Coordinator Group Reservations

IHG•Chicago, IL

About The Position

The Coordinator Group Reservations monitors groups from definite block through check-in, enters rooming lists and changes, and works closely with group contacts and Sales and Convention Service Managers. The role reports directly to the Reservations Manager and works with Reservations colleagues, Front Office, PBX, Sales, guests and visitors, the Corporate Reservations Center, travel and tour company representatives, and other hotels. The position handles group reservation information, changes, billing coordination, reporting, and communication across hotel departments. It also supports high-profile group planning, provides group information for forecasts, aids in training, and complies with workplace health and safety requirements, including department-specific training. Other duties, tasks, and special projects may be assigned.

Requirements

Bachelor’s degree in hospitality management or a related field.
1–2 years of previous experience in a 4-star hotel.
Ability to follow verbal and written instructions and communicate with supervisors and co-workers.
Strong interpersonal and problem-solving abilities.
Proficient use of Microsoft Office, including Word, Excel, and PowerPoint, and other computer programs.
Ability to perform job functions with attention to detail, speed, and accuracy.
Ability to prioritize and organize delegated work and follow through.
Ability to think clearly, remain calm, and resolve problems using sound judgment.
Ability to work under pressure, meet guest and co-worker needs, and remain courteous.
Ability to comprehend instructions.
Ability to work cohesively with co-workers as part of a team.

Nice To Haves

Experience with Delphi, Passkey, and Opera.

Responsibilities

Receive group reservation information (GRI) and contracts from Sales and Catering for current and future groups, enter information into the Reservations-Opera system, and create a file for each group.
Monitor reservations and pickup for individual call-in groups; enter rooming lists and deposits for convention groups and enter rooming lists supplied by groups.
Respond promptly to faxes, phone calls, and emails about reservation changes, requests, confirmations, billing information, and VIPs.
Monitor group changes, additions, and cancellations; print and fax updated rooming lists and pickup information to group contacts, usually weekly or upon request.
Coordinate and route appropriate billing within each group, particularly for guest speakers, VIPs, and staff members.
Print reports for each group before, during, and after arrival, and follow up on group inquiries after departures.
Provide group information weekly for forecast reports and print cutoff reports for groups arriving in the near future.
Attend pre-con meetings for high-profile groups as requested.
Act as a liaison among Reservations, Sales/Catering, Front Office, Conference Services, Accounting, and other departments.
Assist with training.
Comply with workplace health and safety requirements and department-specific training regarding equipment and procedures.
Perform other assigned duties, tasks, and special projects.