Job Summary The Group Reservations Coordinator manages all aspects of group reservations, from initial inquiries to final confirmations, ensuring accurate communication and efficient processing of group bookings under the room blocks. They communicate with group leaders, travel agents, or event planners to understand their needs, preferences, and budget. They also coordinate with other departments, such as sales, catering, or operations, to guarantee that the group's requirements are met, and that the reservation process is efficient. A group reservations coordinator typically performs tasks such as creating and updating group rooming lists, processing deposits, payments, and cancellations, providing information and assistance to group members, resolving issues and complaints, generating reports, folio invoices, and maintaining accurate records. This position is responsible for handling inbound calls with efficiency and professionalism, handling and responding to email correspondence in a well-written and timely manner, providing day-to-day audit of all current Group reservations.
The Group Reservations Coordinator must be able to make reservations, cancellations and answer questions about group rates, hotel facilities, services as well as assist the reservations department with transient reservations while always providing superior customer service.
Job Qualifications Minimum Qualifications:
- Minimum one-year Front Desk, Reservations, Conference Services or Sales experience at a comparable quality property required.
- Excellent communication skills - oral and written.
- Excellent guest service skills; strong customer service background
- Proficiency in Microsoft applications including but not limited to: Outlook, Excel, and Word
- Experience with Property Management System (Opera) is required.
- Ability to work a flexible schedule to include all weekends as well as holidays when required.
- Fluent in Spanish preferred
Job Duties Job Specific
- Process all group reservation requests, including changes and cancellations, and assist customers with any questions pertaining to a reservation, existing or prospective.
- Consistently offer professional, friendly and engaging service in all interactions
- Maintain a perpetual presence for the meeting planner by remaining attentive and answering client questions in a professional and warm manner
- Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups.
- Update reservations including cancellations, rescheduling and shortening length of stay requests received by phone, fax or email in accordance with Grand Beach Hotels group reservation policies
- Maintain group block inventory accurately and communicate changes and questions with revenue management, Group Sales Coordinators and Sales Director.
- Monitor group block cutoff dates, provide written reminders to clients in advance and ensuring revenue management and sales team are aware if rooming lists are expected to be late and/or block inventory will be released.
- Set up proper billing accounts according to accounting policies.
- Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities when applicable
- Respond to any challenges found for accommodating rooming requests by communicating with appropriate individuals or department
- Liaise with Sales and other departments as required
- Provide reservations and pick up reports upon request
- Cross reference Group resumes with system information and ensure accuracy, when necessary
- Other duties as assigned to aid the transient reservations team.
Must be able to perform to standard all activities on the New Hire Training Checklist Within the first 30 days.