Group Housing and Revenue Analyst - Hotel Polaris

Hotel Polaris at US Airforce Academy • Colorado Springs, CO

1d • Onsite

About The Position

Hotel Polaris is seeking an exceptional Group Housing and Revenue Analyst to join their team. This role is vital in shaping the success of Hotel Polaris, an icon on the hospitality landscape of Colorado Springs. The position influences the unique experiences delivered to guests and team members. The company is looking for someone passionate about creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with communities.

Requirements

• High school diploma or general education degree (GED or minimum of five years related experience and/or training; or equivalent combination of education and experience).
• Minimum of one (1) year experience in hotel/resort group reservations role preferred.
• Must be at least 18 years of age.
• Delphi, SynXis and HMS experience preferred.
• At least one year customer service experience required.
• Prior inbound calling experience preferred.
• Must have strong verbal and written communication skills, be highly organized, and detailed.
• Must have excellent phone etiquette.
• Must be able to read, write and speak English
• Must be willing to work a flexible schedule, and be available to work nights, weekends and holidays.

Nice To Haves

• Minimum of one (1) year experience in hotel/resort group reservations role
• Delphi, SynXis and HMS experience
• Prior inbound calling experience

Responsibilities

• Work with the Area Director of Revenue Management, Director of Group Sales, and Sales Operations Manager to assess group pick up and track daily activity of any definite groups.
• Supply information on all groups booked by the sales department to the reservations department and ensure proper routing, setup and accuracy of booking in property management system. Maintain the blocks from start to finish.
• Manage a comprehensive communication cycle with meeting and event planners starting with an introduction after the group has been contracted including, an introduction, reservation process overview, important dates, unique agreements and cut-off notifications.
• Participate and/or lead the weekly group pickup meeting with the Area Director of Revenue Management, Director of Sales & Marketing, sales and event management teams. Identify groups that are pacing well or lagging to contract and facilitate attrition and addendum process.
• Monitor pre/post night availability and opportunities to drive ancillary revenue.
• Report any group pick up concerns to the Area Director of Revenue Management, Director of Sales & Marketing, and sales manager. Facilitate communication with clients and property team on opportunities to increase revenue.
• Participate in the group room forecasting process to ensure accuracy.
• Participate in Daily Business Review with Sales Team to provide perspective on new business.
• Work with the event planning team and group clients with group rooming lists, reservation changes, and group room billing – according to contract and email history.
• Audit all contracts to ensure accuracy of rates, dates, billing inventory levels and that miscellaneous information is accurate and concise across systems and in group resumes.
• Monitor group pick-up, communicating reservation due dates to clients on regular basis. Manage cutoff date updates between client requests and systems.
• Maintain and audit reservation and attrition due dates and room inventory for all groups.
• Track no-show reports daily to assess impact on group performance.
• Check for duplicate reservations – audit multiple same name reservations to ensure accuracy of guest names, and any special requests. Facilitate updates and changes with group clients and reservations team.
• Ensures that the correct group sales process is in place and complete and that accurate guest data is obtained.
• Complete any requested pickup report documentation post group-departure.
• Monitor room type availability daily to ensure group blocks are balanced and that blocks are not inflated between systems.
• Run all pertinent reports for groups such as rooming list and pick up and other ad hoc reports as requested.
• Build group booking links and send to planning team. Assist with troubleshooting links.
• Facilitate and manage Input and audit rooming lists for call in groups for booking accuracy, billing and notes.
• Input rooming list for rooming list groups within 24 business hours of receipt.
• Manage and answer all questions from the reservation agents or assist with guests with group questions.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Colorado Family and Medical Leave Insurance Program (FAMLI).
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED