Coordinator Groups

Why us?

You Belong Here

Job Overview

To assist the hotel in maintaining and coordinating group reservations.

Responsibilities

• Handle multiple property reservation calls, faxes, and emails when necessary to provide optimal customer service while speaking in the appropriate brand voice.
• Maintain accuracy of group blocks including cutoff date, room pick up, room type, suite blocks, rates etc.
• Ensure accurate billing set-up for prompt and accurate processing. Identify, block and process staff and VIP and comp room reservations with each group.
• Ensure appropriate inventory and information is available for individual call-in groups via all designated booking channels.
• Set up and maintain master file for each group with pertinent information, including but not limited to approved changes applied to the group and documented conversations with clients, convention service managers and sales manager.
• Monitor group pick up, cut-off dates, rate and room type availability to maximize hotel revenues and client/guest satisfaction.
• Audit all assigned group blocks, room rates and concessions against PMS per contract once group has turned definite.
• Ensure that blocks entered are consistent with pattern for group and that room type blocks flow for duration of the block. Update as necessary as group rooms pick-up and/or cut-off date has been reached. Seek approval for additional rooms beyond contracted block as needed.
• Create StarGroups websites and links as necessary. Communicate details with Convention Services and meeting contact.
• Facilitate rooming list entry through method chosen by meeting planner. Ensure all appropriate information is available for individual call in groups.
• Coordinate all group activity and information, including processing of reservations, rooming lists, advance deposits, and group resumes to necessary departments.
• Review rooming lists for accuracy of information, format and billing requirements. Identify, process and block rooms for staff and VIP lists as necessary
• Block special request reservations and suites required. Facilitate special requests using StarGuest as well as direct property communication.
• Monitor housing bureau pickup as required and make adjustments accordingly. Communicate with management team as necessary.
• Facilitate coordination between housing bureaus/meeting planners and hotel to ensure efficient usage of Reservation Connection and/or Reservation Cross Check tools as necessary.
• Facilitate consumption of any complimentary rooms or other contractual room requirements (e.g. complimentary upgrades) and communicate with all appropriate departments.
• Serve as liaison with accounting department to ensure all billing requests are configured and executed as necessary.
• Prepare all necessary reports and for each hotel's Group Pick Up meeting - be prepared to discuss pickup and trending of groups during meeting.
• Communicate effectively and in a timely manner to internal Revenue Management and CS teams any information received that could impact the performance of each group.

Qualifications

Education/Formal Training

4-year college degree or equivalent hospitality experience.

 

Experience

Previous sales, hospitality &/or analysis experience preferred.

 

Knowledge/Skills

• Ability to type 60 WPM, Microsoft Word applications: Word, Excel, Publisher and PowerPoint.
• Alphabetizing, grammar and punctuation skills. 
• Standard business letter formats. Strong editing skills.
• Excellent attention to detail and multi-tasking skills

 

Physical Demands

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to respond to telephone inquiries and handle clients and associates
• Ability to use a computer, file, check diary
• Excellent speech communication skills necessary to communicate clearly with customers and other departments.
• Excellent comprehension and literacy required to read contracts, manager's letters and help prepare contracts and proposals.
• Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional standing.
• Occasional carrying and lifting of files and office items up to 25 lbs.