Account Services (Groups) Coordinator

Job Description

Job Description

Our Company

Equinox Hotels will cater to the high-performance traveler guest and those aspiring for high performance and will fuse substance and style to serve as the ultimate hotel destination with a 360-degree lifestyle experience. Our hotels will offer the bespoke experiences and unparalleled services consumers have come to expect from Equinox over its 25-year history.

 

Our Code

IT’S NOT FITNESS. IT’S LIFE.

We are passionate about high performance living and we practice what we preach – investing time in our own health and fitness. We believe that everyone has untapped potential within them, and it takes a disruptive approach to unleash it. We dream big and don’t settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results. We are obsessed with what’s new, what’s now, what’s next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We value humility and a team approach at every level of the company.

If you are a high performing individual who is passionate about winning and inspiring others, we are excited to discuss career opportunities with you. 

Job Overview: The Account Services (Groups) Coordinator provides dedicated administrative and operational support to the Account Services (Groups) Sales team, helping ensure a seamless transition from contracted business through group arrival and departure. The role serves as a central point of coordination between group clients, Account Services, CORE Reservations, Front Office, Accounting and other hotel departments. With a strong focus on organization, accuracy and follow-through, the Coordinator maintains group records, manages rooming list activity, supports reservation and billing details, prepares group documentation and assists with the execution of contracted group requirements. The position is expected to provide responsive, professional service while maintaining meticulous records and ensuring group information is communicated accurately and promptly.

Reports To: Account Service Manager + Director of Group Sales

Key Relationships:

Internal: Account Services (Groups) Sales Team, CORE Reservations, Front Office, Accounting and hotel operational teams.

External: Group clients/planners, hotel guests/visitors and vendors/suppliers.

Essential Job Functions:

• Maintain updated files and records for all upcoming groups upon receipt of turnover from the Account Services team.
• Enter and maintain accurate group, client and rooming information in Delphi, HMS and applicable hotel systems.
• Ensure accuracy between Delphi and HMS, including room blocks, rates, planned release dates and contracted group details.
• Detail group profiles and reservations with applicable rate plans, package inclusions, concessions, billing instructions and other contracted requirements.
• Input group rooming lists and process rooming list changes, reservation updates and billing changes as directed by the Account Services team.
• Build and maintain group booking links and support call-in reservation processes as required.
• Create routing and auto-transfer instructions in accordance with contracted group agreements.
• Assign specific accommodations based on documented guest preferences and requests, in partnership with hotel operational teams.
• Provide reservation, room block and pickup reports to the Account Services team upon request.
• Cross-reference group resumes and reservation details to ensure accuracy and consistency prior to group arrival.
• Assist with preparation and distribution of group resumes, correspondence, reports and other group documentation.
• Act as a liaison between the Account Services team, group clients/planners, CORE Reservations, Front Office, Accounting and other hotel departments.
• Assist Sales and Accounting with researching and correcting group guest folio or billing discrepancies.
• Attend applicable group meetings, including resume, pre-convention and post-convention meetings, as requested.
• Review group no-shows and reservation discrepancies and coordinate corrections with the appropriate teams.
• Provide administrative support to the Account Services (Groups) Sales team, including answering telephones, sending correspondence, maintaining files and coordinating departmental requests.
• Submit requisitions (POs) and support group-related vendor or operational requests as needed.
• Comply with all Work Rules, Safety Standards, Standards of Conduct, appearance and grooming standards, and other policies set forth in the Team Member Handbook.
• Work harmoniously and professionally with co-workers, supervisors, clients and guests.
• Perform other duties, tasks and projects as assigned by hotel or department leadership.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, clients, co-workers and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and a minimum of supervision.
• Strong organizational skills with the ability to manage multiple groups, deadlines and changing priorities simultaneously.
• Ability to think quickly, exercise sound judgment and act appropriately in time-sensitive or emergency situations.
• Perform well under pressure, meet time demands and work overtime when needed.
• Punctuality and regular and reliable attendance.
• Strong interpersonal skills and the ability to work effectively with co-workers, clients, guests and the public.
• Strong computer skills, including Microsoft Suite, Delphi, HMS and other applicable hotel, reservations and group servicing systems.
• Working knowledge of Property Management Systems (PMS), Central Reservations Systems (CRS) and group reservation processes preferred.
• Ability to work a flexible schedule, including AM, PM, weekends and holidays, based on group and business needs.

Desirable:

• 1-2 years of experience in hospitality sales, account services, group reservations or guest services.
• Experience supporting group business within a luxury hotel environment.
• Bachelor's Degree or equivalent vocational training.

Essential Physical Abilities:

• Physical activities include walking and standing to a significant degree. Sitting for long periods of time is also possible.
• Talking, seeing, hearing, lifting objects weighing up to 20 lbs. with frequent lifting or carrying of objects weighing up to 10 pounds.
• Travel as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.