Conference Accommodations Coordinator (FT)

Grand Traverse Resort•Acme, MI

1d•Onsite

About The Position

This role is responsible for establishing ongoing contact with groups to guide them through their conference room block process from beginning to end. The position also involves taking over Reservation Sales Agent responsibilities as needed, focusing on maximizing sales in rooms, golf, spa, and restaurants, while promoting goodwill for the resort over the phone. The coordinator will process incoming group booking contracts, develop and maintain group files, communicate with group contacts, provide updated guest lists and room pickup counts, ensure reservations and billing are set up correctly, and creatively address any group problems by communicating with relevant departments. The role requires filling out group checklists, attending various meetings (Welcome, Pre-Con, Post-Con, sales meetings), supporting the Reservations Department by handling call-ins and registration cards, and educating callers on accommodations. A thorough understanding of the property's layout, accommodations, and facilities is necessary, along with prompt and professional phone answering, knowledge of promotions and packages, and proper handling of reservations, cancellations, and direct billing. The position also includes typing, filing, and other clerical duties, understanding the interaction between Group Reservations, Front Desk, and Housekeeping, maintaining an information book, knowing safety and emergency procedures, reporting unusual requests, and maintaining a clean work area. Adherence to company policies, grooming standards, and maintaining open communication with supervisors are also key aspects of this role. Nights, weekends, and holidays are required.

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
Requires 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.
Regularly required to stand, walk, and talk or hear.
Occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell.
Must occasionally lift and/or move up to 25 pounds.
Ability to maintain high customer skills under all circumstances, including group functions, group meetings, and phone conversation.
Multitasking ability includes answering the phones while working on other office business.

Nice To Haves

Knowledge of Traverse City area preferred.

Responsibilities

Processing all incoming group booking contracts, including incoming golf groups reservations
Developing and keeping up a group file from the first contact with the group until their departure
Communicating with the group contact and establishing a professional relationship with group contact from the start until the group has departed
Providing the group contact with updated guests list and/or counts of rooms picked up
Making sure all of a group’s reservations are properly input and the billing for each is set up correctly
React creatively and communicate any group problems to the Front desk, Reservation manager, Golf Group Sales Manager, and Conference Accommodations Manager
Filling out the group checklists before the group arrives, making sure all aspects are set up correctly
Attending Welcome, Pre-Con, and Post-Con meetings
Follow up with Accounting on any billing problems after the group has departed
Attend sales meetings and be prepared to discuss pick-up reports
Work closely with Reservation Department to keep them updated on groups that are call-ins and registration cards
Answer phone calls for group callings in, and enter registration cards
Support Reservations by taking over Sales Agent responsibilities
Educate and entice callers into booking a reservation while matching the caller’s needs to the most suitable accommodations.
Learn the entire layout of the property and be able to describe, in great detail, the various accommodations and facilities available.
Answer phone calls promptly and professionally.
Know/Understand all special promotions, packages, and rates.
Handle no show reservations, cancellations, guarantees and direct billing according to departmental procedures.
Accurately book reservations in the computer, inputting correct departmental codes.
Typing, filing, and other clerical duties pertaining to the Reservations Department.
Have a working knowledge of the Group Reservations, Front Desk, and Housekeeping areas and how they relate/interact with the Reservations Department.
Maintain an up-to-date information book.
Know all department safety and emergency procedures.
Report any unusual requests and disgruntled guests to manager.
Maintain a clean and neat work area.
Adhere to company/departmental policies and procedures including all safety and emergency procedures.
Any other duties and/or projects deemed appropriate by managers
Follow proper grooming and dress standards set forth by the Employee Handbook
Maintain open line of communication with supervisor
Understand and abide by environmental practices of the resort