Conference Services Reservations Coordinator

Omni Hotels & Spas•San Francisco, CA

2d•Onsite

About The Position

This role handles administrative duties for the Catering & Convention Services Department and manages reservations responsibilities. The position requires strong organizational skills, attention to detail, and excellent customer service abilities to ensure smooth event execution and accurate reservation management.

Requirements

Previous office and customer service experience required.
High school education required.
Ability to clearly and pleasantly communicate in English with guests, management and co-workers, written, verbally in person, and by telephone.
Ability to accurately and efficiently input information into computer systems, with developed computer proficiencies.
Delphi experience required.
Microsoft Excel, Powerpoint, and Word required.
Ability to work cohesively and respectfully with co-workers both within and outside of your department.
Ability to think clearly, quickly and make concise decisions.
Ability to work well under pressure, dealing with many guest and manager requests/questions within a short period of time.
Strong organizational skills with the ability to prioritize and multi-task in a fast-paced environment.
Ability to prioritize and organize workload to ensure deadlines are met.
Ability to handle stressful situations, while maintaining a calm and welcoming and respectful demeanor.
Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities, with a keen eye for detail.
Proficient computer skills on Microsoft Office, Excel, and Word.
Must be able to work a variety of shifts, including early mornings, nights, weekends, and holidays.
Position requires the ability to sit and engage in repetitive motion, including utilizing telephone/computer for extended periods of time or for an entire shift.
Position requires the ability to move at a quick pace for extended periods of time.

Nice To Haves

Previous catering, convention services experience preferred.
Previous hotel experience in a Reservations, Front Office, Sales and Marketing or Accounting environment is preferred.
Other relevant event, meeting planning, or hotel operations experience may be considered.
College degree preferred.

Responsibilities

Answer incoming telephone calls from all Catering and Convention Services phone lines.
Respond to telephone inquiries by determining client's needs and specifications to relay to catering and convention services managers/directors.
Process all incoming and outgoing correspondence as assigned.
Type all outgoing correspondence.
Ensure that all filing systems are maintained according to event detailed (Local, Convention and Spin-off).
Gather and organize all materials for weekly/monthly reports as directed.
Sell Food & Beverage to small convention groups and one-shot groups.
Perform daily office duties including Event Reader Boards, Door Cards, BEO Change Log/Distribution, the Guarantee Sheet and the Daily Report.
Perform weekly office duties including Weekly BEO distribution, Resume distribution, distribution of event reports, and others as assigned.
Arrange appointments for the Catering and Convention Services leadership team.
Input and organize group amenity requests.
Assist with Welcome/Introduction Packets, Pre-Planning Meeting Agendas and Packets, Pre-Convention Meeting Welcome Packets and Thank You Letters.
Build and maintain a strong rapport with assigned Catering and/or Convention Services Manager(s) client(s) and function as their liaison as assigned.
Create resume shells, corporate events memos, and all vouchers required for incoming customers.
Process and complete all required documentation for telephone requests, amenity requests, key requests, banner requests, transportation requests and vendor requests.
Assist with creating and making adjustments to Banquet Event Orders (BEO’s).
Coordinate Pre-Convention Meeting and Post-Convention Meeting Outlook invites.
Support the planning and execution of in-house meetings as assigned.
Track and monitor deposit payments.
Communicate clearly and effectively across all departments with day to day tasks.
Work with assigned Catering and/or Convention Manager to ensure that all functions are "tied-down" 72 hours in advance (guarantees, floor plans, entertainment, flowers, A/V etc).
Handle special projects, and other administrative tasks as assigned.
Provide coverage for conference concierge team as assigned.
Review group blocks for cut off date extensions, and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
Attend weekly group pick-up meetings.
Run group arrivals lists daily for future arrival dates, and no-show reports.
Ensure that group blocks, group lists, group billing and cutoff dates are maintained.
Ensure all group billing, routing, master accounts, A/R accounts are set in compliance with Omni SOP’s.
Attend Pre-Convention Meetings, Resume Meetings, Group Pick up Meetings and Reservations Departmental meetings.
Work with the Convention Service Manager, Group Clients with group rooming lists, and Business Travel Manager to input all reservation requests.
Monitor room type availability daily.
Create and maintain group & transient room blocks.
Ensure all reservations have correct billing, and all other necessary information.
Research and charge for all no-shows, cancelations, and deposits.
Report to the DORM any changes in group pickup that would affect selling strategies.
Control suite inventory and specialty rooms according to suite request policy.
Ensure positive guest service and respond to complaints, taking all appropriate actions to turn dissatisfied guests into return guests.