Group Rooms Coordinator

Job Description Summary

To ensure through constant interaction with Sales Department, Convention Service Managers and Group Meeting Planners that all group bookings are handled and processed efficiently to meet the needs and exceed the expectations of group meeting attendees. This will include VIP arrangements, entering rooming list, auditing rooming lists, upselling of room types for special clients, processing changes and cancels to group blocks, coordinating billing instructions and communicating pertinent information to both to the Front Office and Sales Department.

Job Description

Principle duties and responsibilities (Essential Functions) include:   

• Courteously handle incoming calls and email requests using good listening and communication skills to secure information necessary to complete a reservation. Use proper phone and email etiquette.
• Understand the selling strategy for the hotel by knowing the status of Group contracted inventory to ensure that reservations are accepted for the correct rates and dates.
• Monitor, maintain and modify all Group reservations received from telephone, Sales/Catering Department, Passkey and CRS.
• Act as hotel Passkey champion, enabling all groups and ensuring all entered information is accurate and discrepancies are corrected, as needed.
• Attend pre-convention meetings as requested by Convention Services team. This may include meeting with group contact upon arrival to hotel to assist where necessary with the group.
• Process rooming lists accurately. Ensure billing is setup properly and concessions listed in the contract are assigned (i.e. staff, vips, updgrades, etc.)
• Process all changes and cancellations for group reservations.
• Control and block rooms as well as pre-blocks for special groups.
• Ensure that all reservations transferred to PMS or front office system are accurate.
• Maintain accurate logs of suites and special requests and ensure that requests are blocked in Opera.
• Possess knowledge of the hotel layout, facilities, and special services offered.
• Communicate with staff, clients and guests with dignity and respect.
• Effectively deal with guest concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Investigate/troubleshoot guest complaints, then reports findings/resolution to the proper department head or manager.
• Secure all required information to ensure that the clients will have a reservation suited to their specifications and a pleasant stay.
• Handle turnovers of groups by utilizing turnover checklist.
• Handle history requests, final pickup reports for clients, commissions, rebates and attrition forms.
• Possess knowledge of the procedures for entering, blocking, forecasting, filing, and canceling group bookings.
• Accurately run Group Pickup Report weekly to send to Convention Services & Sales teams. Provide weekly updates on all group wash and increases
• Monitor and analyze rooms inventory to maximize occupancy and increase average rate. This includes monitoring of group blocks, determining cut off dates and rate restrictions.
• Review set up in system of each group arriving in advance.
• Deliver Passionate & Engaging Service to our Guests by recognizing and anticipating individual needs in order to exceed their expectations
• You will consistently deliver our GUEST model:
  • Greet or welcome everyone, warmly with a smile
  • Use eye and ear contact and guest’s name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone

Additional Job Information/Anticipated

Pay Range

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Excellent reading, writing and oral proficiency in the English Language
• Strong verbal and written communication skills
• Excellent time management skills & ability to multi-task in a fast-paced environment
• Must have excellent interpersonal and organizational skills, display strong analytical competency, as well as exhibit a close attention to detail and follow up
• Must be proficient in Microsoft Word, Publisher and Excel computer programs
• Ability to learn computer programs for checking availability, printing rooming lists and group pickup reports
• Ability to handle special projects in addition