Conference Accommodations Coordinator (FT)

Grand Traverse Resort and Spa•Acme, MI

2d•Onsite

About The Position

To establish ongoing contact with each group, guiding them through their conference regarding their room block from beginning to end. This role also involves taking over Reservation Sales Agent responsibilities as needed, maximizing sales in rooms, golf, spa, and restaurants on property, while promoting goodwill for the resort over the phone.

Requirements

Degree in hospitality, or the minimum of 2 years experience in the hospitality industry.
High degree of organization and project management.
Highly developed customer service skills.
Multitasking ability.
Enthusiasm.
Professionalism.
Detail Oriented.
Excellent oral and written communication skills.
Thorough knowledge of Microsoft Office including email, Word, & Excel.
Strong telephone skills.
Knowledge of general sales techniques.
Must have dexterity/mobility to meet clients on and off premises, to tour property and attend functions, to climb stairs, use door keys and operate basic office equipment.
Must be able to pass a background investigation and drug screen as a condition of employment.

Nice To Haves

Knowledge of Traverse City area preferred.

Responsibilities

Processing all incoming group booking contracts, including incoming golf groups reservations.
Developing and maintaining a group file from the first contact with the group until their departure.
Communicating with the group contact and establishing a professional relationship from the start until the group has departed.
Providing the group contact with updated guests lists and/or counts of rooms picked up.
Ensuring all of a group’s reservations are properly input and the billing for each is set up correctly.
Reacting creatively and communicating any group problems to the Front Desk, Reservation Manager, Golf Group Sales Manager, and Conference Accommodations Manager.
Filling out group checklists before the group arrives, ensuring all aspects are set up correctly.
Attending Welcome, Pre-Con, and Post-Con meetings.
Following up with Accounting on any billing problems after the group has departed.
Attending sales meetings and being prepared to discuss pick-up reports.
Working closely with the Reservation Department to keep them updated on groups that are call-ins and registration cards.
Answering phone calls for group callings in, and entering registration cards.
Supporting Reservations by taking over Sales Agent responsibilities.
Educating and enticing callers into booking a reservation while matching the caller’s needs to the most suitable accommodations.
Attending GTRS Orientation and Guest Relation classes.
Learning the entire layout of the property and being able to describe, in great detail, the various accommodations and facilities available.
Answering phone calls promptly and professionally.
Knowing/Understanding all special promotions, packages, and rates.
Handling no-show reservations, cancellations, guarantees, and direct billing according to departmental procedures.
Accurately booking reservations in the computer, inputting correct departmental codes.
Performing typing, filing, and other clerical duties pertaining to the Reservations Department.
Having a working knowledge of the Group Reservations, Front Desk, and Housekeeping areas and how they relate/interact with the Reservations Department.
Maintaining an up-to-date information book.
Knowing all department safety and emergency procedures.
Reporting any unusual requests and disgruntled guests to the manager.
Maintaining a clean and neat work area.
Adhering to company/departmental policies and procedures including all safety and emergency procedures.
Performing any other duties and/or projects deemed appropriate by managers.
Following proper grooming and dress standards set forth by the Employee Handbook.
Maintaining a good rapport with fellow employees and reflecting a positive attitude.
Maintaining an open line of communication with the supervisor.
Understanding and abiding by environmental practices of the resort.