Coordinator Group Reservations

IHG•San Diego, CA

2d•$25 - $27•Onsite

About The Position

This role is responsible for processing all group reservation requests, changes, and cancellations. The Coordinator will ensure accurate entry and modification of group blocks in the system, maintain a filing system, create sub-blocks for citywide groups, and update group block notes. They will also provide and maintain reports, make reservations for pre-planning visits, coordinate site rooms, attend meetings, and manage Passkey functions. The position also involves covering lunch shifts for front desk agents and assisting during peak arrival/departure periods, as well as responding to guest concerns and upgrading members based on IHG Rewards status.

Requirements

High school diploma or equivalent.
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.
Ability to speak and listen.
Ability to 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.

Nice To Haves

Other languages preferred.

Responsibilities

Stay abreast of current rates, rate changes, promotions, facilities, services, and hours of operation.
Prepare for each group’s arrival, including group history, billing information, deposits, filing, VIP information, and correspondence.
Interact with booking contacts as needed and correctly record group rooms and revenue in the property management system.
Double check routing for all group reservations.
Send no-show, pickup, and requested reports for citywide groups, including post-event audit reports.
Promote teamwork and quality service through daily communications and coordination with other departments.
Cover lunch shifts for front desk agents.
Assist during peak arrival/departure periods.
Respond to guest concerns or complaints and communicate any outstanding issues to management.
Assign rooms to all reservations each day.
Upgrade members based on elite IHG Rewards status.
Balance inventory.
Send out pre-arrival upgrade notifications.
Coordinate distribution of welcome letters, bags, room drops, etc.
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 an accurate filing system for groups and ensure each group block is traced.
Create sub-blocks 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.
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 pre-planning visits, site tours, influencers, VIPs, etc.
Coordinate all site rooms with housekeeping, front office, and the 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 (cancellations, bookings, arrivals).
Manage all Passkey functions including room list uploading, monitoring room block pickup and inventory, and uploading payment information.