Coordinator Group Reservations

IHG•Cleveland, OH

15h•Onsite

About The Position

At InterContinental Hotels & Resorts®, we want our guests to feel special, cosmopolitan and In the Know. This role involves coordinating reservations, room blocks, and contracts for large groups, assisting with on-site meetings as needed, and maintaining group blocks, rooming lists, and reservations in the system. The position requires a candidate who is charming, attentive, and knowledgeable, embodying the brand's values of approachability, confidence, respect, and ownership.

Requirements

High school diploma or equivalent and 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 usually while sitting.
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

Coordinate the reservations, room blocks and contracts for large groups.
Assist with on-site meetings as needed.
Maintain group blocks, rooming lists and reservations in system.
Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
Prepare for each group’s arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed.
Correctly record group rooms and revenue in the property management system.
Promote team work and quality service through daily communications and coordination with other departments.
Respond to guest concerns or complaints.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
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 accurate filing system for groups and ensure that each group block is traced.
Create and update group block notes to provide relevant data pertaining to all group reservations, and 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.
Attend pre-meeting planning meetings or conferences as needed or requested.
Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.