• Monitor Internet and FIT bookings, availability, and billing. Completing commission payment requests accordingly.
• Assist in completing all VIP and internal reservations, communicating any issues to Reservation Manager orOmniRezHelpDesk Supervisor.
• Assist in completing all fax and email reservations.
• Research outstanding Travel Agent Commissions for groups.
• Research and charge for all no-shows, cancelations, and deposits.
• Assist Conference Services and Catering team as assigned.

Qualifications:

• Knowledge of four-diamond / four-star customer service standards
• Previous experience in a Luxury Hotel Customer Service / Reservations (strongly preferred)
• Experience with Delphi, Opera ORS, and Opera PMS (strongly preferred)
• Proficient computer skills on Microsoft Office, Excel, and Word
• Excellent and professional communication skills
• Highly detailed, and able to maintain excellent organizational skills – while working in afast pace environment.
• Ability to multi-task while working on up to 50-60 future groups.