Group Housing Coordinator

Provide reservations support to for hotel:

Create group SRPs from definite bookings provided by the Sales Department

Input reservations for crew / permanent contracted rooms from manifests provided

Provide support to Sales, Catering and Convention Services teams as related to groups and reservations.  (Includes the input of reservations, rooming lists, provide group pickups, block rooms, etc.)

Attend weekly resume and pick-up meetings

Handle calls and requests from guests, clients and coworkers as related to reservations in a friendly and professional manner

Answer phones and process Lead Assignment

Input and retrieve data with routine difficulty using a computer reservations system and utilizing codes for efficiency

Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc

Process credit card authorizations as needed

Review arrivals one week out to check for guest’s with multiple room reservations to reduce the possibility of duplicate reservations and to be able to manage the overbooking

Contact guests to verify room types needed when room type is oversold

Process faxes, post checks and maintain neat and consistent filing system for booking recaps

Train on processing Nor1, No Show / Cancellations / Early Departures processing as backup for the Front Office

Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out

Be prepared to assist GM, Director of Sales, Director of Revenue with requests for reports, etc

Be prepared to assist other departments as business levels demand (i.e. Front Desk, Guest Services, Sales Administration, etc.)

Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor

Experience: Prior communications, reservations, hospitality and / or computer experience preferred.

Language Skills:  Read, write and speak English fluently.  Ability to communicate effectively and professionally with other business departments, guests and vendors.  This individual must demonstrate the ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Technical Skills:  Computer skills, including spreadsheets, word processing and email.

Reasoning Ability:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, report or schedule form. 

Other Skills & Abilities:  Experience in meeting deadlines and multiple priorities of business demands as required.  Possess basic knowledge of business contracts.  Able to work with general supervision.  Operate office equipment such as, but no limited to, printers, fax machine and copiers.

EOE/M/F/D/V