Coordinator Group Reservations

Job Title

Job Description

Duties And Responsibilities

Financial Returns

• Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
• Prepare for each group's arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system. Double check routing for all group reservations.
• Sending no-show, pickup, and all requested reports for citywide groups including post-event audit reports

People

• Promote teamwork and quality service through daily communications and coordination with other departments.
• Covering lunch shifts for front desk agents
• Assisting during peak arrival/departure periods

Guest Experience

• Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Assign rooms to all reservations each day
• Upgrading members based on elite IHG Rewards status
• Balancing inventory
• Sending out pre-arrival upgrade notifications
• Coordinate distribution of welcome letters, bags, room drops, etc as needed and requested by clients

Responsible Business

• Process all group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
• Maintain accurate filing system for groups and ensure that each group block is traced.
• Create subblocks for citywide groups that have multiple groups visiting for conventions
• Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
• Provide and maintain reports and records of all groups during stay and after departure and follow up on any group inquiries.
• Make reservations for preplanning visits, site tours, influencers, VIPs, etc
• Coordinate all site rooms with housekeeping, front office and rest of the team
• Attend pre-meeting planning meetings or conferences as needed or requested.
• Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.
• Manage all Passkey functions including rooming list uploading, monitoring room block pickup and inventory, uploading payment information

Qualifications And Requirements

High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Speak and listening usually while sitting
• Use a keyboard to type in reservation information
• Communications skills are utilized a significant amount of time when interacting with clients, guests and employees.
• Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
• Basic mathematical abilities are used some of the time.
• Computer skills are required.
• May be required to work nights, weekends, and/or holidays.

CA Pay Transparency:

The pay range for this role is $25.00 - $27.00. This is only applicable for jobs to be performed in San Diego, CA. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees.