Job Type
Full-time
Description
TITLE: Group Reservations Coordinator
DEPARTMENT: Front Office / Guest Services
REPORTS TO: Front Office Manager
JOB SUMMARY The Group Reservations Coordinator works closely with Sales & Marketing, Accounting, Conference Services, and Group Meeting Planners to ensure excellent customer service and the highest level of accuracy in bookings is always provided. The role is responsible for creating and maintaining group room blocks, booking links and reservations to accommodate guests, and must ensure that clients are provided with required types of rooms, facilities, and services. The incumbent handles all reservations in a friendly and efficient manner, and quotes available rates to maximize room revenue and average rate according to Aimbridge Hospitality standards. This role plays a prominent role in improving the occupancy of the hotel by ensuring group rates and inventory are consistently monitored and updated as needed.
ESSENTIAL JOB FUNCTIONS: • Keep updated files on all upcoming groups upon receipt of turnover.
• Ensure accuracy between the Delphi and SMS systems (room blocks, rates, cutoff dates).
• Detail each Group profile and/or reservation with Group specific information (rate, rate code, deposits, location requests, package inclusions, contract concessions, etc).
• Build rates and inclusive packages specific to each Group (create routing profiles, deposit policies, cancellation policies, etc.).
• Process travel agent commissions.
• Act as liaison between group and central reservations.
• Input group rooming list and facilitate all rooming list changes and billing changes upon receipt from conference service coordinator assigned to the group.
• Manually assign specific accommodations based upon feature and/or location requests.
• Provide reservation and pick up reports upon request.
• Cross reference Group resumes with system information and ensure accuracy.
• Attend all Pre-Planning and/or Pre-Conference Meetings with clients and Conference
• Services Coordinator (Via phone if not available to attend in person).
• Review no shows from previous night and make corrections as needed.
• Assist accounting in verifying and correcting group guest's folios.
• Ensure all group functions are completed in an accurate and timely fashion.
• Communicate effectively communicate with Call Center Manager, Business Analyst, Sales
• Manager, and Conference Services Coordinator, and group meeting planner.
• Performs other duties and attends meetings, as assigned by hotel/department leadership.
SPECIFIC JOB KNOWLEDGE AND ABILITIES • Must have the ability to communicate in English.
• Hours of work will be scheduled based on business volumes/operational demands and will vary.
• Minimum 1 year of Reservations experience with proven skills in guest service.
• University/College education is an asset, preference given to hotel management graduates.
• Excellent written and verbal communication skills are essential.
• Computer literate in Marriott Systems including Lightspeed and CI/TY preferred.
• Results oriented with the ability to be flexible and work well in a busy and demanding environment.
• Sound understanding of financial management in the areas of revenues and cost controls.
• Must be energetic, enthusiastic and self-motivated.
PERFORMANCE STANDARDS • Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Requirements
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Requires good communication skills, both verbal and written.
- Most tasks are performed independently or in a team environment with the employee acting as a team leader.
- Must possess basic computer skills.
- Knowledge of hotels and competitive markets.
- Ensure that guest satisfaction is consistently obtained and maintained.
- Ability to make decisions with only general policies and procedures available for guidance.
PHYSICAL DEMANDS • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
• Must be able to lift up to 40 lbs. on a regular and continuing basis.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
AVAILABILITY This company operates seven days a week, 24 hours a day. Generally, the position works Monday through Friday with hours varied based on business demand. At times it may be necessary to move you from your accustomed work day, to include Saturdays and Sundays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.