JW Marriott Group Rooms Manager

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown -- and start your unstoppable career here.

This is a full-time position requiring weekend availability.

This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.

SUMMARY:

Reporting to the Regional Director of Sales, this candidate is responsible for the daily management of group room blocks and reservations as defined by the convention and sales teams. This candidate will process all reservation requests, changes, and cancellations received by phone, fax, or mail. They will identify guest reservation needs, determine appropriate room types, and verify availability of room types and rates. Explain guarantee, special rates, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. 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. Set-up proper billing accounts according to Accounting policies. This role provides the highest level of service for our group/convention/social clients and their event reservation experience.

ESSENTIAL FUNCTIONS:

- Excellent proficiency in MARSHA, CI/TY, Passkey and Delphi  - Proven team player in working with sales and events teams as well as other departments such as housekeeping, guest services and AYS - Accurate input of rooming lists with timely (48 hour) follow-up to assure complete accuracy. - 48-hour turnaround on specialized reservation information and building of groups one year out or less, 72 hours on all groups 1+ year out. - Complete and distribute hotel resumes for rooms only groups. - Posses excellent customer service in guiding client through room block process, notifying of any deviations from contract, upcoming cut-off dates and to date pick up as needed - Detailed and open communication in conveying group needs, concerns and challenges with Revenue leaders - The GRM must be present for any Rooms or Group related meetings such as department meetings or pre-con - Continual communication to hotel reservation agents and hotel departments regarding block information. - Group History Tracking: wash percentage to be tracked and group recap summary to be completed after groups departure. - Specialty groups, teams, youth group, etc. GRM to assist Front Desk with blocking, pre-registering, pre-keying, and special check-ins when needed. - Continual monitoring of all group cut-off dates and blocks, especially over tight dates, to ensure sell-out status when appropriate. - Wash history (if available) to be routed to Director of Revenue no less than three months prior to groups arrival.  - Must become a routine user of all AHC Hospitality Reservation systems (OnQ, MARSHA, FSPMS, FOSSE, Passkey, Delphi, CITY, etc.) - Must be familiar with hotel layout, products, services, amenities, and history - Must be familiar with Microsoft Office tools - Schedule and complete regular check ins with other Group Rooms team members at sister properties - Maintain professional rapport and timely accessibility with all sales/catering staff and group/convention clients - Tracking of attrition for the rooms portion of group revenue - Management of group history tracking - Managing Passkey effectively and efficiently to maximize group pick-up, upsells, and shoulder night availability - Keep current on systems trainings as well as Hotel brand training - Deliver exceptional luxury service to our clients from seamless hand-off through departure and billing   REQUIRED SKILLS:   - To perform this job successfully, an individual must b